Plamen Mavrov

Established and grew the association by delivering EFQM Business Excellence assessments and EU-funded grant programs supporting SME, IT/digital, governance, and multinational projects. Led initiatives with a combined annual project budget of EUR 500,000 and drove measurable customer and revenue improvements (e.g., +40% regular customers at hotels and +30% furniture revenue over two years).

Developed and implemented a customer service optimization program and service culture change to support a strategic shift toward SME clients. Implemented 200 process improvements, reduced dissatisfied clients by 80%, and improved organizational service performance through KPI-based management.

Mentored directors and staff across two lending organizations with 120 employees and 7,500+ clients, ensuring high-quality loan planning and measurable impact. Built reporting, evaluation, and communication practices that improved loan disbursement and collection and informed senior management decisions.

Contributed to World Bank Group strategy discussions by supporting economic investment analysis of the loan portfolio. Analyzed and synthesized lessons from World Bank projects within the Financial and Private Sector divisions.

Managed the design, start-up, and implementation of two SME lending programs, contributing to loan product and procedure development. Acted as a liaison among commercial banks, international donors, and Bulgarian regulatory stakeholders to coordinate program execution and expertise exchange.

Performed financial due diligence and monitoring of loan and savings portfolios across 15 credit unions and developed operations policies and procedures. Trained partners on WOCCU software tools (including the PEARLS system) and supported loan diversification and savings mobilization strategies that increased financial assets by 10%.

Completed an MBA with a specialization in Service Management, covering operations, service management, quality control, applied managerial economics, and business policy/strategy. Coursework included forecasting, applied data and analysis, marketing and accounting, and international business environment topics.

Earned a master’s degree in International Economic Relations, studying economics, statistics, international commerce and tourism, and international marketing. The curriculum also included commercial law, accounting for foreign trade, business planning, and European economic cooperation topics.