Stefani Nikolova
Sofia,Sofia-Capital
Summary
Outbound Campaign Manager with experience leading multi-market campaigns and driving measurable performance improvements. Expert in KPI analysis, team coaching, and client communication, with a track record of optimizing advisor performance and ensuring smooth campaign operations across technical and operational areas.
Overview
7
7
years of professional experience
Work history
Outbound campaign manager
Concentrix
Sofia, Sofia-Capital
2025.02 - Current
- New project
- Manage outbound campaigns across nine international markets to ensure smooth execution and alignment with business objectives.
- Coordinate with team leaders and support staff to manage campaign delivery and maintain operational consistency.
- Track and analyse key performance indicators such as reach rates, engagement metrics, and productivity.
- Compile and present performance reports weekly, monthly, and quarterly to the client.
- Communicate proactively with client and stakeholders across markets to ensure expectations are managed and performance improved.
- Aid team leaders and quality analysts in enhancing advisors' communication and empathy skills.
- Monitor technical setup and functionality of outbound campaigns, ensuring tools and software are optimally used.
- Identify and report technical issues, working with IT teams to resolve problems promptly.
- Facilitate ongoing optimisation of processes and campaign strategies through data insights and collaboration.
Team leader supervisor
Concentrix
Sofia, Sofia-Capital
2021.12 - 2025.01
- Assisted customer service teams with inbound support calls and outbound campaigns related to heated tobacco devices.
- Monitored daily operations to help meet service level agreements and key performance indicators.
- Provided coaching to enhance agent skills and improve customer interactions.
- Conducted call reviews to identify training needs and quality improvements.
- Developed strong relationships within the team, fostering a collaborative working environment.
- Managed shift schedules for efficient workflow.
- Gathered performance data and contributed to reports on team progress.
- Addressed escalated customer issues to ensure satisfactory resolution.
- Encouraged a positive work environment promoting motivation and accountability.
- Held business reviews with the client on a weekly basis.
Senior customer service advisor
Concentrix
Sofia, Sofia-Capital
2019.09 - 2021.12
- Assisted clients with complex inquiries, ensured they were satisfied with the resolutions provided.
- Demonstrated excellent product knowledge whilst assisting customers on various platforms such as call, chat and email support channels.
- Worked on Outbound Campaigns, providing guidance on their newly purchased product and how to get used to it.
Education
Diploma of Higher Education - Foreign language education with English and Russian
125 High School
Sofia, Sofia-Capital /2008 - /2013
Bachelor's Degree - Economics of Tourism with English
University of National and World Economy
Sofia, Sofia-Capital /2013 - /2017
Skills
- Decisive decision-making
- Knowledge sharing
- Communication excellence
- Constructive criticism
- Tolerance and patience
- Process Improvement
- Team performance data analysis
- Key Performance Indicator (KPI) management
- Client support
Languages
English
Advanced (C1)
Affiliations
- Photography
- Yarn jewelry making
Timeline
Outbound campaign manager
Concentrix
2025.02 - Current
Team leader supervisor
Concentrix
2021.12 - 2025.01
Senior customer service advisor
Concentrix
2019.09 - 2021.12
Diploma of Higher Education - Foreign language education with English and Russian
125 High School
/2008 - /2013
Bachelor's Degree - Economics of Tourism with English
University of National and World Economy
/2013 - /2017