Ralitsa Petrova

Experience

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  Sutherland

  Nov 2016 - Dec 2019

  · Manage and educate team members in correct and effective troubleshooting. · Participate in ramping up new colleagues.· Coach agents that deal with the respective technology cases on specific issues. Create, facilitate, revise and create training materials and documents to equip staff with fundamental skills and knowledge.· Perform training sessions when product changes or releases are present to both agents and staff· Work with the rest of the SMEs to share action plans and best practices.· Responsible for metrics of the respective technology· Monitor real-time queues and identify potential issues.· Perform negative survey analysis and provide timely feedback to consultants.· Strengthen relationships: Establish and maintain communication with clients and/or team members. Show less

  • Email Subject Matter Expert - Google project

    Mar 2019 - Dec 2019

  • Technical Support Representative - Google project

    Nov 2016 - Mar 2019
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  Leanplum

  Dec 2019 - now

  · Onboard new clients for using email with Leanplum· Assist in developing improvement plans for customers based on established best practices for email deliverability· Offer customers information and relevant tools to understand and measure deliverability health· Provide customers with knowledge about list hygiene, email deliverability best practices, IP and domain warming strategy, and optimal email deployments· Proactively collaborate on client retention by engaging with key customers· Address behaviours that may pose a risk to Leanplum's email platform· Support business areas internally with information and training· Collaborate cross-functionally to support internal initiatives such as process improvement and product development Show less

  • Email Deliverability Specialist

    Dec 2021 - now

  • Email Deliverability Associate

    Dec 2019 - Dec 2021
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  CleverTap

  Jun 2022 - now

  · Onboard new clients for using email with Clevertap· Assist in developing improvement plans for customers based on established best practices for email deliverability· Offer customers information and relevant tools to understand and measure deliverability health· Provide customers with knowledge about list hygiene, email deliverability best practices, IP and domain warming strategy, and optimal email deployments· Proactively collaborate on client retention by engaging with key customers· Address behaviours that may pose a risk to Clevertap's email platform· Support business areas internally with information and training· Collaborate cross-functionally to support internal initiatives such as process improvement and product development· Create and maintain internal and external documentation regarding email deliverability Show less

  • Email Deliverability Manager

    Feb 2024 - now

  • Email Deliverability Specialist

    Jun 2022 - Feb 2024