Stoyan Tsokov Tsochev is an experienced leader with strong interpersonal and project management skills. He has over 10 years of experience in customer service, quality management, and process improvement roles within the call center industry. Tsochev is results-driven and known for exceeding expectations. He is fluent in Bulgarian, Russian, Ukrainian, and English.

1. STOYAN TSOKOV TSOCHEV
Sofia, bul. Nikola Vapzarov N38, app. 37
+359878501798
stoyan.tsochev@live.com
• Experienced leader and dynamic builder of relationships, teams, complex projects, across multiple
geographic locations.
• Proactive, energetic with strong interpersonal skills, delivering high quality results. Driving
excellence and efficiency in reporting and analysis with the goal of consistent and stable results.
• Results driven, known to exceed expectations.
• Extremely organized, possessing strong process and team management skills.
• Detail oriented with good analytical and numeric skills; able to work under pressure.
• Implementation & Change Management Focus, Quality & Process Management Focus, Customer
Experience Focus, Brand Ambassadorship (Microsoft, SITEL), Brand Loyalty and Consumer
Retention, Industry Knowledge, Role Modelling Microsoft Way and SITEL Values,
Communication and Influence, Cross Team Collaboration, Personal and Team Effectiveness,
Judgement and Problem Solving, Drive for results, Building Effective Teams.
Languages: Bulgarian, Russian, Ukrainian (all native speaker), English - C2; Italian & German A1
Computer skills: Microsoft Office suite: Word, Excel, Visio,
Outlook and Power Point, Oracle: Siebel, Avaya & CMS Supervisor, SIOX, Right Now products, NICE.
WORK EXPERIENCE
03/01/2016 till present Process & Change Manager “SITEL Bulgaria “ EOOD
• The Process & Change Manager ensures that the strategy is interpreted into all operational delivery
activities
• Maps requirements & expectations of both MMO and Sitel, agrees & drives the design and solution
accordingly
• Assess and agree cost/budget & resource planning/evaluation, delivery timelines and expected outcome
prior to final sign off. Depending on the type and size of the project and type & amount of parallel
activities, initiates engagement of an additional, separate Project manager (biz PM, IT PM)
• Acting as a counterpart to the MMO project manager (delivery) and Business owners (content,
solutions, planning, coordination).
• Liaises and coordinates with Sitel sites, departments, the MMO Cross-site team at Sitel and local
operations to ensure all functions, areas and requirements will be covered in accurate and timely
manner (subject matter experts, work stream leads, biz owners)
• Produces and sustains all documentation reflecting the agreed solution, timelines and project delivery,
which can be utilized throughout the implementation as well as a reference point & support material
after the implementation phase is over. Where and when applicable, ensure all related parties (such a

2. training, processes, system specifications, reporting) document the solution on their area of
responsibility.
• Manages the project till completion, from initial kick off till successful handover to operations
• Responsible for establishing, describing and driving the procedures used to ensure all changes are
introduced in a controlled and coordinated manner, reflecting and respecting agreed timelines,
guidelines and limitations of both MMO and Sitel
• Aims to ensure that all changes are assessed and approved by management before their implementation.
Goals of Change Control are:
o Minimal disruption to services
o Efficient, optimized (time, workload, type) utilization of resources involved in implementing
change
o Maintaining systematic, consistent and transparent tracking mechanism visible for all parties,
stakeholders
• Ensures process covers key steps of Change Control:
o Record / Classify
o Assess
o Plan
o Build/test
o Implement
o Close / Gain acceptance
• Drives operational and financial efficiency and consistency through process creation, documentation,
management and optimization. Assess process strengths and weaknesses utilizing complex analysis
techniques, drive improvements where needed.
• Assesses new services, processes mapping complete customer journey, and identify key processes
required to support optimal customer experience. Manage projects driving operational process
improvements.
22/09/2014 till 03/01/2016 Quality, Process & Project Manager “SITEL Bulgaria “ EOOD
• As a Quality and Process Manager provides guidance, leadership and control across Account
operations both to internal and client parties on the area of Quality and Processes.
• Management, ownership and development of Microsoft and SITEL agreed quality control, quality
assurance and quality improvement activities on Nokia operations across the SITEL sites where
Microsoft account operations are delivered.
• Asses new services, processes mapping complete customer journey, and identify key processes
required to support optimal customer experience. Manage projects driving operational process
improvements.
• SPOC and escalation point between SITEL and client parties on all matters related to Quality
Monitoring, QMs and processes along as processes related to Complaints.
• Responsible for Learning & Competency programme; mapping all relevant processes and trainings
required.
• Drivers through the consistent, optimal customer experience and confidence of Microsoft on SITEL’s
service delivery to agreements. Secondarily improves process control, reduction of waste, cost
efficiency, staff engagement on a process level, whilst identifying areas of improvement.
• Responsible for the Complaint Management team alongside with all Complaint related tools &
processes
• Leading the implementation and project management of key business changes (new services, projects,
ramps, migrations, etc.)
• .Manages the Supplier “change control” process. Coordinates effectively with MS operational teams
and management as needed.

