Ilina Mladenova
@ilinamladenova
Operations Team Manager at Teleperformance who raised customer satisfaction from 73% to 90% in one month.
North MacedoniaWhat I'm looking for
At Teleperformance, I used DMAIC, spot checks, and Power BI data to address a customer satisfaction dip on the Booking.com and L'Oréal Group accounts. Customer satisfaction rose from 73% to 90% in one month, above the 85% target.
I managed daily and weekly performance for a team of 20+ agents, developed action plans, and reported progress to clients and upper management. I also coordinated with IT, HR, Training, and Quality, and I'm looking to bring this experience to a Project Manager role.
Experience
Work history, roles, and key accomplishments
Partnership Manager
Capital Solutions
Jul 2026 - Present (4 months)
Support promotion of international real-estate investment opportunities through digital content and social media, gaining exposure to international markets and digital client acquisition.
Managed a team of 20+ agents on Booking.com and L'Oréal accounts, owning performance and action plans. Applied DMAIC and Power BI to improve customer satisfaction from 73% to 90% against an 85% target.
Evaluated agents through live monitoring and spot checks, identifying root causes of performance gaps. Built and ran continuous improvement plans that raised service quality scores.
Resolved front-line customer inquiries in a fast-paced environment.
Sales Assistant
Kariera.mk
Jul 2021 - Sep 2021 (2 months)
Provided sales support in a dynamic environment.
Project Manager & Sales Team Leader
AIESEC Macedonia
Feb 2021 - Jul 2021 (5 months)
Led B2B sales initiatives, strategic partnership outreach, lead generation, and CRM implementation. Delivered sales training and tracked performance data.
Education
Degrees, certifications, and relevant coursework
Ss. Cyril and Methodius University, Skopje
Bachelor's, Marketing
2019 - 2026
Bachelor's in Marketing from the Faculty of Economics, Ss. Cyril and Methodius University, Skopje, spanning 2019 to 2026.
Lean Six Sigma
Yellow Belt, Lean Six Sigma
Certification in Lean Six Sigma Yellow Belt.
Deutsches Sprachdiplom
Deutsches Sprachdiplom (DSD II), German Language
Certification in German language proficiency at the DSD II level.
AI Fluency
AI Fluency: Framework & Foundations, Artificial Intelligence
Certification in AI Fluency: Framework & Foundations.
AI Capabilities and Limitations
AI Capabilities and Limitations, Artificial Intelligence
Certification in AI Capabilities and Limitations.
Claude 101
Claude 101, Artificial Intelligence
Certification in Claude 101.
Tech stack
Software and tools used professionally
Availability
Location
North MacedoniaAuthorized to work in
Salary expectations
Social media
Job categories
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