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Atanas Todorov

Atanas Todorov

Assistant Supervisor

TELUS International Europe

Sofia, bg

A certified BPO professional with extensive experience in back-office support, ticketing systems, technical setup, solution creation, recruitment and result-driven team management practices, all combined together to ensure top-level customer support.

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TELUS International Europe

Assistant Supervisor

Supervision and coordination of a team of 70 people.


• Meeting team's targets and KPIs
• Communication with the client company
• Interviewing and hiring new employees
• Reporting and communicating with senior management
• Team engagement
• Lowering attrition rates
• Ensuring ISO quality standards are met
• Escalations
• Feedback and training for the agents
• Performance management and reviews
• Coaching
• Project management
• Team quality level
• Service Monitoring
• Organizing and managing payouts
• Project implementation
• End-to-end back office processes
• Statistical process control
• Workforce management
• Account gross margin management

Achievements: Several successful new project implementations; Managed to lead the team to growth, causing it to double in size; Brought new business to the company; Promoted 3 people to Subject Matter Expert positions; Managed to implement a bonus system for the whole team, based entirely on my model; Proposed and put in place an effective customer complaints management process.

University of National and World Economy

Bachelor, Business Administration

TELUS International Europe

Subject Matter Expert

Supervision and coordination of a team of 40 people.

• First POC for CSRs
• Escalations
• Feedback and trainings for the agents
• Meeting team's targets and KPIs
• Reporting
• Team motivation
• Communication with the client company
• Administrative tasks within the team
• Interviewing and hiring new employees

Achievements: Learned a lot about CS team management, contact center mechanisms and operations; Actively assisted in the implementation process for a whole new account in the company, before taking over it.

TELUS International Europe

Customer Care Agent

• Dealing with customer calls and emails
• Adhering to the client procedures

164 GPIE Miguel De Cervantes, Sofia

High School Degree, Fluent in English and Spanish, Proffesional working profficiency in French, Limited knowledge of Portuguese

TELUS International Europe

Mentor

• Helping new employees to adjust to the team
• Training
• Supporting the supervisors in their daily tasks
• Reporting