Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Quote
Timeline
BusinessAnalyst
Michaela Petkova

Michaela Petkova

Sofia, Bulgaria

Summary

Forward-thinking professional experienced working with cross-functional teams to achieve long-term business needs. Skilled in Project Management and Strategy Building to execute organizational goals. Detail-oriented, result-driven and a team player.

Overview

7
7
years of professional experience

Work History

Strategic Customer Initiatives Manager

DraftKings Inc.
2023.03 - Current
    • Planned, designed, and scheduled phases for large projects.
    • Monitored project performance to identify areas of improvement and make adjustments.
    • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
    • Provided detailed project status updates to stakeholders and executive management.
    • Developed and implemented strategic project plans to meet business objectives.
    • Drafted project reports to identify successful outcomes, insights and future recommendations.
    • Monitored project progress, identified risks and took corrective action as needed.

Senior Training & Consultancy Specialist

DraftKings Inc.
2020.01 - 2023.03
  • Providing consultancy and training to clients for following services: Customer Support, Payments, Risk ,KYC/AML, Marketing, etc.
  • Collaborated with other departments to align training programs with organizational goals and objectives.
  • Create presentations, knowledge base and programs for consultancy
  • Training new staff for Customer Support

VIP Account Manager

DraftKings Inc.
2021.04 - 2022.04
  • Built relationships with customers and community to establish long-term business growth.
  • Managed accounts to retain existing relationships and grow share of business.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.

Quality Assurance Team Lead

SB Tech
2017.08 - 2020.01
  • Ensure that company is compliant with licenses objective, policies and best practices through auditing and review
  • Prepare and analyze weekly/monthly reports on individual and team performance
  • Provide monthly summary and quarterly briefing to CSD management
  • Manage QA's performance feedback on monthly basis and semi-annual evaluations
  • Established metrics, applied industry best practices and developed new tools and processes.
  • Coached and motivated 4-person QA team to develop competencies

Quality Assurance Specialist

SB Tech
2017.02 - 2017.08
  • Monitor customer contacts and transactions, evaluating and documenting performance of customer service agents as compared to departmental standards
  • Perform risk management due diligence in identifying compliance, conflict of interest, policy and procedure deficiencies that occur during telephone, e-mail and chat interactions within contact center
  • Provide feedback on performance to monitored Customer Service Representative (CSR), which is also shared with leadership as element of CSR's ongoing performance evaluation and coaching
  • Develop and monitor metrics related to quality to identify and provide recommended solutions for performance trends and issues impacting customer satisfaction and quality

Education

MicroMaster - Digital Leadership Transformation

Boston University
Online
08.2022

Master of Arts - International Conflict Studies

King's College London
London, United Kingdom
12.2013

Bachelor of Arts - European Studies

The Hague University of Applied Sciences
The Hague, The Netherlands
07.2012

Skills

  • Project Management
  • Strategic business initiatives
  • Decision-Making
  • Research
  • Critical Thinking
  • Attention to detail

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Strategic Customer Initiatives Manager

DraftKings Inc.
2023.03 - Current

VIP Account Manager

DraftKings Inc.
2021.04 - 2022.04

Senior Training & Consultancy Specialist

DraftKings Inc.
2020.01 - 2023.03

Quality Assurance Team Lead

SB Tech
2017.08 - 2020.01

Quality Assurance Specialist

SB Tech
2017.02 - 2017.08

MicroMaster - Digital Leadership Transformation

Boston University

Master of Arts - International Conflict Studies

King's College London

Bachelor of Arts - European Studies

The Hague University of Applied Sciences
Michaela Petkova