Ivan Kotzev

Ivan is a Customer Management Services (CMS) analyst with NelsonHall, sharing global responsibility for CMS research and client support.

His special focus is on CMS delivery and transformation, covering analytics, social media, omni-channel integration, and multi-process CMS.

Ivan shares global responsibility for NelsonHall’s CMS research with Vicki Jenkins, who specializes in CMS within specific industry sectors. NelsonHall is the only analyst firm to cover CMS markets in detail from both horizontal and vertical market perspectives.

Ivan brings several years of operational and project management experience in customer service and contact centers in the telco and travel industries. His prior roles include Customer Service Operations Manager for a traditional telco, Process Improvement Manager for a BPO contact center, and Launch Consultant for a telesales operation in the online markets space.

Ivan holds a B.A. degree in Journalism and Mass Communications from American University in Bulgaria and an MBA from the Fuqua School of Business, Duke University, North Carolina.

He lives in West London with his family and enjoys city breaks, cinema and good wine.