GIGanime Ilyaz
@ganimeilyaz
Experienced Customer Support Operations Manager with a passion for success.
BulgariaWhat I'm looking for
As an accomplished Customer Support Operations Manager, I thrive on the challenges of leading diverse teams and ensuring exceptional service delivery. With a strong background in managing operations across various sectors, I have honed my skills in team management, performance reviews, and stakeholder engagement. My current role at Comstream has allowed me to spearhead initiatives that enhance employee motivation and operational efficiency.
Throughout my career, I have consistently demonstrated my ability to adapt to new challenges and drive results. From managing teams at Alorica Bulgaria to leading customer care operations at Foris Europe EOOD, I have developed a keen understanding of the dynamics of customer support and the importance of fostering a positive work environment. My educational background in Human Resources complements my practical experience, equipping me with the tools to cultivate talent and enhance team performance.
Experience
Work history, roles, and key accomplishments
Operations Manager
Comstream
Feb 2023 - Present (2 years 3 months)
As Operations Manager, I manage multiple teams, including a customer support team of 30. I conduct performance reviews, coaching sessions, and maintain employee motivation. I also gather requirements from stakeholders and act as a key decision-maker alongside the CEO.
Team Manager
Alorica Bulgaria
Jul 2022 - Feb 2023 (7 months)
Managed a team of 15, overseeing quality assurance sessions and operational tasks. I provided regular reports and participated in management meetings, stepping in for the Operations Manager as needed.
Customer Care Team Lead
Foris Europe EOOD
Jan 2022 - Jul 2022 (6 months)
Led a team of 10 in providing customer care services. Conducted QA sessions, managed operational tasks, and participated in management meetings, while also stepping in for the Operations Manager when required.
Service Desk Analyst
Experian PLC
May 2019 - Jan 2022 (2 years 8 months)
Supported incident desk functions, managing escalations and communications with end-users. Produced management reports and assisted in the creation of SLAs and OLAs.
Sales and Support Consultant
Sutherland Global LTD
Feb 2018 - Mar 2019 (1 year 1 month)
Provided high-level support to clients, addressing their needs and assisting with product onboarding to enhance customer satisfaction.
Team Leader of Customer Support
Crossplatform Digital LTD
Dec 2016 - Dec 2017 (1 year)
Led a customer support team, ensuring high-level service and prompt responses to customer requests. Organized training for new employees and prepared data for reporting.
Customer Support
Publix LTD
Dec 2016 - Dec 2017 (1 year)
Provided high-level customer support, responding promptly to requests and collaborating with other departments to improve processes.
Education
Degrees, certifications, and relevant coursework
SOSofia University “St Kliment Ohridski“
Master's Degree, Human Resources
2011 - 2013
Completed a Master's Degree in Human Resources, focusing on the strategic management of human capital and organizational behavior.
SOSofia University “St Kliment Ohridski“
Bachelor of Geography and Geography teacher, Geography
2007 - 2011
Earned a Bachelor's degree in Geography and trained to become a Geography teacher, covering various geographical concepts and teaching methodologies.
„Boyan Petkanchin“
High School Diploma, Mathematics and Science
2002 - 2007
Completed high school education with a focus on mathematics and science, developing strong analytical and problem-solving skills.
Tech stack
Software and tools used professionally
Availability
Location
BulgariaAuthorized to work in
Salary expectations
Social media
Job categories
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