Boryana Toneva

Experience

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  William Hill

  Sept 2007 - Dec 2018

  Leading a division of 50 employees and 4 shift leaders in a multi-cultural and dynamic working environment. Responsible for team's performance, ensuring it meets set targets for efficiency and quality. Ownership of driving changes and implementing new company policies in the team, proposals for improvement, performing the needed training sessions and development processes.* Managing the day-to-day activities of the team* Organizing, managing and developing Italian CS team in multiple e-gaming products - Casino, Poker, Sports book, Bingo and Vegas games* Scheduling and vacation processes* Conducting monthly/yearly staff performance reviews evaluate key things with staff and SL managerial team for effective development and growth* Monitoring of company daily/weekly/monthly SLAs and drawing conclusions for better efficiency* Monitoring and analyzing team/product performance and trends* Ensuring high quality and accuracy of work from CSA and Shift Leaders teams* Forecasting and analyzing recruitment needs, conducting interviews to hire staff* Forecasting and analyzing results before major events (Euro championship/World cup) to cope with incoming contacts Show less

  • Italian market team leader

    Oct 2011 - Dec 2018

  • Quality assurance with Italian language

    Aug 2010 - Oct 2011

  • Customer support specialist with Italian language

    Sept 2007 - Aug 2010
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  Fantastic Services

  Dec 2018 - Jun 2020

  - Accountable for Customer service, Social media, Quality and Schedule/WFM team units- Manage remotely outbound/inbound call center operations with 100+ FTEs- Establish policies and directives to ensure that the customer service sector is in line with company objectives- Work independently with the customer service budget in an effort to increase yield while reducing cost- Measure and track several KPIs to enhance customer experience and improve customer retention, reporting directly to directors by creating various reports and presentations to assess performance and recommend different strategies for improved clients' experience- Implement new policies and practices leading to reduction in cost and improving the efficiency, quality and teams’ organization- Develop and implement strategies to improve customer satisfaction and increase client life-time- Re-design quality program to more accurately evaluate teams’ performance, reduce error rate and provide feedback to training team- Eliminate task redundancy by moving specialized skills of individuals to shared skills across the entire staff, leading to positive impact on coverage and cost- Lead, motivate, and mentor organizational team of call center managers responsible for day-to-day operational functions Show less Oversee day to day operations in Customer Service Department and ensure operational targets are met on a daily, weekly and monthly basis- Manage the performance of a team of CS managers and Team leads, responsible for hiring, training, and development of both managers and CS agents- Recommend changes in guidelines, procedures, policies as well as provide operational direction to the team and resolve operational issues to ensure effortless employees and clients journey- Assist senior management in driving change and implementing strategies- Look for different ways of increasing the quality of the service provided by Customer service team- Close work and cooperation with IT, Marketing, Sales and Service Experience departments to align all CS process with company goals and make sure appropriate changes are made to resolve clients’ pain points Show less

  • Head Of Customer Care

    Feb 2019 - Jun 2020

  • Customer Service Operations Manager

    Dec 2018 - Feb 2019
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  Square Consultancy Ltd

  Dec 2020 - now

  Director Customer Care

  ● Responsible for Customer service, Sales, Quality & Training departments● Manage call center with a staff of 150+ people, directly managing Customer care Operations managers and Supervisors● Lead, motivate, and mentor direct reports by organizing regular 1:1 session, focusing on improving personal skillset, knowledge and management style● Eliminate task redundancy by moving specialized skills of individuals to shared skills across the entire staff, leading to positive impact on coverage and cost● Implement performance management programs - Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities ● Define, measure and track KPIs to improve customer experience; create various reports and presentations using customer insight and root cause analytics to identify companywide improvements and present these to the Board/Senior Stakeholder Peers● Identify new tools and technologies to better serve the customer ● Develop and implement strategies to improve CSAT and reduce churn rate● Design quality program to evaluate teams’ and individual performance, identify knowledge gaps and provide feedback to Training team Show less