Milena Yordanov

MILENA YORDANOVA YORDANOV Address: Sofia, zk. Dragalevci, Vasilii Vrach Str. 2 Email:- Tel No. - PERSONAL PROFILE Languages: Bulgarian, Polish (mother tongue), English (C2) Lean/Six Sigma project development Long term experience in BPO industry – best practices and knowledge of metrics, forecasting, staff planning, and scheduling Project transitions - Implementation and transition of workforce planning, reporting, scheduling and real time management Motivated team player able to create, maintain and develop a strong working relationship with people of different national and cultural backgrounds Project Management skills - strong work force management, leadership and Customer service skills People development- preparing and applying skill and knowledge enhancement plans for team members Detail oriented with very good analytical and numeric skills; able to work under pressure; proactive Additional Skills: Lean/Six Sigma Yellow Belt, SAP, Siebel, Oracle, Avaya, CMS Supervisor, Internet (e-mail, www), Windows, MS Office suite, SIOX, Right now, NICE , Blue Pumpkin Completed trainings- Business Reviews, Induction Process, Managing Change, Managing Conflict, Having fun at work, BTP, Bridge Planning, VBM, Outlier management WORK EXPERIENCE 1/02/2019- till present Team Leader at Alorica Bulgaria Ltd. 1/10/2015 – 31/01/2019 Customer Service Team Leader at Borealis L.A.T Bulgaria Ltd. Manages the Order to Cash process for all deliveries to customers in the defined area Team Management- set goals, ensure flawlessness of the processes and procedures, Analyse and balance workload, performance reviews, recruitment and etc. assure that the agreed internal and external customer service levels and KPI targets are delivered assure Customer Excellence on all levels Participate in cross-functional projects and Supply Chain projects to improve performance, OTC process, procedures and tools Analyses, meetings and reporting- team members and steak holders Managing own Customer portfolio Daily work with SAP and Transporeon 1/01/2010 - 30/09/2015Team Manager in Microsoft Mobile Devices (ex- Nokia) at “Sitel Bulgaria” Ltd Reporting and business analysing- country specific contact centre performance data; project reports- KPI Responsible for international team of Technical and Advance Complaint Handling Advisors (Poland, Hungary, Czech Rep., Slovakia, Greece, Romania, Turkey) Managing customer expectations Highlighting opportunities for improvement (indicating weak/strong points of the Advisors work)- preparation of monthly and quarterly evaluation plans, motivation and appraisal programs Preparation of schedules and holiday plan- forecasting, staff planning, and scheduling Preparation of detailed operational daily reports for Client Project Manager Informing superiors about not beneficial situations, that might influence quality of the service Social Media channels support and development 01/10/2008- 12/2009Advanced Technical Care Team for Nokia devices at “Sitel Bulgaria” Ltd Nokia advanced technical care support, product knowledge and troubleshooting Basic complaint handling (on technical complaint issues) 10/2007- 10/2008Forwarding agent in “Boyan Trans”Ltd Organisation and control of procurements and delivery Office organisation 05/- Channel Development Representative for "Intel" in Bulgaria at "TIM" Poland Establish and maintain influential customer relationships that enable achievement of plans and objectives Understand Customers business performance and advice customer specific activities Communicate approved retail activities, promotional plans, merchandising and new products launches with key customers. EDUCATION-Master degree in Tourism and Recreation - Polish Academy of Physical Education, Warsaw, Poland -High school degree - 81st “Victor Hugo”, Sofia-High school degree - Comprehensive School for Polish Residents Abroad, Warsaw and Comprehensive school supported by Polish Embassy in Sofia, Bulgaria ADDITIONAL EXPERIENCE AND ACTIVITIES Track trainee for Process Improvement Program Manager Postgraduate studies- Valuation of real estate EFS course- Specialist to matters of modern management systems accordingly with norms of European Union Tour guide Supervisor on a children’s holiday camps Driving license (cat. B)