Yana Delova
Total Quality Manager of Customer Support @Outreach
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WORK HISTORY
Total Quality Manager of Customer Support @Outreach
Pioneered a Global Technical Support Quality program, offering unparalleled visibility into customer interactions, and empowering Support Engineers with the tools to enhance customer experiences and continuously develop their professional skills. • Catalyzed a 20% surge in agent engagement with the QA program by innovating a Leadership coaching initiative, emphasizing real-time feedback, mentorship, and performance optimization. • Elevated customer satisfaction by leveraging a meticulously crafted closed-loop feedback mechanism, ensuring responsiveness to customer needs and fostering loyalty. • Instituted a Soft Skills Enablement program, endowing the Support teams with essential communication and problem-solving skills, culminating in enriched customer interactions and satisfaction. •Harmonized Global Leadership team\'s approach to QA, achieving an impressive 90% QA grading alignment. •Oversaw the Global support team\'s stellar performance, surpassing industry benchmark CSAT and QA metrics for two successive years, solidifying the organization\'s position as a paragon in customer support excellence.
EDUCATION
Sofia University St. Kliment Ohridski
Bachelor degree, Tourism
Edith Cowan University
University Diploma, Aviation Security Management and Operations
ABOUT YANA DELOVA
With 15+ years in customer service, including roles at Fortune 500 companies, I’m all…
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