Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
References
Timeline
Generic
Mila Gechevska

Mila Gechevska

Sofia, Hipodruma

Summary

Experienced in working with people in general. Open to Recruitment and Human Resources positions.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Master Trainer

Tek Experts
Sofia
07.2024 - Current
  • Developed and delivered comprehensive training programs for all employees. E.g. Coaching for excellence, Become a manager, Become a trainer, Soft Skills, New Employee Orientation.
  • Maintained records of trainees' progress, attendance, evaluations, feedbacks.
  • Organized meetings with department heads to discuss development plans for employees.
  • Collaborated with stakeholders across different departments to create a unified approach towards organizational goals.
  • Event organization (training and non-training related)

Process Trainer

Concentrix
Sofia
10.2021 - 05.2024
  • Conducted classroom (on-the-job) training sessions to ensure employees understand the processes, procedures, and most common cases.
  • Created and maintained comprehensive documentation related to process training activities (Mainly Excel reports, but also behavioral reports).
  • Maintained and updated internal knowledge base related to the product.
  • Provided feedback to supervisors regarding new hire performance during training.
  • Monitored employee performance after training to ensure the effectiveness of training methods used and, if needed, to change the curriculum. Collaboration with the QA department to refine the training content.
  • Monitored and analyzed various KPIs (such as CSAT, QA score, AHT).
  • Working with LMS (Workday) and TMS system (internal for Concentrix).
  • Presenting overall training results to the Client of Concentrix.
  • Worth mentioning, I was the administrative manager of all new hires while they were in training, so I acquired knowledge for Workday as an HRIS system.

Senior Customer Relations Representative

Concentrix
Sofia
07.2019 - 10.2021
  • Handling customer service queries (inbound, chat, email support).
  • Conducting outbound after-sales and sales calls to existing customers of the company.
  • Mentoring new hires, transferring my knowledge for on-the-job skills.
  • Senior position as of September 2020

Psychologist

HESED.BG
Sofia
09.2016 - 07.2019
  • Conducted psychological tests on children to assess their social and psycho-motor development. Follow-up individual sessions with the children to support their cognitive and social well-being. Those sessions were mainly focused on cognitive development, but with some clients, we also did psychodrama.
  • Assisted parents in developing strategies for managing challenging behaviors in their children - mainly 1:1 consultations, but also group sessions and workshops.
  • Assisted clients of the Center in accessing community resources, such as social benefits, housing, food pantries, etc.
  • Support my peers (mainly social workers and other professionals) in the work as a whole by doing administrative work as well, reporting.

Education

Psychology (ongoing)

New Bulgarian University
Sofia

Skills

  • HRIS - Workday
  • LMS and TMS - Workday, Moodle
  • Excel
  • Training facilitation
  • Soft skills
  • Empathy
  • Python (basic)

Accomplishments

  • Trainer of the quarter (Q4 - 2023, Tek Experts), Quality in excellence (Q1 - 2024, Tek Experts)
  • Average CSAT of 4.7 (training surveys, Tek Experts, Concentrix)
  • Consistent quality way above average (as an Customer representative - Concentrix)

Languages

Bulgarian
First Language
English
Upper Intermediate (B2)
B2
Italian
Beginner
A1

Certification

  • Agile Fundamentals and Advanced - Agile Pool
  • Python course - beginner - SoftUni

References

References available upon request.

Timeline

Master Trainer

Tek Experts
07.2024 - Current

Process Trainer

Concentrix
10.2021 - 05.2024

Senior Customer Relations Representative

Concentrix
07.2019 - 10.2021

Psychologist

HESED.BG
09.2016 - 07.2019

Psychology (ongoing)

New Bulgarian University

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Mila Gechevska