Viktoria Kalaydzhieva

Work History

Lead 2Lid

09.2022 - Current

Took over sales operations during a departmental restructuring, ensuring continuity and performance;
Recruited and onboarded 20+ sales agents across multiple teams;
Led onboarding, performance evaluations and created internal reporting processes across the department;
Managed several sales teams, maintaining consistent performance through coaching and support;
Implemented monthly performance targets and KPI tracking systems;
Oversaw bonus calculations and payroll inputs for 40–50 agents monthly;
Communicated directly with trading platform support regarding payment issues and resolutions;
Enhanced customer experience by resolving service issues efficiently and professionally;
Facilitated team-building activities that strengthened collaboration and morale;
Analyzed sales metrics to identify performance gaps and optimize the operations strategy;
Led transition to new sales platform, minimizing downtime and ensuring smooth adoption process for sales team;
Increased lead-to-sale conversion rate by 20% through targeted sales scripts and coaching initiatives;
Improved agent productivity KPIs by 25% via onboarding redesign and performance tracking;
Standardized internal workflows and documentation practices, improving cross-team collaboration and reducing onboarding time for new employees.

Queste Ltd

09.2018 - 09.2022

Led operational management for more than five multilingual teams and their leaders, ensuring consistent performance and full alignment with company goals;
Engaged stakeholders and executed strategic initiatives across departments;
Managed a core sub-team of 3–5 specialists and led all system-related technical and procedural escalations;
Optimized auto dialer systems, enhancing efficiency, compliance, and conversion rates;
Ensured seamless coordination between systems, teams, and business goals;
Created and maintained websites via WordPress and other CMS tools to uphold brand and lead generation consistency.

Queste Ltd

10.2016 - 09.2018

Onboarded, coached, and monitored the performance of 15+ pre-sales agents multilingual teams;
Identified and nurtured top-performing talent, many of whom were promoted internally;
Developed onboarding processes, call scripts, and productivity routines;
Designed training flows to enable agents' skills growth and internal career progression.