Racho Rachev

Experience

• 

  C3i Solutions

  Jul 2013 - Mar 2022

  As a Supervisor in the new Medical Information department I was responsible for transferring 20+ years of established support from a UK based team to the newly established team in Bulgaria in under 3 months. My main responsibilities included, but are not limited to:- Participate in a knowledge exchange in the UK lasting 1 week.- Prepare training plan and documentation for the newly established team in Bulgaria.- Deliver the training in several waves, in order to adequately transfer the support.- Support and monitor the newly established team to process interactions while maintaining high quality standards.- Familiarize myself with the client SLAs and Standard of Work (SOW) to make sure that no complaints are identified.- Meet client SLAs (both quality and production) from first week in production.The transfer of the support was successful, as all client requirements and all SLAs were met. Currently my responsibilities include:- Prepare monthly shift and assignment schedule for a team of 16 agents.- Supervise and monitor team members, making sure they achieve their targets.- Lead bi-weekly meetings with Senior team members, discussing internal project improvements as well as issues identified in the team.- Lead weekly meetings with the entire team, where issues on team level are discussed along with changes in procedures.- Actively communicate with the client contacts on a daily basis, making sure SLA related concerns are addressed urgently.- Lead and coordinate projects involving large amounts of sensitive patient data.- Remain available 24/7 as a back up contact for an emergency line.- Identify knowledge or communication gaps, prepare and deliver training plan to address them. 收起 As a Supervisor, my main responsibilities in one of the clinical research departments included, but are not limited to:- Create, review, update and maintain knowledge documentation.​- Assist with fulfillment of any IT Assistance Requests for team-level operational issues.- Communicate IT system outages to helpdesk team and end-users; supervise system testing.- Manage Quality Assurance (QA) and Quality Check (QC) process reference documentation​​​.- Identify potential knowledge gaps in the team or individuals after which prepare and delliver trainings to address these gaps.- Actively communicate with the client on a daily basis, regarding various operational and knowledge topics.- Monitor L1/L2/TL performance and coach or mentor the team when needed.- Supervise a team of approximately 40 agents, making sure to adjust to any volume drops or spikes.Between January and August of 2018 I was involved with the close out of the department. My responsibilities during the close out included:- Preparing training materials for one of the two Line of Services supported by the department.- Providing WebEx Train the Trainer sessions to the team taking over the support.- Providing WebEx assistance to the trainers during the training phase of the close out.- Supported the transition with two on site visits. One in the Philippines lasting 1 month, and one in Portugal lasting 3 weeks.The Onsite assistance included, but is not limited to:- Monitor the quality levels of the new team.- Complete shadowing activities on all new team members as well as their Supervisors.- Perform refresher trainings on problem areas identified during quality monitoring.- Support the Training and Management teams, with everything needed to successfully transfer the support. 收起 As a Team Lead, I was mainly responsible for the workflow management and supervision of the Help Desk Analysts, level 1 and 2. The role includes performing production work, quality assurance and mentoring the analysts in order to achieve the operational goals. My responsibilities include, but are not limited to the following:- Perform workload distribution, assign tasks and track execution of both.- Monitor compliance with targets for Service Level Agreements and Operational Level Agreements.- Assign follow-up activities and track their execution.- Supervise agents and make sure they adhere to the company attendance requirements.- Prepare and supervise team breaks schedule.- Supervise call and email queues.- Assist with fulfillment of any IT Assistance Requests for issues affecting Level 1 and Level 2 help desk analysts Production work.- Monitor and process internal escalations​- Identify Service Degradation activities and escalate them to higher management in a timely manner. 收起 As a Senior Help Desk Analyst I was responsible for assisting the Supervisor/Team lead on shift to perform day to day activities and for supervising the help desk analysts while there were no Supervisors/Team Leads on shift. My other tasks include, but are not limited to:- Researching and resolving complaints to ensure customer retention and satisfaction.- Handle a high volume of customer support requests that require careful scrutiny and a delicate touch.- Research and escalate cases raised by help desk analysts according to procedure. 收起 As a Help Desk Analyst I was responsible for incoming telephone requests for technical assistance on standard commercial and proprietary applications (Oracle, Clinical; Citrix etc.) in English. My other tasks include, but are not limited to:- Provide good and consistent customer service.- Handle large number of inbound and outbound interactions (Calls; Emails).- Create and submit detailed call logs.- Documenting customer interaction.- Quickly adapting to changing priorities and fluctuations in work flow. 收起

  • Operations Manager Medical Information

    Feb 2021 - Mar 2022

  • Assistant Operations Manager - Medical Information

    Jan 2020 - Feb 2021

  • Supervisor - Medical Information Department

    Aug 2018 - Jan 2020

  • Supervisor - Clinical Research Department

    Dec 2016 - Jul 2018

  • Team Lead

    Feb 2016 - Nov 2016

  • Senior Customer Service Representative

    Sept 2014 - Jan 2016

  • Customer Service Representative

    Jul 2013 - Sept 2014
• 

  IQVIA

  May 2022 - now

  Line management of a small team of my peers.

  • Project Manager

    May 2024 - now

  • Line Manager

    Apr 2024 - now

  • Associate Project Manager, Global Database Studies

    May 2022 - Apr 2024