Emiliana Ushilova
Gillingham,Kent
Summary
Customer Success and Service Delivery Manager with over six years of experience in customer account support and operational delivery in regulated environments, particularly in health and care sectors. Expertise in coordinating with sales, operations, finance, and support teams to ensure seamless contract execution and high service standards. Strong skills in onboarding, service implementation, CRM management, and reporting, with a focus on supporting tenders and renewals. Committed to leveraging technology to enhance care quality and drive positive customer outcomes.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work history
Fulfilment Manager
TTM Healthcare Group
London
2024.06 - 2026.02
- Led the strategic and operational execution of shift fulfilment across Ireland, Northern Ireland, the UK, and India. Oversaw high-performing, multi-regional team responsible for daily workforce deployment, shift allocation, and service level delivery across multiple divisions. Played key role in implementing 16-hour coverage model, optimising candidate utilisation, and embedding culture of performance through data-driven reporting, standard operating procedures, and measurable KPIs.
- Collaborated cross-functionally with recruitment, compliance, onboarding, and customer support teams to ensure seamless service delivery and continuous improvement. Implemented workforce planning strategies powered by data insights to maximise candidate capacity and availability, resulting in increased billable hours and improved service delivery.
- Spearheaded the formation and establishment of the Fulfilment function, creating a brand-new department to centralise and scale shift coordination across the organisation.
- Surpassed budgetary targets and significantly reduced missed shifts by enhancing shift visibility and streamlining booking processes.
- Introduced candidate churn tracking and preference management tools, resulting in improved candidate engagement and retention.
- Partnered with engineering and product teams to design, test, and implement AI-led shift fulfilment automation, reducing manual workload and increasing operational efficiency.
Operational Excellence Manager
TTM Healthcare Group
2024.01 - 2024.06
- Led cross-functional teams to meet strategic objectives, fostering collaboration and high performance.
- Developed standard operating procedures (SOPs) to enhance consistency and efficiency.
- Designed process improvement initiatives to maximise operational efficiency and reduce waste.
- Monitored key performance indicators (KPIs) to drive data-informed decisions and improve outcomes.
- Improved customer experience by resolving service issues promptly and promoting strong client relationships.
Customer Success Manager
Rota
London, United Kingdom
2022.01 - 2024.01
- Achieved high customer retention and satisfaction rates through proactive relationship management.
- Identified growth opportunities, delivering customised solutions aligned with client objectives.
- Facilitated stakeholder communication to enhance customer interactions and drive positive outcomes.
- Implemented training programmes and new initiatives to refine processes and support customer success.
- Contributed to collaborative team efforts in a dynamic environment, focusing on innovative problem-solving.
- Strengthened customer relationships by promptly addressing queries and concerns.
- Assessed customer needs to create tailored service offerings.
- Led customer success initiatives, significantly enhancing loyalty and engagement rates.
Area Operations Manager
PMP Recruitment
London, United Kingdom
2021.06 - 2022.01
- Directed daily operations across multiple branches to uphold high service standards.
- Cultivated robust relationships with clients and site teams to improve service delivery.
- Ensured compliance with health and safety regulations alongside company policies.
- Managed workforce planning to optimise recruitment processes effectively.
- Tracked performance metrics and implemented enhancements to achieve operational goals.
- Monitored budget targets to ensure financial efficiency across all branches.
Cluster Manager
PMP Recruitment
London, United Kingdom
2020.10 - 2021.06
- Managed the delivery of recruitment services to meet defined SLA and KPI standards.
- Partnered with site teams and clients to drive improvements in productivity, quality, and safety.
- Led workforce planning and team development initiatives to ensure optimal staffing levels.
- Maintained compliance with health and safety regulations while managing colleague welfare.
- Took responsibility for budget management and implemented continuous improvement strategies.
Senior Recruitment Consultant(Lead Recruiter)
PMP Recruitment
Grays, United Kingdom
2019.08 - 2020.10
- Managed the daily activities of a recruitment team, ensuring adherence to service level agreements and key performance indicators.
- Optimised the quality and retention rates of the labour pool through strategic management and oversight.
- Maintained strict compliance with company policies and procedures to uphold operational integrity.
- Implemented processes that enhanced the efficiency of labour delivery to assigned contracts.
- Monitored team performance metrics to identify areas for improvement and drive operational success.
Recruiter
PMP Recruitment
London
2018.09 - 2019.08
- Developed targeted strategies for candidate sourcing and onboarding, aligning with business objectives.
- Operated applicant tracking systems to enhance candidate management efficiency.
- Presented up to 150 candidates monthly and facilitated new hire orientation and scheduling.
Operations Assistant
Amazon UK
Maidstone, United Kingdom
2015.10 - 2016.03
Education
Diploma - Health And Social Care L2
Midkent college
2014.09 - 2015.05
Bachelor of Science - Pharmaceutical Sciences
University of Greenwich
London 2015.09 - 2018.06
Skills
- Solution-focused mindset
- Empathy in interactions
- Consultative approach
- Constructive feedback
- Customer lifecycle expertise
- CRM systems proficiency
- Client relationship management
- Customer retention strategies
- Continuous improvement
- Strategic planning
- Problem solving
- Communication skills
- Customer success
LANGUAGES
English - Highly proficient
Bulgarian - Native speaker
References
References available upon request.
Timeline
Fulfilment Manager
TTM Healthcare Group
2024.06 - 2026.02
Operational Excellence Manager
TTM Healthcare Group
2024.01 - 2024.06
Customer Success Manager
Rota
2022.01 - 2024.01
Area Operations Manager
PMP Recruitment
2021.06 - 2022.01
Cluster Manager
PMP Recruitment
2020.10 - 2021.06
Senior Recruitment Consultant(Lead Recruiter)
PMP Recruitment
2019.08 - 2020.10
Recruiter
PMP Recruitment
2018.09 - 2019.08
Operations Assistant
Amazon UK
2015.10 - 2016.03
Bachelor of Science - Pharmaceutical Sciences
University of Greenwich
2015.09 - 2018.06
Diploma - Health And Social Care L2
Midkent college
2014.09 - 2015.05