Sonya Galcheva

Experience

• 

  Raiffeisenbank Bulgaria

  Oct 2008 - Sept 2019

  Product owner of the online and mobile banking system.In charge of development and UX design of the product.Duties include preparing user stories, communicating with external IT vendors as well as all connected internal departments. Reporting and communicating the performance of the product/ system to all affected parties. Providing CBA to secure funding for the program and approval for the projects connected to online banking. Researching for innovative features and new functionalities for online banking and mobile bankingImplementing new features in the mobile app and the online bankingBusiness analytics and monthly reporting of the online and mobile bankingSupporting other departments for optimization of the digital banking environment Team leader of Outbound campaigns team – in charge of meeting the targets of the different campaignsPreparation, monitoring and reporting of outgoing sales campaigns, preparation and updating campaign scripts, Call monitoring, Shift scheduling, Training of new employeesI supervised 10 call center agents in providing excellent customer service to customers requirements.

  • Product owner, Deputy head of department

    Sept 2018 - Sept 2019

  • Manager E-banking

    Aug 2015 - Sept 2018

  • Supervisor Outbound campaigns Call center

    Jun 2013 - Aug 2015

  • Senior Specialist Call center

    Sept 2011 - Jun 2013

  • Specialist Call center

    Oct 2008 - Sept 2011
• 

  Freelance

  Dec 2019 - Jun 2020

  English Teacher

  1on1 English sessions with students from different age groups and levels in English.

• 

  Prophon Bulgaria

  Nov 2020 - Apr 2023

  Business Analyst

  Defining business requirements and development of functionalities of the organization's software; Project management; Reporting; Data analysis; repertoire registration; Right holders communication;