Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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Ivan Milev

Ivan Milev

Dublin,

Summary

• Experienced Trust and Safety specialist with 9+ years of experience and remarkable track record in industry. Successful at creating and managing strategic policies, overseeing trades and checking security processes. Articulate and persuasive communicator, presenter and negotiator with courteous and relationship-focused mentality. Dedicated to applying excellent decision-making skills and sound judgment toward making positive impact on business operations.


• Enthusiastic problem solver and eager performer with superior communication, planning and decision-making skills.


• Successful in coordinating stakeholders and projects, improving policies and procedures, streamlining daily functions and strengthening relationships with colleagues, associates and partners.


• Organized and proactive, committed to working closely with internal and external clients, and vendors to manage expectations and cultivate lasting partnerships. Solid experience in vendor management.


• Extensive international and cross-cultural experience within a customer-facing environment and monitoring specific targets / Key Performance Indicators (KPIs).


• Ability of thinking strategically and analytically, developing recommendations and action plans.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Functionality & Billing UO Lead

Asana
2023.05 - Current

- 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.

Trust & Safety: Policy Escalations Lead

Udemy
2021.07 - 2023.03

- 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.

Trust & Safety: Quality Analyst

Accenture
2020.04 - 2021.07

- 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.

Trust & Safety: Business Delivery Specialist / QA

Accenture
2019.04 - 2020.04

- 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.

International Sales Manager (DACH)

Border Concepts Ltd.
2016.06 - 2018.09

- 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.

Tactical Buyer (DACH)

IBM Bulgaria
2014.12 - 2016.06

- 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.

Education

Professional Diploma - Artificial Intelligence

UCD Professional Academy
Dublin, Ireland
11.2023

Certificate of Higher Education - Business Analysis (QQI / NFQ 8)

National College of Ireland
Dublin, Ireland
04.2022

German Abitur -

German Language High School
Sofia, Bulgaria
06.2004

Skills

  • Language Skills: Bulgarian, German, English
  • Quality Assurance
  • Video and Content Analytics / Content Strategy
  • Critical Thinking / Problem Solving
  • Trust & Safety / Policy / Localization
  • Asana / Jira
  • Slack / Looker / Zendesk
  • Leadership
  • Microsoft Office (Advanced Excel Skills)
  • Project Management: Agile / Scrum Certified
  • Operational Excellence
  • G-Suite
  • Flexible and Adaptable
  • Collaboration

Accomplishments

Outstanding Delivery Team Winner:

Accenture Trust & Safety Training and Quality Team (2021)

Certification

Professional Scrum Master (PSM™ I): April 2021

Agile Development Specialization: July 2021

Excel Skills for Business Specialization: May 2021

Timeline

Functionality & Billing UO Lead

Asana
2023.05 - Current

Trust & Safety: Policy Escalations Lead

Udemy
2021.07 - 2023.03

Trust & Safety: Quality Analyst

Accenture
2020.04 - 2021.07

Trust & Safety: Business Delivery Specialist / QA

Accenture
2019.04 - 2020.04

International Sales Manager (DACH)

Border Concepts Ltd.
2016.06 - 2018.09

Tactical Buyer (DACH)

IBM Bulgaria
2014.12 - 2016.06

Professional Diploma - Artificial Intelligence

UCD Professional Academy

Certificate of Higher Education - Business Analysis (QQI / NFQ 8)

National College of Ireland

German Abitur -

German Language High School

Professional Scrum Master (PSM™ I): April 2021

Agile Development Specialization: July 2021

Excel Skills for Business Specialization: May 2021

Ivan Milev