3. • Owner of account level processes and related tools.
• Primary point of contact for Microsoft IT resources. Provides accurate and on time escalation to solve
any situations related to Infrastructure & Tools Technology.
01/06/2012 till 22/09/2014 Complaint Manager “SITEL Bulgaria “ EOOD
• Responsible for driving operational excellence and continuous improvement on the area of Customer
satisfaction and retention in the selected countries by co-operating with local Care organization, contact
canter, network, service channel and other key stakeholders in client and SITEL organization
• Systematically analyses customer complaints and case resolution matrixes as well as actual service
delivery, develops necessary actions to improve the complaint handling processes.
• Leads pilots and trials in the area of complaint handling improvement; liaison with all relevant parties
including local and regional Nokia and SITEL teams, repair centers and e.g. Nokia Care points as need
be.
• Overseeing changes in process that impact contact center operations by working with change
management resources (internal or external).
• Owning the regular cycle of root cause analysis and action plans
• Conducting staff training as need be; Offering tips and advice on complaint handling
• Support on pending cases’ follow up and ensures that all customer cases are dealt with according to the
predefined quality levels and norms, including time lines for case completion. This requiring proactive
attitude and assertiveness in contacting various parties, and dealing time to time with complex cases,
administrative work and comforting and calming upset customers
05/04/2010 till 01/05/2012 Team Manager at “SITEL Bulgaria “ EOOD
• Responsible for international team of Technical and Advance Complaint Handling Advisors (Hungary
& Ukraine)
• Managing customer expectations and handling highly escalated unsatisfied customers that want to
speak with a Supervisor about their encountered issues.
• Analyses on Country specific Contact center performance data (Complaint drivers, Volume increase
drivers, FAQs)
• Preparation of Coaching and Monitoring Sessions for Advisors that covered quality of their
conversations with the Customers
• Highlighting opportunities for improvement (indicating weak/strong points of the Advisors work )
• Preparation of schedules and holiday plan
• Preparation of detailed operational daily reports for Client Project Manager
• Controlling daily statistics and reports
• Informing superiors about not beneficial situations, that might influence quality of the service
08/03/2008 till 05/04/2010 Mentor/Trainer/Coach/Quality monitor at “SITEL Bulgaria “ EOOD
• Delivering the initial Nokia product trainings to Advisors as well as all other support related trainings
• Keeping knowledge level of the Advisors on demanded level
• Maintaining Customer Database Software delivered by the Client
• Providing Soft skills trainings and customer journey management
• Reporting and monitoring the Competence of the Advisors

4. • Product escalation handling and follow up
• Exploring and testing new technologies and software
01/11/2007 till 08/03/2008 Advanced Technical Care Advisor at “SITEL Bulgaria “ EOOD
• Nokia advanced technical care support with technical in-device and software related support
• Nokia products and Services knowledge and troubleshooting
• Basic complaint handling ( on technical complaint issues)
ADDITIONAL WORKING ACTIVITIES
Trainer – providing trainings on Impact 360 tool and Chat agent interface; Advanced Complaint Handling
trainings and CRM tool logging accuracy trainings. Quality Lead – providing quality trainings and
improvement programmes. Social lead – leading the incentive programme local events organisation.
Presenter at awards ceremonies also acting as Social Media and Community projects lead. SITEL
University – completed all certification on Change Management, Quality Management & Learning
development programmes. Six Sigma – Green belt certified.
EDUCATION
University of Veliko Tarnovo “St.St. Cyrill and Methodius”, Bulgaria
Bachelor degree in English and American Studies
September 2002 – July 2006
Foreign Language school “Ekzarh Joseph the 1st
” Lovech, Bulgaria
High School degree with English and German
September 1998-May 2002
Mid School “St. Kliment Ohridski” Lovech, Bulgaria
Mid School degree with English
September 1993-June 1998
Foreign Language school with English Lviv, the Ukraine
Includes Pre-school and Junior School education in English
September 1989-June 1993
ADDITIONAL EXPERIENCES AND ACTIVITIES
Completed Hotel Management courses in Boston, MA the US. Worked in Sacramento, CA & Venice, Italy.
Some of my interests are playing and producing music, gourmet cuisine & interior design.