Iva Evstatieva

Operations Associate

Bulgaria15 yrs experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven leadership in customer service and order management.
Expertise in optimizing team processes and workflows.
Strong background in project management within the cosmetics industry.

Stackforce AI infers this person is a Customer Service and Operations Leader in the Cosmetics industry.

Contact

Skills

Core Skills

Customer ServiceLeadershipProject ManagementTeam ManagementCoachingTechnical Support

Other Skills

ManagementPaymentsTeam LeadershipQuality AssuranceTask DistributionClient CommunicationSalesPeople ManagementOrganizational LeadershipContact CentersQuality ControlPositivityEmployee TrainingJob SchedulingDiplomacy

About

Skilled in Coaching, Sales, People Management, Organizational Leadership, and Contact Centers. Experienced Payment Specialist with a demonstrated history of working in the cosmetics industry. Strong accounting professional with a Master's degree focused in International organizations and diplomacy from Sofia University St.Kliment of Ohrid.

Experience

15 yrs

Total Experience

3 yrs 9 mos

Average Tenure

4 yrs 6 mos

Current Experience

Progress

2 roles

Senior Manager, Order Management

Promoted

Dec 2025 – Present · 5 mos

Manager Customer Advocacy

Nov 2021 – Dec 2025 · 4 yrs 1 mo

Set up, maintain and continuously optimize the team processes and workflows to ensure the smooth day-to-day management of incoming requests from customers and internal stakeholders
Support the sales team with administrative or order management inquiries
Assist with customer support via incoming emails, calls, chats or tickets
Ensure all SLAs are met by the team and all team activities are performed with a high-attention to detail to ensure all company policies and practices are followed accurately
Proactively and reactively come up with creative solutions to day-to-day process/system problems
Help administer all CRM-related functionalities with regards to SKU/MPN creation and collaborate with the Sales Ops and Product Management/Marketing teams to ensure the business needs are met
Work with sales and cross-functional leaders on various projects that help improve the company’s performance and overall results

Avon

2 roles

Contact center & Payments Lead BAM

Promoted

Mar 2019 – Oct 2021 · 2 yrs 7 mos

Providing leadership, management and guidance to Contact Center; Payments Team & the rest of the CS staff.
Conducting staff performance reviews
Handling escalations & complaints.
Dealing with resolution of any operational problems
Presenting Customer service on CEE SLT meetings
Acting as 1st point of contact of Customer Service related issues & queries for BAM markets
Testing; planning & ensuring different payment channels are in place and balance clearance time gets faster for all payment channels - 50% speeded-up for all channels
Collaboratively solving all technical outages with IT
President of the Associates committee in Bulgaria
Market Project lead of multiple projects such as IRIS; MAO & Genesis
Market Project Lead of AVON GROW for Bulgaria
Market Project lead of Virtual POS implementation for Bulgaria

LeadershipManagementCustomer ServicePaymentsProject Management

Contact Center Lead BAM

Apr 2014 – Feb 2019 · 4 yrs 10 mos

Providing leadership, management and guidance to all Call Center staff.
Conducting staff performance reviews.
Handling any customer complaints.
Ensuring high quality and accuracy of work from call center staff.
Putting together daily performance reports for senior managers.
Liaising with the Customer Service management team to monitor the effectiveness of service policies and practices.
Troubleshooting any operational problems.
Tracking the number of inbound, outbound calls and emails.
Being visible at all times to all call center staff.
Presenting commendations and awards to staff.

LeadershipManagementCustomer ServiceQuality Assurance

Euroccor jsc

3 roles

Team Leader

Promoted

Jul 2013 – Dec 2013 · 5 mos

Team management on daily basis
Task distribution
Ad-hock meetings and feedbacks
Skills adjustement
Guiding and leading the agents
Approving exceptions
Filling agent's scorecards on a monthly base
One-to-one coaching sessions
Consultation (basic IT support, case approvals, personal issues of the agents, escalation of tasks)
Providing feedbacks
Proposing trainings
Monitoring

Team ManagementTask DistributionCoaching

Technical Expert

Promoted

Jan 2013 – Jun 2013 · 5 mos

Direct contact with agent support their activities
Organization and conduct of TeamViewer to solve the client's problem in the shortest time.
Official communication in English.

Technical SupportClient Communication

Operator Contact Centre

Apr 2011 – May 2013 · 2 yrs 1 mo

Phone sales of electricity and gas in Belgium (Essent project)

Gobi cashmere

Sales Consultant

Dec 2010 – Jan 2011 · 1 mo · Plovdiv

Participation at an exhibition at the International Fair Plovdiv - presentation, promotion and sale of collection 100% natural Mongolian cashmere - Gobi

Gi otto divani

Sales Manager

May 2010 – Nov 2010 · 6 mos · Plovdiv, Bulgaria

Receiving and processing orders from customers in France, invoicing, customer communication and organizing supplies, communication with transport companies and authorities for external relations of the parties