Krasimir Shtakov

Experience

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  MTS inc. BTS

  May 2004 - Oct 2007

  Tour Guide

  - Conducting tours;- Providing information to foreign tourists about cities at the Bulgarian seaside.

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  Rewe Group, Cologne

  Jun 2008 - Oct 2008

  Assistant Country Manager

  - Office management duties - internal and external communication; - Support;- Accounting - preparing necessary (financial) documents;- Airline ticket sale;- Creating of schedules.

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  Call Point New Europe

  Oct 2008 - Dec 2008

  Call agent

  - Customer support;- Rent-A-Car reservations.

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  Rewe Group, Cologne

  Jun 2009 - Oct 2009

  REP

  - Provide information to the tourists about accommodation possibilities and flight options;- Facilitating hotel rebook and information cocktail; - Event management;- Guest Relations.

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  Adecco Bulgaria

  Apr 2010 - Feb 2013

  - Accountable for the delivery of the Incident Management process of the Service Desc sub- Teams in accordance with the Customer contract; - Manage “real time” performance of queues taking into account agent availability;- Responsible for the day to day performance of agents with regard to productivity, SLA’s, customer satisfaction and efficiency;- Manage Availability and Utilization of resources;- Carry out all one to one improvement plans;- Adapt schedule for Sickness, Vacation and Training; - Manage development and performance of team members;- Timesheets management;- Responsible for performance bonus of all his/her direct reports;- Participate in the interviews of potential new team members;- Hold sub- Team meetings;- Report on key performance indicators to the Project Manager Show less - Supporting via e-mail, operating with the database of the website-www.billiger.de;- Database operations, Writing product reviews, Mapping of Shop-offers, Normalising Product filters, Create product filters and tags; - Present a positive, effective and flexible contribution to achieving team targets and objectives; - Comply with/complete desc specific or ad hoc tasks; - Collaborate with other team members to provide high quality support; - Ensure constant self development using day to day work, web based training, and any other available. Show less

  • Team Leader

    Nov 2011 - Feb 2013

  • Database Analyst

    Apr 2010 - Nov 2011
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  Hewlett-Packard

  Feb 2013 - Feb 2017

  - Serves as the single point of contact to the account/ABMgr for any issues or escalations that may arise relating to any of the SRM functions.- Ensures all SRM services are performed for the account per the agreed SLAs.Identifies and leverages approximately skilled resources for the completion of service request proposals.Assures and approves the output of the Response Managers.- Provides input into forecasting and management of resource requirements to ensure the effective handling of service requests within SLA targets.- Builds effective relationships with ABMgrs and clients.- Establishes Quality Assurance and ensures that processes are maintained.- Identifies areas of improvement and manages improvement initiatives. Show less - Manages the end to end NSSR process from receipt of a service request through proposal, approval and delivery. Operates HP best practices in terms of standards and process within NSSR.- Ensures the requests have been processed through the proper approval channels.- Manages and documents details of interaction with HP external client.- Determines appropriate escalation action and initiates escalation.- Work with Account Delivery Management and client managers to scope and qualify new service requests.- Collect technical input and build proposal.- Lead regular NSSR review meetings with the client and HP account team to review the progress and highlight for any issues or escalations during NSSR lifecycle. Show less - Administrates the end to end NSSR process from receipt of a service request through proposal, approval and delivery;- Conducts basic or general research on information relevant to the request;- Tracks and follows up the progression of Service Requests on behalf of the Response Manager;- Runs regular and ad hoc reports. Supports the production and delivery/distribution of reports to Client, HP and Supplier stakeholders;- Handles client requests in a confident and customer-focused way;- Documents details of interaction with Requester and finalizing request documentation;- Communicates in a relevant, timely, clear and concise manner to all levels of management;- Hosts meetings for client and account interaction. Show less

  • SRM Account Lead

    Sept 2015 - Feb 2017

  • Response Manager

    Jul 2014 - Sept 2015

  • Business Process Management Specialist

    Feb 2013 - Jun 2014
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  DXC Technology

  Feb 2017 - Apr 2022

  • Acts as the primary contact to the client for all catalogue related interactions• Reviews requests for change to catalogue content from client. Reviews complex requests for changes to the catalogue and determine if the change can be implemented as requested. Analyzes requests and any attachments for completeness• Provides response to Client Catalogue Owner for complex change requests• Plans catalogue changes within monthly maintenance cycle• Works with the necessary Delivery teams, perform required research for price, service, who would fulfill request• Interacts with Account Manager to implement catalogue items from frequent NSSR requests• Acts as the primary contact to the account for all catalogue operations related inquiries• Facilitate catalogue data collection and validate catalogue data adheres to business rules and requirements• Participate in catalogue startup to achieve knowledge transfer of client catalogue structure and monitor adherence to standards• Receives product updates and information and in cooperation with the client, initiates product catalogue updates• Manages on-boarding of DXC delivery towers/performing suppliers to the Service Catalogue. Consults with DXC delivery towers/performing suppliers with reference to catalogue data definition. Facilitate catalogue data governance with performing suppliers• Performs catalogue audit and reviews to monitor adherence to catalogue standards• Acts as focal point for all catalogue operations related metrics• Internal process compliance and adherence• External process compliance and adherence• Active involvement in maintaining the process documentation updated• Maintaining a high level of customer satisfaction through proactive communication and high data accuracy• Ensure that established business control standards are applied to all engagements and fully compliant to audit requirements, thus assuring DXC’s financial security. Show less - Client Communication - Account Staff Changes- Escalation (3rd level) (Serves as the single point of contact for any issues or escalations that may arise relating to any of the Service Request Management function)- Hiring process (Provides input into forecasting and management of resource requirements to ensure the effective handling of service requests within SLA targets)- Operational Excellence – Team (Plans, directs and monitors operational activities, Ensures TCE is achieved, Ensures employees have the critical training to perform jobs) - Performance Management Team (Coaches and mentors direct reports, performs FPR- performance reviews with DXC employees, provides continual feedback, Sets Goals and measures for employees, while developing common team mission, vision and shared values, Rewards and recognizes employees achievements, Conducts regular team meetings)- Staffing/Resource alignment as per account distribution list (Develops and implements staffing plan)- Team communication (Resolves employee issues, concerns and problems) Show less

  • Catalogue Operations Manager

    Jun 2019 - Apr 2022

  • Supervisor

    Feb 2017 - Jun 2019
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  Strypes

  Apr 2022 - now

  Project Manager

  - Monitor the realization of the projects- Organize the development of software functions and modules- Project estimation, monitoring, controlling and reporting the project progress to the stakeholders- System integration, consulting clients