Mihaela Pavlova
Varna
Summary
Possesses versatile skills in people management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
7
7
years of professional experience
Work History
Quality Assurance Team Lead
Foris Europe EOOD
12.2023 - Current
- People management (Managing the work of 15 people).
- Leading QA teams responsible for the following departments: Customer Support, Client Onboarding (KYC/KYB), Social media, Payments, Chargebacks, Complaints.
- AI testing.
- Conducting trainings.
- Leading interviews.
- Communicating directly with the vendors.
- Assisting our BPO partners.
Senior Quality Assurance Analyst
Foris Europe EOOD
03.2022 - 12.2023
- Performing Corrective and preventive actions evaluations (CAPA).
- Leading calibration team sessions.
- Leading Onboarding sessions for the new joiners.
- Performing Review the reviewer (RTR) for Junior QAs.
Quality Assurance Analyst
Foris Europe EOOD
04.2021 - 03.2022
- Quality assurance evaluations and improvement of client-facing within the company.
- Conducting individual feedback sessions for employees within the project.
- Developing and maintaining an effective team of client support specialists.
- Ability to work on deadlines whilst maintaining high quality of work.
Senior Customer Experience Associate
Foris Europe EOOD
09.2020 - 04.2021
- Providing full support to both the team and the direct client.
- Support on various internal channels.
Customer Experience Associate
Foris Europe EOOD
05.2020 - 09.2020
- Providing customer support to end users by incoming chats, emails and calls.
- Following and maintaining a high level of confidentiality according to the company's standards.
Senior Specialist Learning and Development
60K LTD - Wizz Air Project
09.2019 - 05.2020
- Quality assurance evaluations and improvement of client-facing within the company.
- Conducting individual feedback sessions for employees within the project.
- Developing and maintaining an effective team of client support specialists.
- Ability to work on deadlines whilst maintaining high quality of work.
Customer Service Specialist
60K LTD - Wizz Air Project
08.2018 - 09.2019
- Providing customer support to end users by incoming or outgoing calls.
Junior Invoice Specialist
Nika 05
05.2018 - 08.2018
- Preparing invoices for Logistic firms.
- Scheduling meetings.
- Daily email and mail communication with the partners.
Education
Master of Balkan Studies -
Sofia University "St. Kliment Ohridski"
12.2023
Secondary Education - undefined
The National School for Ancient Languages and Cultures "St. Constantine-Cyril the Philosopher"
06.2016
Managment Course -
The National Management School
Skills
- Microsoft Office
- Miuros
- Skyspeed
- Navitaire
- Jira
- HR Platforms (HiBoB, Bamboo HR)
- LexisNexis
- Salesforce
- 6 SIGMA
Languages
Bulgarian
Native or Bilingual
English
Native or Bilingual
Greek
Limited Working
Romanian
Limited Working
Timeline
Quality Assurance Team Lead
Foris Europe EOOD
12.2023 - Current
Senior Quality Assurance Analyst
Foris Europe EOOD
03.2022 - 12.2023
Quality Assurance Analyst
Foris Europe EOOD
04.2021 - 03.2022
Senior Customer Experience Associate
Foris Europe EOOD
09.2020 - 04.2021
Customer Experience Associate
Foris Europe EOOD
05.2020 - 09.2020
Senior Specialist Learning and Development
60K LTD - Wizz Air Project
09.2019 - 05.2020
Customer Service Specialist
60K LTD - Wizz Air Project
08.2018 - 09.2019
Junior Invoice Specialist
Nika 05
05.2018 - 08.2018
Secondary Education - undefined
The National School for Ancient Languages and Cultures "St. Constantine-Cyril the Philosopher"
Master of Balkan Studies -
Sofia University "St. Kliment Ohridski"
Managment Course -
The National Management School
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