Summary
Overview
Work history
Education
Skills
Languages
Timeline
Generic

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
01.2024 - 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
08.2023 - 12.2024
  • 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
10.2022 - 07.2023
  • 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
10.2021 - 10.2022
  • 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
12.2020 - 10.2021
  • 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
08.2018 - 09.2020
  • 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
09.2017 - 08.2018
  • 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
04.2001 -

Masters - International and Intercultural Communication with Chinese language

Sofia University St. Kliment Ohridski
Sofia
04.2001 -

Bachelor - Chinese language and culture

Sofia University St. Kliment Ohridski
Sofia
04.2001 -

Fellowship - Chinese language and Culture

Nanjing Normal University
Nanjing
04.2001 -

High School Diploma -

Instituto Bilingüe De Bachillerato ''Miguel De Cervantes''
Sofia
04.2001 -

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
01.2024 - Current

Global Learning and Development Manager

Fusemedia
08.2023 - 12.2024

Department Manager Customer facing units

Fusemedia
10.2022 - 07.2023

Sales Team Lead

Fusemedia
10.2021 - 10.2022

Customer service Team lead

Fusemedia
12.2020 - 10.2021

Learning and Development Manager

Fusemedia
08.2018 - 09.2020

Trainer and Quality Assurance specialist

SBTech
09.2017 - 08.2018

Adjunct Lecturer, Chinese studies - Sinology

Sofia University St. Kliment Ohridski
04.2001 -

Masters - International and Intercultural Communication with Chinese language

Sofia University St. Kliment Ohridski
04.2001 -

Bachelor - Chinese language and culture

Sofia University St. Kliment Ohridski
04.2001 -

Fellowship - Chinese language and Culture

Nanjing Normal University
04.2001 -

High School Diploma -

Instituto Bilingüe De Bachillerato ''Miguel De Cervantes''
04.2001 -
Ralitsa Ivanova