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.
03.2023 - 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.
01.2020 - 03.2023
- 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.
04.2021 - 04.2022
- 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
08.2017 - 01.2020
- 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
02.2017 - 08.2017
- 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
Online08.2022
Master of Arts - International Conflict Studies
King's College London
London, United Kingdom12.2013
Bachelor of Arts - European Studies
The Hague University of Applied Sciences
The Hague, The Netherlands07.2012
Skills
- Project Management
- Strategic business initiatives
- Decision-Making
- Research
- Critical Thinking
- Attention to detail
Languages
Bulgarian
Native language
English
Proficient
C2
German
Proficient
C2
Spanish
Upper intermediate
B2
Dutch
Intermediate
B1
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.
03.2023 - Current
VIP Account Manager
DraftKings Inc.
04.2021 - 04.2022
Senior Training & Consultancy Specialist
DraftKings Inc.
01.2020 - 03.2023
Quality Assurance Team Lead
SB Tech
08.2017 - 01.2020
Quality Assurance Specialist
SB Tech
02.2017 - 08.2017
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
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