Marina Ivanova
Rugby,United Kingdom
Summary
Dynamic professional specializing in operations and logistics coordination, with a strong focus on stakeholder and customer management. Proven success in KPI monitoring, financial coordination, and multilingual communication in English, French, Italian, and Bulgarian. Proficient in MS Office applications, including Excel, Word, and PowerPoint. Committed to enhancing operational efficiency and driving organizational success.
Overview
11
11
years of professional experience
Work history
Operations Coordinator
Volvo Trucks UK
Rugby
2024.02 - 2026.04
- Customer-focused first point of contact, delivering effective service solutions to minimise vehicle downtime
- Manage high-volume customer and dealer enquiries (60+ calls daily) via phone and email across Europe, with primary responsibility for Italy and France
- Triage and resolve technical breakdown cases end-to-end, managing financial and service agreements in line with company policies
- Ensure service delivery met KPIs, SLAs, and customer expectations in fast-paced environment
- Use Microsoft Dynamics CRM and Volvo OneCase to manage cases end-to-end, including triage, documentation, communication tracking, and resolution
Customer Care Advisor
Volvo Trucks UK
Rugby
2023.09 - 2024.02
- Supported cash flow performance by ensuring timely invoice resolution
- Collaborated with dealers to correct billing discrepancies
- Represented finance in monthly operational meetings
- Investigated and resolved customer issues across multiple stakeholders
- Delivered timely case closure with clear accountability (less than 4 weeks)
- Contributed to continuous improvement initiatives
- Financial & Invoice Management
- Complaints & Case Management
Customer support advisor
Volvo Trucks UK
Rugby
2019.10 - 2023.09
- Managed breakdown operations across multiple European markets
- Delivered support in multiple languages, improving customer experience
- Managed high-volume caseload of 100+ cases daily while ensuring accuracy and efficiency.
- Handled complex escalations following structured processes
- Ensured compliance with warranty and financial policies
Store Manager
Capricci e Dolcezze
Salerno
2018.07 - 2019.10
- Managed daily operations, staff of 4 people and stock control
- Monitored budgets and improved operational efficiency
Assistant Manager
La Bolée, Crêperie Bretonne
Annecy
2015.10 - 2016.11
- Supported operations, scheduling, and team coordination of 10 people
- Delivered high-quality customer service in fast-paced environment
Education
BA (Hons) - Business Management and French
The Open University
Milton Keynes Diploma - Economics
Technical & Commercial Institute
ItalySkills
- Operations & Logistics Coordination
- Stakeholder & Customer Management
- Problem Solving & Escalation Handling
- KPI & Performance Monitoring
- Financial & Invoice Coordination
- Multilingual Communication (EN / FR / IT / BG)
- MS Office (Excel, Word, PowerPoint)
LANGUAGES
Bulgarian – Native
Italian – Near-native
French – Advanced
English – Advanced
Timeline
Operations Coordinator
Volvo Trucks UK
2024.02 - 2026.04
Customer Care Advisor
Volvo Trucks UK
2023.09 - 2024.02
Customer support advisor
Volvo Trucks UK
2019.10 - 2023.09
Store Manager
Capricci e Dolcezze
2018.07 - 2019.10
Assistant Manager
La Bolée, Crêperie Bretonne
2015.10 - 2016.11
BA (Hons) - Business Management and French
The Open University
Diploma - Economics
Technical & Commercial Institute