Нанко Иванов
@0005060
I lead customer experience teams that improve service performance, resolve complaints, and develop future leaders.
BulgariaWhat I'm looking for
At ResultsCX, I lead customer experience teams of 15+ people across office, hybrid, and remote environments, driving accountability, engagement, and customer excellence through coaching.
I've maintained NPS and CSAT results 10% above target, delivered sales performance 2% above site average, kept compliance above 95%, and achieved annual employee turnover below 5%. I also delivered a 100% complaint resolution rate and coached more than 12 colleagues into higher-level roles.
I use performance data, customer insights, root cause analysis, and AI-assisted reporting to turn operational results into practical coaching and improvement plans. My work also includes recruitment, induction training, scheduling, KPI management, performance reviews, and technical customer support.
Experience
Work history, roles, and key accomplishments
Customer Experience Leader
ResultsCX
Feb 2017 - Present (9 years 6 months)
Led customer service teams of 15+ people, consistently maintaining NPS and CSAT results 10% above target and achieving all productivity and operational KPIs. Coached and mentored over 12 colleagues into higher-level positions and delivered a 100% complaint resolution rate.
Education
Degrees, certifications, and relevant coursework
University of Plovdiv Paisii Hilendarski
Bachelor's degree, Business Administration and Management
2011 - 2015
Bachelor's degree in business administration and management, General.
Tech stack
Software and tools used professionally
Availability
Location
BulgariaAuthorized to work in
Job categories
Skills
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