Teodora Tsvetanova

Experience

• 

  HP

  May 2009 - now

  - Define, measure, and enhance Contact Center Agent processes to ensure efficiency and effectiveness.- Act as Change Owner and serve as the Subject Matter Expert (SME) for Agent Processes in both regional and global initiatives/projects.- Participate in internal and external audits, providing expertise and ensuring compliance.- Monitor process adherence, ensuring compliance with established standards and driving continuous improvements.- Define, measure, and enhance Contact Center Agent processes to ensure efficiency and effectiveness. - Act as Change Owner and serve as the Subject Matter Expert (SME) for Agent Processes in both regional and global initiatives/projects. - Participate in internal and external audits, providing expertise and ensuring compliance. - Monitor process adherence, ensuring compliance with established standards and driving continuous improvements. Show less - Oversee daily operations and ensure all service levels are met for Managed Print Services (MPS) customers.- Manage Total Customer Experience (TCE) and achieve customer satisfaction targets.- Analyze and manage Profit & Loss for deals, track KPI achievement, and develop and implement Corrective Action Plans (CAPs) as needed.- Create, execute, sign off, communicate, and manage customer special processes according to non-standard contractual agreements.- Serve as the single point of contact (SPOC) for customers and partners, handling queries, escalations, changes, and up-selling opportunities.- Coordinate contract administration and implementation with various teams.- Coach and assist team members, fostering process knowledge and knowledge sharing.- Oversee daily operations and ensure all service levels are met for Managed Print Services (MPS) customers. - Manage Total Customer Experience (TCE) and achieve customer satisfaction targets. - Analyze and manage Profit & Loss for deals, track KPI achievement, and develop and implement Corrective Action Plans (CAPs) as needed. - Create, execute, sign off, communicate, and manage customer special processes according to non-standard contractual agreements. - Serve as the single point of contact (SPOC) for customers and partners, handling queries, escalations, changes, and up-selling opportunities. - Coordinate contract administration and implementation with various teams. - Coach and assist team members, fostering process knowledge and knowledge sharing. Show less Provide first-level support for HP Managed Print Services (MPS) customers.- Process customer requests received through various access channels.- Validate customer access rights to services and handle exceptions.- Route cases to the most appropriate department for resolution.- Manage escalations efficiently to ensure timely resolution.- Collaborate with various teams and departments to address customer needs.- Manage customer expectations and ensure a high level of satisfaction.- Maintain process and database knowledge, and share insights with the team.- Perform regular quality checks on team performance to ensure service excellence. Show less

  • Business Process Engineer

    Sept 2017 - now

  • Account Delivery Manager

    Aug 2012 - Aug 2017

  • Value Added Services Support Agent

    May 2009 - Jul 2012