Martin Ianev
Partner Consultant
Bulgaria
Martin has extensive IT experience. He has worked with a number of large companies as a Systems Engineer, Infrastructure Architect and Integration Consultant. Martin has worked on a number of call centre projects and has gained experience with technologies such as IBM Voice Response, Genesys CTI, Remedy AR Systems, Microsoft Windows 2003 Environment, MS Exchange 2007, Cisco Call Manager, Cisco IPCC, Crystal report Server, ISA,HP Data protector ,Veritas Backup Exec , Remedy AR System Application server, Active FAX Server, Applicata CTI&IVR System, IBM Web Sphere Voice Response IVR Server, Remedy Action Request System, Genesys CTI Systems, SNMP Monitoring App Server, Microsoft Windows DNS, DHCP and File servers, Active Directory and Domain Controllers, Symantec AV Server, Optima Mediation. His key areas of expertise are:
- Systems architecture and administration
Telephony systems implementation and management
Infrastructure design and rollout
Integration with telephony and other systems
Iskra Yovkova
Partner Consultant
Bulgaria
Iskra has over 8 years call centre experience. She had worked in outsource companies in Eastern Europe and has good exposure to European based services. She has project managed a number of campaigns and ensured their deliverables were being met. Her core areas of expertise include:
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Outsource vs In-house strategies
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Outsource vendor selection and management
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BPO centre set-up
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Call center design and management
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Project management and process design
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Resourcing and capacity planning
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Marketing and operations
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Performance management and quality assurance
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New business development
Diana Duna
Partner Consultant
Romania
Diana has over seven years experience in the Telecommunications and four years in Banking a in the customer care area. During this period she has held extensive team management roles for nine years. Diana has also been involved in the implementation of three call centre start-ups. She has gained most of her expertise in the customer care area and has knowledge and know-how in designing and implementing operational procedures and processes. Diana’s core areas of expertise are:
- Call Centre Start-ups
- Customer Service
- Service Quality
- Complaints Handling
- Royalty & Retention
- Recruitment & Selection
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