Ralitsa Kirilova, PMP

Experience

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  Sitel

  Mar 2012 - Oct 2013

  Call Agent

  Receive and handle requests for technical Support of Nokia phones and softwares, make calls and write e-mails (in English and German language).

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  Unify

  Oct 2013 - Jan 2017

  Main activities and responsibilities: Handling complaints (from both staff and customers)Personnel duties. Organizing holidays and training of the team.Monitor team members' participation to ensure the training they providing is being put into use, and also to see if any additional training is neededReporting to managementPrioritize workEstablish meeting times, places and agendasDevelop a strategy the team will use to reach its goalCommunicate clear instructions to team membersCreate an environment oriented to trust, open communication, creative thinking, and cohesive team effort Motivate and inspire team membersCoach and help develop team members; help resolve dysfunctional behaviorEncourage creativity, risk-taking, and constant improvementDiscussing and resolving problemsEnsuring the performance of the team is of a high standard. Carrying our performance reviews Show less Main activities and responsibilities:Receiving tickets from Management / Event Management Team, E-Bonding Systems / Customer Service Portal and Call Desk for specific account and dispatching to MSD agents SPOC for Managed Service Customer Communication for certain account SLA ManagementKPI handling for specific accountResponsible to supervise the Incident Management process for certain accountOrganize and prioritize the daily tasks of the teamResponsible for allocation for daily tasksReviewing the quality and sufficiency on all priorities recordsAnalyze incidents, when needed identify gaps and provide corrective actions based on the analysisScheduling meetingsMonitoring the regular updates of the Incident Information Log done by the Resolving Group handling the Incident.Communication with Team Managers, Team Leaders, SLMs, SDMs and team members for sharing account information Show less

  • Team Lead

    Nov 2014 - Jan 2017

  • Account Coordinator

    Apr 2014 - Nov 2014

  • Service Engineer

    Oct 2013 - Apr 2014
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  Atos

  Jan 2017 - Dec 2021

  Service Delivery Manager

  1. SDM is a professional Technical Service Manager responsible for coordinating the delivery of services into key enterprise customers. Working as SDM is a vital role in creating long-term healthy service provider - customer relationships, acting as the bridge/SPOC (Single Point Of Contact) between the client and the operational delivery teams. The key responsibility of the SDM activities is governance across all areas of the services including Service Management, Incident/Change Management, continual Service Improvement and customer satisfaction, SLA achievement as well as playing a key role in ensuring the highest level of Operational Service Delivery. Key responsibilities: 1.1 Building a personal relationship with key client staff.1.2 Successful service delivery - SLA achievement and high level of customer satisfaction, and following up if service delivery is not meeting expectations.1.3 Good communication around issues and opportunities – get things done, make things happen.1.4 Collaborating with senior management on client account management and growth.1.5 Ensuring operations teams are aware of changes and are prepared.1.6 Building service reports.1.7 Communicating across organizational boundaries.1.8 Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities.1.9 Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services division. Show less

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  Energize Global Services Bulgaria

  Jan 2022 - now

  Technical Project Manager