Plamen Dimitrov
CS Deputy Operations Manager - Europe
Vienna
Summary
Adept at operational planning and fostering employee engagement, I significantly enhanced operational efficiency and satisfaction at Entain Services Austria GmbH. My expertise in the operations management and staff development, coupled with a knack for business forecasting, drove substantial improvements, achieving notable KPIs in customer service and team performance.
Overview
6
6
years of professional experience
13
13
years of post-secondary education
2
2
Languages
Work History
CS Deputy Operations Manager
Entain Services Austria GmbH
05.2022 - Current
- Daily operations KPIs - Chat/E-mail/Voice SLAs
- Delivering PULSE KPIs - FTR/CSAT & Self Service
- Leading a team of Shift Leaders to deliver the coverage during the shifts
- Planning & Forecasting across Europe Region - Long-term planning/events and overtime
- Managing & Coordinating daily CS Operations Key stakeholders relationship - CRM/ARM/Payments/Risk/CS Tech/CS P&I/CS Project/Business Project
- Projects - Regulatory changes & CS impacting projects
Interim CS Operations Manager - Europe
Entain Services Austria GmbH
Vienna, Austria, Vienna
01.2024 - 07.2024
- Projects - Unbabel kick off, Genesys Cloud pilot, Zendesk initiatives etc.
- Responsibility for the Customer Focus KPIs - FTR, CSAT and CPA
- Optimizations and Efficiency - Use of WFM NICE & Medallia
- Long term planning across all the regions compliant with each individual labour code
- Close collaboration with the Team Managers under CS Europe and the Head of CS
- Headcount and planning strategies
CS Shift Leader - Central Europe
Entain Services Austria GmbH
10.2021 - 05.2022
- Managed the agents on shift from the CE German team and delegated daily tasks and responsibilities.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enforced company policies and regulations with employees.
- Proactively researching the contact drivers and making sure to decrease unnecessary contacts by increasing the customer satisfaction with the product and the service
CS Senior Agent - Central Europe
Entain Services Austria GmbH
07.2021 - 10.2021
- Coaching new starters and managing the opening of CS Manila Team with German language
- Collaborated with colleagues on cross-functional projects and departments, fostering a positive work environment.
- Worked often as a CS Shift Lead Stand In under the Operations Management in CS Central Europe responsible for the German Team
- QA analysis for the entire team under the supervision of the Team Leader
CS Agent - Central Europe
Entain Services Austria GmbH
11.2018 - 07.2021
- Handling customer inquiries on 2 platforms (MM1 and Vanilla) via chat/e-mail/phone; including but not limited to product related (Sports, Casino, Poker) as well as cashier related matters
- Assessing individual issues and taking appropriate action to ensure customer needs are met
- Escalating system anomalies and general issues faced by customers to the relevant party
- Working with Standard Operating Procedures and delivering service / quality standards to agreed level
Logistics Supervisor
DHL Austria/I.K. Hofmann GmbH
08.2018 - 10.2018
- Coordinated dispatching of 15 drivers to accomplish daily delivery requirements
- Responsibility for the systematization of the drivers' daily deliveries
- Responsibility for the daily complaints and coordination to the relevant suppliers
- Resolved any issues arising from shipment discrepancies or damaged items promptly, minimizing impact on overall operations.
Education
Bachelor of Science - Finance
New Bulgarian Univirsity
Sofia, Bulgaria 10.2016 - 05.2025
High School Diploma -
National Trade And Banking School
Sofia, Bulgaria 09.2009 - 05.2014
Skills
Operational planning and management
Employee engagement and satisfaction
Cost analysis and savings
Staff training and development
Project management
Business forecasting
Budget tracking
Time management
Operational Efficiency
Timeline
Interim CS Operations Manager - Europe
Entain Services Austria GmbH
01.2024 - 07.2024
CS Deputy Operations Manager
Entain Services Austria GmbH
05.2022 - Current
CS Shift Leader - Central Europe
Entain Services Austria GmbH
10.2021 - 05.2022
CS Senior Agent - Central Europe
Entain Services Austria GmbH
07.2021 - 10.2021
CS Agent - Central Europe
Entain Services Austria GmbH
11.2018 - 07.2021
Logistics Supervisor
DHL Austria/I.K. Hofmann GmbH
08.2018 - 10.2018
Bachelor of Science - Finance
New Bulgarian Univirsity
10.2016 - 05.2025
High School Diploma -
National Trade And Banking School
09.2009 - 05.2014
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