Veselina Krumova

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.

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.

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.