Experience

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  Sixty k ltd (60k)

  Aug 2008 - Dec 2015

  Managing client accounts (EasyJet, Hotelopia, eBay, Seatwave / Ticketmaster, Zumba Fitness, BE Unlimited / Sky, LightingEver, Beaulily) - dealing with every aspect of the client’s customer service, outsourcing and team needs, customer experience, localisation, reporting, maintaining relations with clients;

  • Operations Manager

    Jun 2013 - Dec 2015

  • Customer Service Supervisor

    Nov 2010 - Jun 2013

  • Team Lead

    Apr 2010 - Nov 2010

  • Customer Service Representative

    Aug 2008 - Apr 2010
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  Remix

  Jan 2016 - Nov 2023

  o Led and optimized customer service operations - ensured effective recruitment, training and uptraining of the team, while implementing key procedures, policies and software. Oversaw customer service and experience, monitoring and feedback processes, ensuring high satisfaction. Managed website translations and localization and helped with logistics, payments software and processes to streamline operations and enhance customer engagement.o In charge of Returns team and operations, overseeing the end-to-end returns and refunds process to ensure efficiency and customer satisfaction.o Led and optimized the distribution center’s Training and Quality team to align service standards, enhance operational efficiency, and ensure consistent training and performance monitoring across teams.o Project Manager of the company’s buy-back service – coordinating the development, initial launch and new markets launch across all departments. Show less

  • Head of Customer Operations, Training & Quality

    Jan 2023 - Nov 2023

  • Head of Customer Service

    Oct 2021 - Dec 2022

  • Customer Service Manager

    Jan 2016 - Oct 2021
• 

  Lb consulting ltd.

  Jan 2024 - Dec 2024

  Founder & ceo

  Consulting e-commerce businesses on market entry and expansion strategies in Central and Eastern Europe (CEE). Provided expertise in localization, customer service, logistics and regulatory compliance to ensure seamless market adaptation. Developed tailored strategies to optimize operations, enhance customer experience, and drive sustainable growth in the region.

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  Ozone.bg

  May 2024 - Dec 2024

  Director customer experience

  Managing all aspects of the customer journey and experience – Customer service and support teams; Returns team; live chat and AI integrations; translations and localisation; international logistics and operations improvements; CSAT and NPS optimisation; customer loyalty program etc.