I find the value. Then I unlock it.

VP Operations Jan 2024–present

Senior Director of Operations May 2020–Dec 2023

ZAGENO is an enterprise marketplace for life-science procurement. It serves biotech and biopharma customers across the EU and US with tens of millions of products. I'm part of its leadership team. I built its operations function to 120+ people across three continents, covering catalog, onboarding, customer support, order fulfilment, shipping and invoicing. Today I lead ZAGENO's operations globally.

• Took on more of the business almost every year: customer onboarding, then finance operations, then catalog, and most recently supplier partnerships.
• Drove automation across order operations and carried it through two platform migrations.
• Turned parts of operations into revenue: priced services that had been given away, and improved the economics of shipping.
• Brought accounts payable, receivables and collections into operations and built the processes to run them.
• Led the operations side of a flagship enterprise customer program and of a flagship enterprise supplier partnership.
• Set the KPIs operations is run and reported on.

Head of Sales and Operations Mar 2019–May 2020

A dealer-financing joint venture of AUTO1 Group, Allianz and Deutsche Bank, serving car dealers in Germany, France, Austria and Spain. I ran its 24-person sales and support department through four team managers.

• Grew the dealer-financing portfolio fivefold in one year.
• Launched the product in two new countries.
• Built a team of 20 people.
• Raised operational efficiency by more than 80%, and set up the ticketing system, processes and back end.
• My manager there wrote that sales rose by more than 50 percent while I was Head of Sales.

Director of Customer Success and Technical Support Jul 2017–Feb 2019

Aurea, part of ESW Capital, makes enterprise customer-experience software. I led a remote team of 26 developers and support engineers and handled escalations from enterprise customers' executives and board members.

• Raised NPS by 35 points.
• Cut bug-to-fix time in my business unit by 45%.
• Defined the success KPIs and playbooks used across all Aurea brands, later extended to the whole ESW Capital portfolio.

Director of Global Customer Operations Jul 2016–Jul 2017

International Program Manager, Global Customer Operations Jan 2014–Jul 2016

I joined in sales at hungryhouse UK and became a team manager within six months. After my third promotion I led Foodora and Foodpanda operations in 19 countries across EMEA and APAC as Director: 700+ people, the customer and restaurant experience, and P&L for restaurant operations and customer service.

• Before the IPO, worked as an in-house consultant to executives across EMEA, APAC and LATAM. Aligned customer and partner processes across all markets and owned the technical requirements for every call center in the group.
• Cut cost across 20+ call centers by 12% on average.
• At hungryhouse, raised team NPS and cut department cost by 28%.

Sales Manager at manetch in Berlin (2013–2014), Sales Agent at Haikoh (2012–2013), and a sales and account-management internship at Contrast A/S in Aarhus, Denmark (2011).

BA, Sales, Merchandising and Marketing Operations, Business Academy Aarhus (2010–2012). Associate degree, Marketing Management, VIA University College (2008–2010).

Languages: Bulgarian, English.