Ivan Milev

- User Experience Enhancement: Collaborate with cross-functional teams to refine and optimize the user journey within the Asana platform.

- Product Familiarity: Gain in-depth expertise in Asana's product functionality and billing processes, ensuring efficient operations and user alignment.

- Strategic Feedback Integration: Funnel user insights and feedback into actionable strategies for product evolution.

- Billing Operations: Oversee billing procedures, working closely with the finance team to optimize and clarify user interactions.

- Collaborative Efforts: Partner with teams across Asana to uphold and further the company's mission of ensuring a seamless user experience.

- Documentation & Resource Development: Curate and maintain essential resources to support internal operations and user needs.

- User Engagement: Facilitate informational sessions to educate on Asana's ever-evolving features and processes.

- Identifying, understanding, and communicating top issues and trends that need broader attention from the rest of the company.

- Informing Udemy's marketplace policies to make sure that both students and instructors are governed fairly. Identifying areas in Udemy's policies that need more clarity, and work with team to improve the product, or position on an issue.

- Coordinating and collaborating cross-functionally with other teams like Support, Legal, PR, Product, Community, Instructor Management.
- Developing customer-centric insights that will inform policy and product decisions, with an eye toward proactive, scalable, preventative solutions.

- Vendor Management.

- Conducting quality checks.

- Localization.
- Conducting 121 feedback sessions with agents.
- Attending and conducting selected quality calibrations.
- Conducting Open Door QA sessions / Driving Targeted Sessions.

- Reviewing quality assurance processes.

- Managing and regularly reviewing case queues.
- Reviewing issue details and analyzing, determining and resolving

issues for clients and providing feedback on trends identified in review.
- Assisting the quality analyst and reporting analyst in driving quality customer care outcomes.

- Contributing to 121 feedback sessions with agents.
- Attending and conducting selected quality calibrations with the client - - Conducting quality checks for the team.

- Customer support / development and maintenance of long-term
customer relationships.
- Processing of sales inquiries

- Creating and processing offers.
- New customer acquisition.
- Professional customer management (CRM).
- Database maintenance.
- Customer communication (telephone, E-mail).
- Sales activities at fairs and congresses.

- Implementing the process of supplying software licenses for IBM
offices – ensuring smooth order flow, complying with standards
for quality and deadlines.
- Ensuring smooth orders flow when possible by creating,
developing and archiving proper documentation for every supplier
part of the supply chain.
- Communicating with internal clients in order to distribute the
orders towards the most proper supplier.
- Requesting offers, documents, etc. from suppliers when needed.
- Resolving "blocked" invoices following agreed corporate
procedures.