Matyu Nedelchev

▪︎ Work closely with the Client and be the point of contact for all quality related issues.

▪︎ Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
▪︎ Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
▪︎ Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
▪︎ Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
▪︎ Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
▪︎ Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
▪︎ Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).
▪︎ Contribute to maintaining forms and legends documents.
▪︎ Support management focus on review of key drivers, metrics and operational processes.
▪︎ Check and lead the Team Leaders on the established quality program standards and requirements to ensure quality targets are met.
▪︎ Actively promote a coaching culture.
▪︎ Ensure compliance to quality standards and to quality processes.
▪︎ Schedule and lead regular quality meetings to review results and set actions, including calibration sessions.
▪︎ Prepare regular and ad-hoc reports and presentations on performance and compliance of standards for the client, Managers.
▪︎ Responsible for Customer satisfaction (CSAT) and Quality Assurance improvement.
▪︎ Acts a key point of contact on Customer Satisfaction and quality activities, internally and externally.

• Advise and prepare travelers/unit managers with updated information and documentation for their trip as well as during the planing of trips
• Liaise between suppliers and finance teams regarding payments, invoices, contracts and etc.
• Find the most cost-efficient solutions for trips including flights, hotels, visas, insurance and etc.
• Provide ongoing support to travelers during trips
• Monitor travels and prepare reports
• Build and maintain relationships with travel agencies and vendors
• Dealing with business clients and helping them in processing and arranging business trips
• Language validations
• Helping Operations team
• Taking part in recruitment process
• Produce reports based on KPIs
• Indicating knowledge gaps and offering measures to cover them

• Scheduled and taught in class and online courses to increase learning opportunities.
• Monitored participant workflow and behaviors throughout training process.
• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
• Whole training of 7 weeks for german client.
• Including SAP Software, client based programs
• Using trainer tools

• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Created detailed sales presentations to communicate product features and market data.
• Telephone support and sales

• Customer Support 1 level (email, chat and telephone)
• Sell part and preparing contracts for electricity and gas
• Based on the german market