Ralitsa Ivanova
Limassol
Summary
Accomplished professional with expertise in strategic planning, B2B, operations management, and business development. Demonstrated success in commercial management within the casino and iGaming sectors, delivering stable growth in various markets. Proven project management aptitude with a focus on driving business growth and operational efficiency.
Passionate about cross-cultural communication, education and knowledge, as well as people and project development.
Overview
8
8
years of professional experience
Work history
Commercial manager
EGT Digital
2024.01 - Current
- Enhanced brand visibility by fostering strategic partnerships and collaborations.
- Developed strong relationships with key stakeholders for business growth.
- Liaised with finance department and higher management for accurate budget planning.
- Coordinated and managed paid marketing campaigns, carefully overseeing results to deliver maximum ROI.
- Improved profit margins with effective partnership strategies.
Global Learning and Development Manager
Fusemedia
2023.08 - 2024.12
- Built and led a global team of L&D specialists in the sphere of Online gambling spanning across multiple physical locations
- Carried out internal and external B2C projects
- Built internal and cross-department procedures, upholding best practices
- Implemented LMS tool for automation of content management and knowledge sharing
- Led and fostered mentoring initiatives, promoting professional growth within the company.
- Conducted regular skill gap analyses, guiding the development of targeted training content.
Department Manager Customer facing units
Fusemedia
2022.10 - 2023.07
- Trained and managed a team of professionals to successfully build strong Customer-facing unit to deliver monthly and quarterly business targets
- Modified Customer service procedures and flows to reduce complaints by 15%, and to improve Quality assurance team results by 10%
- Implemented actions from staff and customer feedback to improve service.
- Championed adherence to operational best practices and company policies.
Sales Team Lead
Fusemedia
2021.10 - 2022.10
- Created Sales and Retention strategies to increase Customer engagement
- Managed a team of Sales representatives to reach monthly revenue targets, providing leadership and direction for employees to facilitate professional development
- Kept close communication with C-level executives, introducing market best practices within the company.
- Coordinated sales strategies with marketing department to improve brand acceptance.
Customer service Team lead
Fusemedia
2020.12 - 2021.10
- Optimized customer support by establishing collaborative service environment
- Provided top quality control and eliminated downtime to maximize revenue
- Exceeded team goals and collaborated with staff members to implement customer service initiatives
- Streamlined workflow processes to improve overall service delivery.
Learning and Development Manager
Fusemedia
2018.08 - 2020.09
- Led the Learning and Development program in cross-cultural teams in various locations.
- Carried out internal and external projects related to content management, knowledge and data storage
- Authored trainings and training materials
- Created frontend and internal content and documentation with educational purposes
Trainer and Quality Assurance specialist
SBTech
2017.09 - 2018.08
- Designed, formulated and implemented training and development programs to capture measurable improvements.
- Spearheaded the first Quality Assurance initiative and adapted it to Chinese language
- Led department skills assessment audits to recognize successes, learning areas and succession plans.
- Authored and co-authored various training-related materials for CS, Sales and QA officers
Education
Adjunct Lecturer, Chinese studies - Sinology
Sofia University St. Kliment Ohridski
Sofia 2001.04 -
Masters - International and Intercultural Communication with Chinese language
Sofia University St. Kliment Ohridski
Sofia 2001.04 -
Bachelor - Chinese language and culture
Sofia University St. Kliment Ohridski
Sofia 2001.04 -
Fellowship - Chinese language and Culture
Nanjing Normal University
Nanjing 2001.04 -
High School Diploma -
Instituto Bilingüe De Bachillerato ''Miguel De Cervantes''
Sofia 2001.04 -
Skills
- Strategic Planning
- B2B
- Operations Management
- Business Development and Commercial Management
- Casino and iGaming
- Project management aptitude
- Profit maximization techniques
- Corporate diplomacy
Languages
Bulgarian
Native
English
Fluent
Chinese
Fluent
Spanish
Advanced
Timeline
Commercial manager
EGT Digital
2024.01 - Current
Global Learning and Development Manager
Fusemedia
2023.08 - 2024.12
Department Manager Customer facing units
Fusemedia
2022.10 - 2023.07
Sales Team Lead
Fusemedia
2021.10 - 2022.10
Customer service Team lead
Fusemedia
2020.12 - 2021.10
Learning and Development Manager
Fusemedia
2018.08 - 2020.09
Trainer and Quality Assurance specialist
SBTech
2017.09 - 2018.08
Adjunct Lecturer, Chinese studies - Sinology
Sofia University St. Kliment Ohridski
2001.04 -
Masters - International and Intercultural Communication with Chinese language
Sofia University St. Kliment Ohridski
2001.04 -
Bachelor - Chinese language and culture
Sofia University St. Kliment Ohridski
2001.04 -
Fellowship - Chinese language and Culture
Nanjing Normal University
2001.04 -
High School Diploma -
Instituto Bilingüe De Bachillerato ''Miguel De Cervantes''
2001.04 -