Yoana Ivanova

Experience

• 

  TELUS International Europe

  Oct 2008 - Feb 2013

  Main activities and responsibilities:- manage a team of call center agents;- be available to affect the entirety of the team`s operations;- present to the Project Manager at the conclusion of each week a breakdown of thepast week's monitoring checklists and a written performance summary of the team; Main activities and responsibilities: providing the knowledge and expertise in a specificsubject for a project; responsible for writing the questions or just review after they arewritten by assessment writers; suggest exercises and case studies to reinforce learning Main activities and responsibilities : Obtains client information by answering telephone calls;interviewing clients; verifying information.

  • Assistant Supervisor / Supervisor

    Feb 2011 - Feb 2013

  • Subject Matter Expert (SME)

    May 2009 - Feb 2011

  • Teleagent with German language

    Oct 2008 - May 2009
• 

  TELUS International Europe

  Oct 2015 - now

  Senior HR Specialist