Irina Stefanova

Experience

• 

  Invivodata

  Jun 2012 - Jan 2013

  Tier 2 World Wide Support Associate

  Escalations:• Providing Tier 2 phone and email support as part of Global Helpdesk Service to Clinical Sites and Subjects.• Support level 1 Helpdesk in completion of Site Initiation for new Clinical Sites.• Work directly with internal customers, Project managers and end users to respond to customer queries.Data Analysis and Reporting• Work on data analysis and data delivery projects• Work on capacity planning projects • Proactively seek to identify trends based on data deliverables in order to determine if knowledge base update is needed or if there is a potential issue that needs noted to the Project Management/Software Development teams and further investigation• Provide customer and Helpdesk reportsDocumentation and Implementation• Work on new products and project implementation tasks• Creation and maintenance of Support Materials for Helpdesk Knowledgebase.Working Relationships• Develop and maintain interpersonal relationships with Analysts and peers.• Effectively communicate with both internal and external clients.Training• Training internal staff on new products, services and troubleshooting tools.• Training support partner staff to execute contracted support services efficiently with excellence.• Delivery of Training at Investigator Meeting or Client Site.• Prepare Training plans and training materials• Assist in customer Helpdesk setup QA• Provide individual and team feedback on a weekly basis• Review monthly Helpdesk data to ensure accuracy and compliance with existing Helpdesk Knowledge database.Communication• Ensure communication and knowledge transfer between Project Management/Shipping Department/Data Management/ Software Development Team and Tier 1 Teams Show less

• 

  C3i Europe

  Aug 2012 - Aug 2013

  Team Lead
• 

  Experian

  Aug 2013 - Aug 2014

  Business Solutions Analyst

  Working in DA Application Support contributing to client delivery and service levels by providing 2nd line business related product support to clients using the Experian Core DA product set. Work will include dealing with live product configuration incidents (investigate & fix), system enhancements (requirements definition and implementation) and system optimisations.SOFTWARE CONFIGURATION • Configure Core DA software according to specifications under guidance of Senior Solutions analyst where appropriate• Test software against specification to ensure the product operates as specified, and amend where appropriate.MANAGING CLIENT RELATIONSHIPSSupport the client relationship.• Build and maintain positive day to day client relationship at peer level. • Attend, support and contribute to client meetings, including presenting results, conclusions and recommendations in both written and verbal form.• Work with client personnel and/or other departments/divisions within Experian to interpret requirements and data and resolve queries.INFORMATION GATHERING• Liaising with customers to understand requirements.• Taking part in workshops.• Interpreting documentation.CONFIGURATION WORK• Follow documented procedures, including creation and maintenance of team / client documentation. • Proactively identify potential risks in achieving personal timescales and communicates them to Team Lead where appropriate.• Maintain accurate time sheet management, logging time to Changepoint codes effectively.• Provides status reports to Team Lead when required.PROBLEM SOLVING AND INNOVATIONIdentify potential problems in the end to end process.• Identify and resolve data or system problems which may impact on results, seeking advice when necessary.• Question results through applied intelligence.• Shares findings with peers from own & other Teams and management where required.• Prepared to communicate ideas in knowledge sharing forums Show less

• 

  C3i Europe

  Aug 2014 - Apr 2015

  Team Lead

  • Monitor real-time ACD reports to supervise staff availability and monitor status of up-to-the-minute service levels• Monitor open issues queues and work to distribute follow up activities in order to ensure issues are closed within agreed-upon timeframes• Monitor all escalation queues to ensure hand-off times between Tiers, including client resources and third party, are met• Field technical assistance requests during staffing shortages (overflow)• Take steps to balance call flow and other workload across all technicians available• Take steps to ensure technicians meet their call efficiency targetsQA• Perform QAs of technicians interactions with field customers and provide remediation as necessary• Ensure clear, complete and concise logging of all customer service interactions between Help Desk Analysts and C3i client base. Call logging includes an accurate account of the problem reported and actions taken to resolve the issue in addition to the categorization of the Assistance RequestReporting• Generate and analyze Horizon reports for the identification of trending issue volume, training opportunities, system problems, and status of open calls• Generate historical ACD reports to evaluate the effectiveness of agents and staffing levels as well as to supervise workflowManagement• Oversee Help Desk Analyst activities including, but not limited to scheduling, daily management, productivity management, objective & goal setting• Act as first level of management escalation for issues requiring leadership attention• Apply appropriate level of supportive or directive guidance as technicians’ competence and confidence level varies for each task or project• Escalate subordinates’ performance issues and provide feedback consistent with C3i’s standard practices• Participate in process of selecting high achievers, through various C3i incentive programs Show less

• 

  HCLTech

  May 2015 - Apr 2023

  • Implementation of new services and products • Monthly invoicing of separate CRM services provided to clients• Conducting interviews with potential new hires selected by the HR team• Planning of available resources – scheduling• Setting long-term and short-terms goals and targets to the team members and ensuring their fulfillment• Performance management • Change Management across operational centers in all 4 C3i locations• Creation and maintenance of detailed project plans, collaborating with all parties involved (IT, Operations, Client Management, Clients themselves, local vendors, etc.) Show less • Implementation of new services and products • Organized client calls, meetings and various forums as part of the governance structure requiring daily to yearly reporting• Spearheaded the Change Management across operational centers in all 4 C3i locations• Created and maintained detailed project plans, collaborating with all parties involved (IT, Operations, Client Management, Clients themselves, local vendors, etc.)• Identified shift-left opportunities from partner service providers and drove upsell/cross-sell initiatives• Proposed Technology Enhancements for process optimization• Enforced Team Compliance to client/ internal processes Show less • Forecasted staffing based on volume analyses during new account/service implementations• Oversaw QA, CSAT and complaint management processes• Continuously analyzed compliance of report setup to contractual SLA definitions• Built the knowledge base creating over 100 knowledge articles• Coordinated the training efficiency and training KPI process• Created and maintained reports/dashboards leveraging different reporting tools for internal as well as client-faced reporting & analytics Show less • Analyzed volume data and suggested service improvements to the client• Investigated issues and complaints and provided root cause analyses and resolutions• Participated in knowledge transfer sessions with client representatives• Generated historical ACD reports to evaluate the effectiveness of agents and staffing levels as well as to supervise the workflow• Managed the QA/QC/CSAT processes based on monthly targets and introduced an automated tool which cut down the distribution time by 70%• Established the Follow-Up process and introduced an automated tool which decreased the distribution time by 50%• Created a break tool for the agents which resulted in a 40% increase in break time adherence on their scorecards Show less

  • Senior Project Manager

    Feb 2022 - Apr 2023

  • Assistant Project Manager

    Jul 2018 - Feb 2022

  • Business Analyst / Assistant Operations Manager

    Nov 2016 - Jul 2018

  • Supervisor

    May 2015 - Nov 2016
• 

  SumUp

  May 2023 - now

  Product Manager

  Tranfers Europe - Global BankDelivering a seamless transfer experience for the SumUp merchant.