Milena Dekova

Result driven leader responsible for shaping and executing the overall strategy for Roaming Services. Playing a critical part in maximizing revenue, strengthening global operator partnership, and ensuring seamless, high quality service for both retail and wholesale customers.

Driving innovations (e.g VoLTE, 5G, BCE) and ensuring the company remains competitive in an evolving global telecom landscape.

Part of Innovative Operators Advisory Board - https://innovativeoperators.io/

• Responsible for the best management of Millions EUR Budget
• Developed accurate sales forecasts for improved strategic planning.
• Define and execute the strategic roadmap
• Managed team dynamics by implementing conflict resolution strategies.
• Implemented cost reduction measures, reduced overhead expenses.
• Lead complex negotiations and establish high-value roaming agreements
• Oversee technical implementation, monitoring the market trends and competitor activities
• Collaborate cross-functionally with finance, technology, legal, marketing teams to deliver consistent service quality and compliance with GSMA standards
• Coordinated cross-departmental collaboration for improved workflow.
• Cultivated strong relationships with clients to secure repeat business.
• Fostered a positive work environment with regular team-building activities.
• Secured new business opportunities with successful networking events.
• Facilitated staff training, resulting in better customer service.
• Delegated tasks efficiently to maximise productivity.
• Handled negotiations with outside vendors and service agencies to meet group needs.
• Coordinated hiring, recruitment and training strategies to build successful administrative team.
• Investigated issues affecting group operations, prepared reports and helped correct problems.
• Established clear budgets and cost controls strategies to meet objectives.
• Reduced roaming costs by negotiating favorable terms with international operators and vendors.
• Provided exceptional customer support by addressing inquiries related to roaming charges, billing disputes, and technical issues promptly and professionally.
• Coordinated cross-functional teams to implement new roaming services, enhancing customer experience while traveling abroad.
• Contributed to the development and implementation of roaming strategies to meet organizational goals and objectives while maintaining customer satisfaction.
• Maintained detailed records of all active roaming agreements, keeping stakeholders informed about contract status and upcoming renewals or negotiations.
• Implemented fraud prevention measures to protect the company''s revenue and safeguard customer information while using international networks.
• Ensured compliance with regulatory requirements by maintaining up-to-date knowledge of industry standards and best practices in roaming management.
• Collaborated with marketing team to develop promotional campaigns targeting frequent travelers, increasing awareness of available roaming services.
• Evaluated potential new partners for compatibility based on technical capabilities, financial stability, and strategic fit within the organization''s objectives.
• Managed roaming agreements for seamless connectivity, fostering strong relationships with international partners.
• Streamlined processes for efficient management of roaming operations, ensuring timely updates and accurate data.
• Managed a portfolio of partner accounts, ensuring timely responses to inquiries and efficient resolution of any disputes or issues.
• Developed comprehensive reports to analyze roaming performance and identify areas for improvement.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Defined clear targets and objectives and communicated to other team members.
• Evaluated employee performance and conveyed constructive feedback to improve skills.

• Employed an empowering leadership style and leveraged emotional intelligence to maintain strong rapport across all enterprise levels.
• Conducted market research to stay abreast of industry trends.
• Increased client satisfaction, implementing strategic account plans to foster growth.
• Managed business relationships to ensure loyalty and long-term commitment.
• Negotiated contracts to secure profitable deals.
• Assured timely delivery of products and services to meet customer expectations.
• Monitored customer trends and account performance to proactively identify and rectify challenges.
• Documented account activity and worked within data security guidelines to safeguard confidentiality.
• Collaborated with sales team for achieving shared objectives.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
• Conducted regular account reviews to identify areas for improvement and ensure continued success.
• Established clear communication channels between clients and internal teams, ensuring seamless project execution.
• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.

• Trained new hires for improved productivity and efficiency on the job floor.
• Boosted monthly sales revenue by skillfully promoting diverse product and service options.
• Processed inbound customer calls, providing information on service or product upgrades
• Developed strong relationships with customers fostering brand loyalty and repeat business.
• Answered customer telephone calls promptly and improved on-hold wait times.
• Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
• Participated in team meetings sharing best practices for improving service delivery.