Nataliya Koleva

Experience

• 

  MAK Hotel

  Apr 2003 - Oct 2005

  - Seasonal occupation only in the summer• Organising and controlling sales of MAK Hotel• Preparing and analysing sales contracts with Hotel Manager and tour operators• Arranging contact between MAK Hotel and tour operators• Preparing action plans for increasing or limiting sales• Efficiently organising and smoothly solving the problems with over-bookings• Making decisions in stressful situations• Analysing current situation of sales and market• Preparing different kind of weekly and monthly reports Show less

  • Deputy Hotel Manager

    Jul 2005 - Oct 2005

  • Front Desk Receptionist

    Apr 2003 - Jun 2005
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  E.ON

  Jun 2006 - Apr 2010

  • Planning and organising meetings and communication between Board of Management (BoM) and other functional Divisions and Departments of E.ON Bulgaria• Organising and technically preparing all necessary documents such as reports, letters, notices, faxes, etc., regarding the activities of BoM• Processing, classifying and keeping records of incoming and outgoing correspondence• Organising internal and external business meetings of BoM members• Assisting BoM members in their administrative and logistics activities• Assisting BoM in efficiently organising and smoothly solving different problems• Keeping correspondence and making translations in English, German and Bulgarian• Participating and preparing projects and presentations• Preparing and organising operational paperwork Show less • Planning, organising and coordinating meetings of Energy Data Management Division’s Head• Keeping correspondence of Division’s Head in English, German and Bulgarian• Receiving, organising and forwarding incoming correspondence of the Division’s Head• Organising and participating in seminars, conferences and meetings• Written and verbal translations in English, German and Bulgarian• Keeping records and protocols from important meetings in English, German and Bulgarian• Preparing Power Point presentations and reports on various topics and issues• Supporting Division’s Head in every organisational and administrative issues and daily matters Show less

  • Performance Management Specialist

    Apr 2009 - Apr 2010

  • Assistant To The Board

    Oct 2007 - Apr 2009

  • Office Assistant

    Jun 2006 - Sept 2007
• 

  ENERGO-PRO

  Apr 2010 - Oct 2014

  • Identifying and assessing internal and external training needs within the company• Meetings with managers and supervisors to ascertain staff training needs• Developing, organising, conducting and evaluating training programs• Creating teaching materials and training new recruits• Evaluating training effectiveness and data input in company’s HR software /OMEKS/• Developing bonus scheme based on specific Department KPI’s for company employees• Coordinating data gathering and KPI’s calculation of bonus system for company employees and reporting the results to the Management Show less • Coordinating and supervising the preparation of monthly reports to the Management based on approved Company’s key performance indicators (KPIs)• Coordinating, supervising the preparation and presenting monthly benchmarking analyses per Regional Centres to the Management based on approved Company’s KPIs• Coordinating and supervising the preparation of monthly reports per Divisions and Regional Centres regarding the KPIs’ implementation of bonus system for company employees• Preparing add-hoc reports and presentations for the Management of Energo-Pro Grid for internal and external events such as meetings, press conferences, etc.• Coordinating data gathering and KPI’s calculation of bonus system for company employees and reporting the results to the Management• Planning and managing Department’s functions and activities; Setting Department’s goals, tasks and priorities on weekly, monthly or spot basis Show less

  • Senior Human Resources Specialist

    Jul 2014 - Oct 2014

  • Manager Performance Management

    Apr 2010 - Jul 2014
• 

  Sitel

  Nov 2014 - Dec 2022

  • Conducting staff performance reviews, assessing needs, cost/benefit analysis and other operational strategy assessments• Establishing a high standard for productivity, quality, customer service, as well as defining user guidelines• Developing company systems for customer interaction and voice response and control the implementation process• Managing and improving centre performance through performance monitoring, problem resolution, system audits and quality assurance measures• Aiding human resources department in recruitment process by interviewing potential hires and outlining clear job expectations• Preparing annual budget after estimating necessities, correcting overspending, analysing cost variance and scheduling expenses• Summarising, collecting and analysing call centre trends and data for regular performance reports• Overseeing system maintenance and upgrade implementation, calling for repairs and trouble shooting as needed• Maintaining consistent professional improvement through company provided workshops, tracking call centre trends and active participation in team projects Show less

  • Operations Manager

    Nov 2017 - Dec 2022

  • Quality Assurance Specialist

    Nov 2014 - Nov 2017
• 

  Hello.de

  Jan 2023 - now

  Human Resources Manager

  • Managing the staffing process, including recruiting, interviewing, selecting, hiring and onboarding• Ensuring job descriptions are up to date and compliant with all local and state regulations• Developing, monitoring and maintaining the overall human resources strategies, systems, processes, tactics and procedures across the organisation• Partnering with management to ensure strategic human resources goals are aligned with business initiatives• Investigating employee issues and conflicts and bringing them to resolution• Supporting current and future business needs through the development, engagement, motivation and preservation of human capital• Ensuring the organisation’s legal compliance throughout human resource management• Conducting personnel performance and salary reviews• Providing support and guidance to human resources staff• Nurturing a positive working environment• Overseeing and managing a performance appraisal system that drives high performance• Maintaining pay plan and benefits program• Assessing training needs to apply and monitoring training programmes• Reporting to management and providing decision support through HR metrics Show less