# Ilina Mladenova

Ilina Mladenova is a remote worker on Himalayas, Partnership Manager at Capital Solutions, based in North Macedonia.

Source: https://himalayas.app/@ilinamladenova

```text
Operations Team Manager at Teleperformance who raised customer satisfaction from 73% to 90% in one month.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | North Macedonia |
| Authorized to work in | North Macedonia |
| Salary expectations | 35k+ USD |
| Job categories | Project Manager |
| Skills | Operations Management, Performance Management, Action Planning, performance reporting, DMAIC, Lean Six Sigma, Process Mapping, Quality Assurance, Compliance, Team Leadership, Coaching, Stakeholder Communication, Client Reporting, Change Management, B2B Sales |
| LinkedIn | https://linkedin.com/in/ilinamladenova |

## What I'm looking for

```text
I'm looking to bring my operations experience to a Project Manager role.
```

## About

```text
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

### Partnership Manager (current)

Capital Solutions. Jul 2026 - Present

```text
Support promotion of international real-estate investment opportunities through digital content and social media, gaining exposure to international markets and digital client acquisition.
```

Skills: Digital-Marketing, Social-Media, Client-Acquisition, International-Markets

### Operations Team Manager

[Teleperformance](https://himalayas.app/companies/teleperformance-com). Jan 2025 - Dec 2026

```text
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.
```

Skills: DMAIC, Lean-Six-Sigma, Power-BI, Excel, Team-Leadership, performance-reporting, Stakeholder-Communication, Change-Management, Quality-Assurance, IT-coordination, HR-Coordination

### Quality Coach

[Teleperformance](https://himalayas.app/companies/teleperformance-com). Jan 2022 - Dec 2025

```text
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.
```

Skills: Quality-Assurance, Coaching, Monitoring, Continuous-Improvement, Root-Cause-Analysis

### Customer Service Representative

[Teleperformance](https://himalayas.app/companies/teleperformance-com). Jan 2021 - Dec 2022

```text
Resolved front-line customer inquiries in a fast-paced environment.
```

Skills: Customer-Service, Communication-Skills, Problem-Solving

### Sales Assistant

Kariera.mk. Jul 2021 - Sep 2021

```text
Provided sales support in a dynamic environment.
```

Skills: Sales-Support, Customer-Interaction

### Project Manager & Sales Team Leader

AIESEC Macedonia. Feb 2021 - Jul 2021

```text
Led B2B sales initiatives, strategic partnership outreach, lead generation, and CRM implementation. Delivered sales training and tracked performance data.
```

Skills: B2B-Sales, Lead-Generation, CRM, Sales-Training, Performance-Monitoring, Strategic-Partnerships

## Education

### Ss. Cyril and Methodius University, Skopje

Bachelor's, Marketing. 2019 - 2026

```text
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

```text
Certification in Lean Six Sigma Yellow Belt.
```

### Deutsches Sprachdiplom

Deutsches Sprachdiplom (DSD II), German Language

```text
Certification in German language proficiency at the DSD II level.
```

### AI Fluency

AI Fluency: Framework & Foundations, Artificial Intelligence

```text
Certification in AI Fluency: Framework & Foundations.
```

### AI Capabilities and Limitations

AI Capabilities and Limitations, Artificial Intelligence

```text
Certification in AI Capabilities and Limitations.
```

### Claude 101

Claude 101, Artificial Intelligence

```text
Certification in Claude 101.
```

## Tech stack

- Google Drive
- Jira
- Canva
- Power BI

To contact Ilina, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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