Summary
Overview
Work History
Education
Skills
Learning
Current Role
Accomplishments
Software
Certification
Timeline
Generic
Mihail Marinov

Mihail Marinov

Project Liaison Manager
Gliwice

Summary

Experienced Project Liaison adept at completing projects with confidence and skill. History of performing well under pressure and accomplishing successive assignments with high accuracy. Experienced in fast-paced environments and adapts well to changing situations.

Overview

9
9
years of professional experience
4
4
Certifications
4
4
Languages

Work History

Project Liaison Manager

Keywords Studios
08.2022 - Current
  • Company Overview: Leading outsourcing partner for digital media
  • As a WB Games Customer Support Project Liaison Manager, I manage stakeholders for training, quality, & operations
  • I support leaders across teams and ensure goals are met
  • Offered tailored feedback to Calibration Specialists for evaluations
  • Executed daily calibration tasks on multiple prompts, Root Cause Analysis (RCA), and spontaneous projects
  • Monitored PS Agents' performance and assisted Senior leadership with solutions for challenges with performance
  • Ran bi-weekly Zero-in & Calibration meetings with Quality to identify opportunities in Agent performance
  • Attended Weekly, Monthly & Quarterly business reviews with Vendors to receive updates on performance
  • Liaised with Vendor Leads on Agent case handling and held weekly Vendor Sync to answer questions and assist with challenges
  • Ran a monthly high level Vendor Comparison Report, giving Management and Senior Management a highlevel overview of Agent performance
  • Assisted with Project Management - created & organized documentation for processes, took meeting notes & summaries, kept track of & created tasks in Asana
  • Acted as point of contact for all Console & PC related titles
  • Acted as point of contact for all Escalations level concerns - handled high level escalations, endangerment concerns such as possible employee doxxing, self-harm threats & security threats to security
  • Resolved & documented contacts forwarded by executives
  • Monitored internal communications, answered questions by Agents, Leads & QA
  • Leading outsourcing partner for digital media
  • Collaborated with team members to develop, identify and accomplish assigned goals and objectives.
  • Developed comprehensive documentation for projects, including meeting minutes, action items, and status reports to maintain transparency among team members.
  • Mitigated potential issues by proactively monitoring project progress, identifying discrepancies, and addressing them promptly through corrective actions or process improvements.

LLM Calibration Quality Auditor

Tech Mahindra
08.2023 - 05.2024
  • Company Overview: Major tech outsourcing company
  • Enhanced performance of a prominent Large Language AI Model during a temporary project
  • Utilized various media types to enhance prompt quality
  • Worked as a point of contact for Quality assurance, responsible for the timely execution for all Quality related tasks on target
  • Reviewed Quality checks by Leads & deliver feedback on them
  • Resolve Quality disputes according to internal dispute policy
  • Provided hands-on training for both new hire Agents & uptrainings for tenured ones
  • Point of contact for project level bookkeeping & reporting, experienced with creating training agreements, training curriculums and overviews for Managers
  • Point of contact for the Learning Curve - project-level reporting tool dividing Agent performance in tenure buckets and showcasing performance in accordance with KPIs week by week
  • Presented training & quality related slides at weekly & monthly business reviews
  • Acted as a mentor to Shift Leads & supervise their daily tasks
  • Monitored & answered Agent & Lead questions in different communications channels
  • Provided hands-on training to Agents & Senior Agents and New Hire orientation for company-wide new hires
  • Collaborated with L&D, QA & client contacts to discuss training ideas & challenges with performance
  • Handled & guided Senior Agents and delivered weekly 1:1 feedback to them
  • Collaborated closely with Team Leads, Operations Managers & our Operations Director to ensure our teams meet & exceed client set targets
  • Collaborated with Marketing for the creation of high quality assets for the creation of training content for Agents
  • Provided company-wide mentorship to Agents & Senior Agents who wish to develop towards Quality & Training
  • Volunteered as a company health expert during a Quarterly company initiative to improve employee health & wellbeing
  • Mentored Agents and provided internal live assist via chat channels to answer ticket questions
  • Answered escalated tickets and assisted Team Lead with special projects such as ticket reviews, reporting, and Agent coaching
  • Assisted Training & Quality Lead with new hire training and VIP level uptrainings of existing Agents
  • Major tech outsourcing company

PS Project Trainer

Keywords Studios
09.2021 - 08.2022
  • Training & Quality Lead for 3 teams (console support, mobile support & moderation) for over 70 FTEs, leading the group to a record 90% CSAT
  • Shortened the Learning Curve from the expected 30 - 60 days to 2 weeks

Training And Quality Lead

5CA
09.2020 - 06.2021
  • Training & Quality Lead for two teams (Console & Mobile support) responsible for the timely & proper execution for all training & quality tasks
  • During my tenure I created and maintained a full 10 part interactive onboarding course, 16 trainings and 4 MemoTrainers

Senior Customer Service Representative

5CA
02.2020 - 09.2020
  • Senior Agent for two mobile gaming related projects
  • Consistently exceeded NPS targets for 3 consecutive months as a top performer in providing excellent customer service
  • Demonstrated strong sales skills through successful phone engagements and consistently going above and beyond for customers
  • Crafted an average of 7 pages per issue
  • Wrote reviews & conducted interviews with various artists from the rock & metal scene
  • Responsible for the 'From The Underground & Below' rubric which focuses on extreme/ underground subgenres such as black metal, crust punk etc
  • Routinely surpassed targets and demonstrated a strong work ethic
  • Provided bilingual support in English and Bulgarian

Technical Support Specialist

Sixty K Ltd.
09.2015 - 08.2016
  • Company Overview: Leading outsourcing services provider
  • Provided exceptional technical support to customers regarding broadband, TV, and telephone services
  • Leading outsourcing services provider

Education

Master of Science - National Security

University of Plovdiv
04.2001 -

Bachelor in Political Science - Political Science

University of Plovdiv
05.2021 - 02.2023

Skills

Project scheduling

Learning

L6Σ

Agile

Operational excellence

Current Role

Project Liaison Manager, Keywords Studios, 08/01/22, Present

Accomplishments

  • Supervised team of over 100 staff members.
  • Documented and resolved vendor performance issues which led to record CSAT results.
  • Drove multiple large scale releases to completion.
  • Achieved record quality through effective Agent monitoring.
  • Effectively tracked tasks via Asana.
  • Created and maintained training & quality project documentation for a growing team.

Software

Asana

Looker

Excel

Canva

Confluence

Slack

Articulate 360

Lessonly

Medallia Agent Connect

ANewSpring

Zendesk

Helpshift

Certification

PFS | Professional Finance Specialist

Timeline

LLM Calibration Quality Auditor

Tech Mahindra
08.2023 - 05.2024

Excel Expert - National Association of State Boards of Accounting

03-2023

Project Liaison Manager

Keywords Studios
08.2022 - Current

Professional Coach Training - Coaching Essentials

05-2022

PS Project Trainer

Keywords Studios
09.2021 - 08.2022

PFS | Professional Finance Specialist

08-2021

Bachelor in Political Science - Political Science

University of Plovdiv
05.2021 - 02.2023

Training And Quality Lead

5CA
09.2020 - 06.2021

Senior Customer Service Representative

5CA
02.2020 - 09.2020

Graphic Design - Professional Certificate

01-2018

Technical Support Specialist

Sixty K Ltd.
09.2015 - 08.2016

Master of Science - National Security

University of Plovdiv
04.2001 -

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Mihail MarinovProject Liaison Manager