Emiliana Ushilova
Gillingham
Summary
Customer-focused professional with a proven track record of driving customer satisfaction and retention, passionate about delivering exceptional experiences and building strong relationships. With a strategic mindset and exceptional communication skills, to identify growth opportunities and deliver customized solutions that meet both business and customer objectives. Thriving in fast-paced, dynamic environments and dedicated to ensuring customer success through proactive problem-solving and collaboration.
Overview
9
9
years of professional experience
Work History
Operational Excellence Manager
TTM Healthcare Solutions
01.2024 - Current
- Enhanced operational efficiency by streamlining processes and implementing innovative solutions.
- Increased productivity by optimizing workflows and eliminating bottlenecks in operations.
- Improved customer satisfaction with timely and effective resolution of concerns and issues.
- Led cross-functional teams to achieve departmental goals, fostering collaboration and teamwork.
- Developed standard operating procedures for consistent results across the organization.
- Trained employees on best practices, ensuring a knowledgeable workforce capable of meeting organizational objectives.
- Analyzed key performance indicators to assess operational effectiveness and identify areas for improvement.
- Established performance benchmarks, monitoring progress towards these targets for ongoing operational success.
- Fostered an environment of open communication among team members, encouraging feedback loops for continuous learning.
- Reviewed internal systems regularly for potential inefficiencies or gaps in functionality that could impact overall performance.
- Collaborated with stakeholders across different departments to align objectives, streamline efforts, and enhance overall organizational effectiveness.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
Customer Success Manager
Rota
01.2022 - 12.2023
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted training and supported team members to promote productivity, accuracy and commitment to friendly service.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Gained customer acceptance by demonstrating cost reductions and operations improvements.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Area Operations Manager
PMP Recruitment
06.2021 - 01.2022
- Developed processes to save on costs and prevent losses.
- Enhanced regional branch performance by implementing proven management processes to increase revenue.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Helped plan marketing as well as recruitment strategies.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
- Directed strategic workforce planning, performance management, and benefits administration.
- Managed, trained and motivated site and cluster managers to continuously improve knowledge and abilities in high volume recruitment & labour management field.
Cluster Manager
PMP Recruitment
10.2020 - 06.2021
- Evaluated service levels, quality standards and maintenance actions to identify and address operational problems and maintain targets.
- Established employee work schedules to properly staff two sites for each shift.
- Oversaw employee attendance record, handled payroll and ordered new materials for sites.
- Monitored, coached and supervised operational teams across two location.
- Resolved issues between employees and customers using company policies.
- Interviewed, hired and trained new team members.
- Created weekly and monthly reports and presentations for management team.
- Managed site investigations, documented issues and escalated to appropriate teams as needed.
- Directed HR operations, including strategic workforce planning, goal cascading, performance management, staffing and benefits administration.
- Supervised and mentored direct reports and developed talented HR teams.
Senior Recruiter (Lead Recruiter)
PMP Recruitment Ltd
08.2019 - 09.2020
- Managed team of recruiters to deliver recruitment needs across multiple locations
- Gathered, modeled and reported on recruitment and candidate metrics/data
- Oversaw full-cycle recruiting for over 500 vacancies each quarter across multiple locations
- Developed, planned and managed execution of effective recruitment strategies
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior
- Coordinated implementation of new processes and procedures across team members ensuring process implementation
- Improved team success rates with solid staff coaching, performance monitoring, quality assurance and effective problem resolution
- Implemented process improvements to automate office operations, including record tracking and keeping
Recruiter
PMP Recruitment Ltd
09.2018 - 07.2019
- Reviewed job applications to identify, vet and recommend optimal candidates
- Developed targeted strategies to locate and onboard candidates, meeting short- and long-term business objectives
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives
- Oversaw full cycle recruiting for over 100 vacancies
- Operated and maintained applicant tracking and candidate management systems/trackers
- Presented up to 150 candidates each month & facilitated new hire orientation and scheduling
Scientific Marketing Intern
PharmaSwiss
06.2017 - 09.2017
- Developed team communications and information for marketing meetings
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping
Operations Assistant
PMP Recruitment For Amazon Logistics
10.2015 - 03.2016
- Assisted operations manager with planning of routine operations
Education
Bachelor of Science - BSc Honours Pharmaceutical Science (1:1)
University of Greenwich, London
Greater London, England2018
Diploma Edexcel - Health And Social Care L2
MidKent College Gillingham Campus
Medway, England2015
High School Diploma -
Secondary School "Antim I"
Bulgaria2013
Skills
- Collaborative leadership
- Customer focus and service
- Strategic Thinking
- Data-driven decision-making
- Cross-departmental Alignment
- Strategic Planning and Alignment
- Data collection, recording, and analysis
- Decision making abilities
- Customer Service and Assistance
- Strategic planning & problem solving
- Building effective relationships
- Proficient communicator
Hobbies
Sports: Occasionally playing tennis on court. I also enjoy gym sessions and swimming.
Books: Reading is one of my greatest passions. I love reading exiting literature that is full of content and meanings.
References
References available upon request.
Timeline
Operational Excellence Manager
TTM Healthcare Solutions
01.2024 - Current
Customer Success Manager
Rota
01.2022 - 12.2023
Area Operations Manager
PMP Recruitment
06.2021 - 01.2022
Cluster Manager
PMP Recruitment
10.2020 - 06.2021
Senior Recruiter (Lead Recruiter)
PMP Recruitment Ltd
08.2019 - 09.2020
Recruiter
PMP Recruitment Ltd
09.2018 - 07.2019
Scientific Marketing Intern
PharmaSwiss
06.2017 - 09.2017
Operations Assistant
PMP Recruitment For Amazon Logistics
10.2015 - 03.2016
Bachelor of Science - BSc Honours Pharmaceutical Science (1:1)
University of Greenwich, London
Diploma Edexcel - Health And Social Care L2
MidKent College Gillingham Campus
High School Diploma -
Secondary School "Antim I"
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