Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Seyfula Ismail Seyfula

Seyfula Ismail Seyfula

Sofia

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

12
12
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
4
4
Languages

Work History

Team Manager

MNDB LLC
Sofia
07.2023 - Current
  • Completed efficient daily opening and closing processes to prepare teams and maintain optimal financial controls.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Prepared P&L statements and other divisional reports for senior management review.
  • Maintained full compliance with trade laws and regulations by tracking changing conditions.
  • Assessed hourly market conditions to look for hedge and arbitrage opportunities.
  • Discussed trading strategies with portfolio managers to highlight current market sentiment, price points of resistance and support and liquidity characteristics of positions.
  • Monitored market trends and developed strategies to capitalize on potential opportunities.
  • Devised detailed hedge and trade strategies for specific trades.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.

Team Manager of Turkish and Dutch Teams

TILL NOW, Hilton EMEA
09.2016 - 07.2020
  • Working in concert with the reporting manager and peer group to achieve the Company and client KPIs as assigned
  • Learned and adapted quickly to new technology and software applications.
  • Coaching and developing team members to ensure execution of tasks as stipulated while providing support and maintaining a high motivation level among team members
  • Ensuring on time and accurate reporting of operational data particularly related to the team and enabling processes of account level reporting of key metric as applicable to the program
  • Ensuring team members are available on floor as per assigned schedules and understanding the reasons why team members are not available on the floor on a daily basis
  • Understanding patterns of stress and enable solutions to team members
  • Assisting in the resolution of concerns in a mature and professional manner and manage conflict situation among team member in a professional manner
  • Participating in the process of identifying potential talent and invest in their development
  • Mentoring and developing individuals on a regular basis
  • Reading, analyzing and interpreting Data
  • Driving performance improvement through effective coaching to achieve desired performance levels and enable behavioral change as per coaching format
  • Working closely with the account manager to help with completion of reports and other special projects as assigned.
  • Developed strong organizational and communication skills through coursework and volunteer activities.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Excellent communication skills, both verbal and written.

Team Manager

C3 Customer Contact Channels
10.2014 - 09.2016
  • Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Producing accurate reports on team performance for senior managers
  • Provided professional services and support in a dynamic work environment.
  • Duties:
  • Motivating the team to achieve high standards and KPI targets
  • Analyze and identify all performance related issues and ensure appropriate steps to prevent loss
  • Prepare regular reports, perform audit on various operations and evaluate processes as per business requirements
  • Provide support and join improvement based methods
  • Monitoring & reporting on standards & performance targets
  • Arranging & chairing weekly team meetings, focusing on targets & achievements
  • Involved in the recruitment of new staff
  • Providing prompt and accurate information on individual performance
  • Dealing with customer queries and complaints in a professional manner
  • Dealing with and resolving problems and issues which arise
  • Praise team members and creates a positive working environment.

Operations Supervisor

Hilton WorldWide, Hilton
Sofia
10.2013 - 10.2014
  • Responsible for making sure that any gaps in performance or quality are quickly identified and addressed
  • Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards
  • Producing accurate reports on team performance for senior managers
  • Duties:
  • Motivating the team to achieve high standards and KPI targets
  • Analyze and identify all performance related issues and ensure appropriate steps to prevent loss
  • Prepare regular reports, perform audit on various operations and evaluate processes as per business requirements
  • Provide support and join improvement based methods
  • Monitoring & reporting on standards & performance targets
  • Arranging & chairing weekly team meetings, focusing on targets & achievements
  • Involved in the recruitment of new staff
  • Providing prompt and accurate information on individual performance
  • Dealing with customer queries and complaints in a professional manner
  • Dealing with and resolving problems and issues which arise
  • Praise team members and creates a positive working environment.

Team Leader

Hilton WorldWide- Hilton Reservations
Sofia
09.2012 - 10.2013


  • Motivating the team to achieve high standards and KPI targets
  • Dealing with customer queries and complaints in a professional manner
  • Resolving customer enquiries and complaints
  • Dealing with and resolving problems and issues which arise
  • Monitoring & reporting on standards & performance targets
  • Arranging & chairing weekly team meetings, focusing on targets & achievements
  • Involved in the recruitment of new staff
  • Praise team members and creates a positive working environment
  • Providing prompt and accurate information on individual performance.

Customer Service Representative

Hilton WorldWide, Hilton
Sofia
10.2011 - 09.2012
  • As a call center agent I was responsible for supporting and providing superior service via phone,e-mails as a receiver and caller
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Dealing with all complaints via email fairly,impartially and professionally within the timeframe -Handling queries in a professional and courteous manner
  • Provided primary customer support to internal and external customers.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Education

Bachelor's degree - Tourism and Hotel Management

Anatolian University
09.2005 - 05.2010

Skills

    Staff Management

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Certification

Lean Six Sigma Green Belt Certified

Timeline

Team Manager

MNDB LLC
07.2023 - Current

Lean Six Sigma Green Belt Certified

08-2019

Lean Six Sigma Yellow Belt Certified

04-2018

Team Manager of Turkish and Dutch Teams

TILL NOW, Hilton EMEA
09.2016 - 07.2020

Team Manager

C3 Customer Contact Channels
10.2014 - 09.2016

Operations Supervisor

Hilton WorldWide, Hilton
10.2013 - 10.2014

Team Leader

Hilton WorldWide- Hilton Reservations
09.2012 - 10.2013

Customer Service Representative

Hilton WorldWide, Hilton
10.2011 - 09.2012

Bachelor's degree - Tourism and Hotel Management

Anatolian University
09.2005 - 05.2010

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Seyfula Ismail Seyfula