Radoslav Rangelov
Sofia
Summary
Dynamic and results-driven professional with experience in project management, business development and customer support. Expertise in optimizing processes, managing projects, and driving customer satisfaction in global environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Support Principal - Project Management
MobiSystems
01.2021 - Current
- Defined project goals, created roadmaps, and managed timelines, effectively leading teams dependencies and processes to take projects from inception to successful completion
- Collaborated with key stakeholders across departments and external service providers to streamline processes and enhance service delivery
- Led system migrations, implemented new tools, and refined processes to increase efficiency and service quality
- Used Scrum methodologies to manage projects efficiently and adapt to changing needs
- Developed and analyzed reports and dashboards to identify trends, drive performance, and inform data-driven decisions
- Guided team performance to consistently meet and exceed KPIs, SLAs, and customer satisfaction goals
- Provided feedback, coaching, and training to support team growth and performance
- Continuously reviewed and enhanced processes to maintain a high standard of customer service and satisfaction
Sales and Business Development Manager - Spain and LATAM
MobiSystems
01.2019 - 01.2021
- Established and nurtured connections with distributors and retail partners, presenting products and leading high-level negotiations
- Managed product portfolios, researching and developing new sales accounts while maintaining existing channels
- Ensured accurate and timely invoicing to maintain seamless financial workflows and client satisfaction
- Partnered with product managers, designers, and other teams to tailor software and content for local markets, aligning with business objectives
- Enhanced e-commerce strategies to boost the online performance of MobiSystems' products
- Collaborated with marketing teams on advertising efforts
- Provided feedback on design and localization to ensure products met regional needs
- Tracked industry developments to maintain competitiveness and spot new opportunities
Customer Experience Analyst
Telus
01.2014 - 01.2018
- Oversaw a large team of customer support agents, ensuring compliance with quality standards and service benchmarks
- Conducted regular feedback and coaching sessions to foster continuous improvement and motivation
- Developed and facilitated training to elevate team skills and competencies
- Collaborated with team leads and SMEs to identify and implement process improvements, aligning with client and organizational goals
Education
IES Puerta Bonita - Production of Audiovisuals and Shows
IES Puerta Bonita
Madrid, Spain01.2009
Skills
- Project Management
- Agile/Scrum methodologies
- Customer Relationship Management
- Process Optimization
- Data Analytics
- Cross-Functional Collaboration
- Strategic Planning
Certification
- The Project Management Course - 365 Careers
- Conflict Management and De-Escalation in Customer Service - Udemy
- C++ Developer - Udemy
Languages
Bulgarian
First Language
Spanish
Proficient (C2)
C2
English
Proficient (C2)
C2
Timeline
Customer Support Principal - Project Management
MobiSystems
01.2021 - Current
Sales and Business Development Manager - Spain and LATAM
MobiSystems
01.2019 - 01.2021
Customer Experience Analyst
Telus
01.2014 - 01.2018
IES Puerta Bonita - Production of Audiovisuals and Shows
IES Puerta Bonita
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