Open to opportunities

Mariya Stoyanova

@mariyastoyanova

Message

Customer-care and operations leader scaling multilingual contact centers across European markets.

Germany

Message

What I'm looking for

I seek a leadership role where I can scale multilingual contact center operations, drive CRM/automation initiatives, and build data-driven teams in a collaborative, growth-focused company.

I am a customer-care and operations leader with extensive experience building and scaling contact center and inside-sales operations for the automotive and mobility industry across European markets.

I spearheaded the design and launch of a pan-European contact center model, drove Salesforce automation and CRM process alignment, and established a performance culture through coaching, QA audits, and data-driven dashboards that improved routing, reporting accuracy, SLA compliance and market readiness.

I have delivered measurable commercial gains — including increased retention and sales — led cross-functional transformation initiatives, and prepared customer operations for digitalisation and AI-readiness while developing scalable procedures and multilingual training materials.

Experience

Work history, roles, and key accomplishments

Current

Contact Center Manager

Current

Zeekr EU

Jul 2023 - Present (2 years 5 months)

Spearheaded design and launch of a pan‑European contact center enabling D2C and multilingual support; drove Salesforce automation and CRM alignment to improve case routing, reporting accuracy, and SLA compliance.

Salesforce CRM Sales Automation KPI Design Process Optimization Operational Readiness Customer Journey Mapping

Customer Experience Manager

Fox Ford Lincoln of Chicago

Jan 2020 - Jul 2023 (3 years 6 months)

Delivered a 25% increase in customer retention through targeted engagement programs and CRM-driven lifecycle management; partnered with marketing and sales to boost lead-to-sale conversion.

Customer Retention CRM Lifecycle Management & Customer Success Cross Functional Collaboration Escalation Management Performance Coaching

Business Development & Social Media Manager

Motoworks Chicago

May 2018 - Dec 2019 (1 year 7 months)

Developed cross-channel marketing strategy that increased sales by 18% and strengthened brand awareness through social media analytics and engagement initiatives.

Business Development Social Media Marketing Analytics Lead Generation Salesforce CRM Brand Awareness Cross Channel Marketing Sales Enablement

Business Development Specialist

Evanston Subaru of Chicago

Sep 2016 - Oct 2018 (2 years 1 month)

Generated new business opportunities and supported digital sales enablement, contributing to consistent revenue growth and scalable operational frameworks.

Business Development Sales Enablement Lead Generation Revenue Growth CRM Sales Operations

Sales Manager

Chicago Harley-Davidson

Mar 2015 - Jul 2016 (1 year 4 months)

Increased sales closures by 22% through staff training, product repositioning, and inventory optimization, improving retail performance and customer satisfaction.

Sales & Management Staff Training Product Positioning Customer Satisfaction KPI Tracking

Assistant Manager

Harley-Davidson

Jan 2013 - Mar 2015 (2 years 2 months)

Improved retail performance and customer satisfaction through product strategy, event activation, staff development, and cross-functional transformation initiatives.

retail management Staff Development Process Automation Customer Experience Change Management Performance Management