Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Ivan Milev

Ivan Milev

Dublin

Summary

• Passionate Operations specialist, implementing effective process improvements through Root Cause Analysis, offering 10+ years of experience in Operations. 2 years in leadership roles.
• 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, vendors and partners.
• Organized and proactive, committed to working closely with internal and external clients, and vendors to manage expectations and cultivate lasting partnerships.

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

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

Overview

5
5
years of professional experience

Work History

User Operations Functionality & Billing Specialist

Asana
Dublin
05.2023 - Current
  • Curating and maintaining essential resources to support internal operations and user needs.
  • Facilitating informational sessions to educate on Asana's ever-evolving features and processes.
  • Partnering with teams across Asana to uphold and further the company's mission of ensuring a seamless user experience.
  • Overseeing billing procedures, working closely with the finance team to optimize and clarify user interactions.
  • Funneling user insights and feedback into actionable strategies for product evolution.
  • Answering customer inquiries regarding billings, payments, account status.
  • Investigating and resolving issues to maintain billing accuracy.
  • Processing and sent invoices, adjustments and credit memos to customers.
  • Answering customer invoice questions and resolving issues discovered during invoicing and collection process.
  • Working with team members and leadership to identify and develop process improvements.
  • Investigating incorrect billings and processed refunds as necessary.
  • Providing support to other departments within the organization as needed.
  • Training new team members on company policies and accounting systems to keep team operations productive and efficient.

Trust & Safety: Policy and Vendor Management Lead

Udemy
Dublin, Ireland
07.2021 - 03.2023
  • Reduced escalation rate from vendors from 5.5% to 3% in Q4 2022.
  • Reduced First Resolution Time from an average of 21 hours to 17 hours in Q3 2022.
  • Facilitating and maintaining long-standing relationships company-approved vendors / partners, creating standards, and finding the best available BPO's for specific tasks.
  • Meeting with potential vendors to assess their potential, inquire about their services, and communicate any product or service-related concerns.
  • Establishing standards by which to assess the performance of approved vendors.
  • Evaluating current vendor management programs and identifying ways to improve them.
  • Identifying, understanding, and communicating top issues and trends that need broader attention from the rest of the company. Advocating product and process improvements based on data patterns to close loopholes, mitigating risk, and improving business processes.
  • 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 Account Management, Localisation.
  • Developing customer-centric insights that will inform policy and product decisions, with an eye toward proactive, scalable, preventative solutions.

Trust & Safety: Quality Analyst

Accenture
Dublin, Ireland
04.2020 - 07.2021
  • Increased the overall sample quality for the German team from 93% to 96% in Q2 2021.
  • Conducting quality checks.
  • Conducting 121 feedback sessions with agents.
  • Attending and conducting selected quality calibrations with the client.
  • Serving as escalation point of contact for policy related questions, issues and solutions.
  • Conducting Open Door QA sessions.
  • Driving Targeted Sessions.
  • Reviewing quality assurance processes continuously to ensure accuracy and fairness.

Business Delivery Specialist / Quality Analyst

Accenture
Dublin, Ireland
04.2019 - 04.2020
  • Managing and regularly reviewing case queues.
  • Reviewing issue details and analysing, 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.

Education

Professional Diploma - AI For Business

University College Dublin - Professional Academy
Dublin
11-2023

Certificate of Higher Education - Business Analysis QQI Special Purpose Award / NFQ 8

National College of Ireland
Dublin, Ireland
04.2022

Certification - Professional Scrum Master (PSM I)

Scrum.org
04.2021

German Abitur -

German Language High School
Sofia, Bulgaria
06.2004

Skills

  • Customer management
  • Leadership
  • Vendor management and engagement
  • Strategic planning
  • Business strategy
  • Project management: Agile / Scrum Certified
  • Quality assurance
  • Content analytics
  • Content strategy
  • Critical thinking
  • Presentation skills
  • Invoice processing
  • Billing dispute resolution
  • Adaptivity
  • Problem solving
  • AI concepts
  • Trust & Safety / Policy / Localization
  • Asana / Jira / Zendesk / Slack / Looker
  • SQL basic queries
  • Advanced Excel Skills
  • Google Workspace
  • Cross-cultural teaming

Languages

Bulgarian
First Language
English
Proficient (C2)
C2
German
Proficient (C2)
C2

Timeline

User Operations Functionality & Billing Specialist

Asana
05.2023 - Current

Trust & Safety: Policy and Vendor Management Lead

Udemy
07.2021 - 03.2023

Trust & Safety: Quality Analyst

Accenture
04.2020 - 07.2021

Business Delivery Specialist / Quality Analyst

Accenture
04.2019 - 04.2020

Professional Diploma - AI For Business

University College Dublin - Professional Academy

Certificate of Higher Education - Business Analysis QQI Special Purpose Award / NFQ 8

National College of Ireland

Certification - Professional Scrum Master (PSM I)

Scrum.org

German Abitur -

German Language High School
Ivan Milev