Exceptional managers and leaders are key to CluneTech’s reputation as a Great Place to Work. To recognize her outstanding leadership, Albena Pashova, Global VAT Recovery Manager at Taxback International, was invited for an interview with Economy.bg. In the conversation, she shares insights from her 23-year career at Taxback International, a CluneTech company and global leader in VAT recovery.
I will never forget my start at Taxback International 23 years ago. And no, I didn’t start as a manager. I worked my way through every step of the company hierarchy – from VAT Specialist to Team Leader, Manager, and most recently, Global VAT Recovery Manager.
I would say that Taxback International is not just a company; it is a school that fosters exceptional qualities and knowledge, which I have been striving to pass on to my colleagues over the years.
Our team consists of 25 exceptional individuals, and currently, we have a total of 297 years of experience at Taxback International. Yes, that's an average of over 11 years per person. Each one of them specializes in specific tasks related to VAT document preparation, VAT expense analysis, filing specific returns, communication with tax authorities and agents, and appealing decisions. At the same time, thanks to their exceptional experience and knowledge, each of us can assist our colleagues when needed, especially during busy periods. These 25 people file thousands of documents, VAT returns, emails, and letters to the tax authorities every year, recovering millions of euros in VAT for clients around the world.
Sometimes I joke that our team operates like a highly efficient machine or a combat unit.
2024 was the most successful year for our department in terms of the amounts recovered for our clients. An extraordinary achievement was that, for the first time in the company’s history, we recovered 23 million euros in VAT from Saudi Arabia for a single client. This wouldn't have been possible without the knowledge, dedication, and exceptional professional skills of my colleagues.
An example of the team's dedication was during the COVID pandemic, when 99% of Taxback International's employees had to work from home, but our Covid heroes – Iskra, Iveta, Elena, and Petar – stayed to work from our office to ensure the proper functioning of the technical departments in Varna and the timely processing of all incoming original documents.
Now, although Taxback International is an extremely flexible employer when it comes to work location, almost our entire team works in the company's office. We voluntarily returned to the office environment as early as June 2020. For the success of our department, the team spirit, and the exceptionally positive atmosphere among colleagues, direct daily contact is of immense importance.
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There are different approaches to team leadership. The one I have personally developed over the years is called 'Lead from the heart.' There is a lot of information available on this topic online.
It is generally believed that emotions have no place in business, but I don’t think that's true.
Respect for colleagues, leading by personal example, setting clear goals, encouraging, motivating, and recognizing achievements – for me, that is the secret to a successful team. The personal example set by a manager is inspiring, and inevitably, the team absorbs not only knowledge but also dedication, passion – that spark is contagious.
In my opinion, the people in my department are motivated by the way the team is led, the recognition of their achievements, the flexible policy regarding working hours and location, and the sense of belonging and shared purpose. Because we are not just a department; after all these years, we are friends and even family – such a sense of belonging takes time and effort to build.
Albena Pashova’s full interview can be found at Economy.bg
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