Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Veselina Krumova

Sofia

Summary

Result-focused and proactive Senior Project Manager with 15+ years of experience in Customer Service operations and people management.

Successful in leading complex cross-vertical programs that require alignment and coordination between the members of the program team (project and process managers) and in close collaboration with all stakeholders (CS Operations, Legal, Data Protection Office, Product & Tech, Quality and Training, Marketing, etc.).

Strong relationship builder, excelling at data analysis, completing multiple tasks simultaneously, and following through to achieve project goals.

Overview

16
16
years of professional experience
3
3
Languages

Work History

Senior Project Manager

JUST EAT Takeaway.com
2020.03 - Current

Outline:

Working for the Customer Service Project Delivery Team, I am responsible for leading programs that require cross-collaboration and coordination with multiple teams. 17 countries in scope, with the main goal of increasing efficiency and customer/partner satisfaction.


Main responsibilities:

  • Define the project vision, key principles, objectives, success metrics, and scope.
  • Work closely with the Product & Tech teams in defining, agreeing on, and delivering the solution.
  • Coordinate alignment activities within different JET teams to make sure the proposed solution is in line with existing regulations and company policies.
  • Monitor project progress, anticipate potential bottlenecks, and implement preventative action.
  • Facilitate change management activities to ensure all internal stakeholders and partners are well-informed before the change release.
  • Support hyper-care after go-live in close collaboration with CS operations and P&T teams.
  • Managed the project to successful completion and closeout.


Customer Service Manager Bulgaria

Takeaway.com
2018.12 - 2020.03

Outline:

As Customer Service Manager, I was responsible for the operations in Bulgaria, with a main focus on aligning the local processes with the global ones, supporting the new tool releases, and improving the department's performance.


Main Responsibilities:

  • Oversee the Customer Service team of 4 Team leaders and 40 Agents.
  • Monitor day-to-day operations and KPIs to achieve department targets.
  • Evaluate employee performance, give constructive feedback, and recognize achievements.
  • FTE budget planning.
  • Support the implementation of new processes and tools in close collaboration with the Customer Service Process and Project team and in alignment with all relevant local departments.


Key Achievements/Projects:

  • Establish the Bulgarian CS Quality and Training team, including hiring team members, defining training plans, and setting quality standards.
  • Introduce assessment centers to shorten and improve the new employee hiring process.
  • Support the Zendesk release.

Head of Business Customer Service Department

Mobiltel
2008.01 - 2018.06

Outline:

Worked for the biggest Bulgarian telecommunications provider. Responsible for reaching the department's KPIs and ensuring that all employees provide excellent service in alignment with company policy and processes.


Main Responsibilities:

  • Manage a team of 4 Heads of Pillars and 120 Agents.
  • Monitor SLAs and KPIs to achieve department targets.
  • Develop and implement standards and procedures to guide staff activities.
  • Monitor staff performance and develop improvement plans.
  • Identify ongoing issues and implement solutions to maintain optimum service levels.
  • Collaborate with third-party vendors to enhance the customer experience.


Key Achievements/Projects:

  • Establish telesales and acquisition teams to increase revenue.
  • Develop a new incentive scheme to decrease the attrition rate.

Education

Bachelor of History -

Sofia university “St. Kliment Ohridsky”
Sofia

English class

39 High school “Petar Dinekov”
Sofia

Skills

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Languages

Bulgarian
Bulgarian
English

Timeline

Senior Project Manager

JUST EAT Takeaway.com
2020.03 - Current

Customer Service Manager Bulgaria

Takeaway.com
2018.12 - 2020.03

Head of Business Customer Service Department

Mobiltel
2008.01 - 2018.06

Bachelor of History -

Sofia university “St. Kliment Ohridsky”

English class

39 High school “Petar Dinekov”
Veselina Krumova