Eftimka Parmakova - Petrunova

Experience

• 

  CableTel

  Jan 2007 - Jan 2010

  Customer Care Specialist

  Objective:Delivered exceptional customer support by addressing technical and general inquiries, while contributing to service improvements. Core Responsibilities:• Providing comprehensive support to clients through various communication channels, including phone, email, online chat, and voicemail, addressing both general and technical inquiries.• Collaborating with clients to resolve issues related to company services (internet, television, and telephony), as well as handling billing and payment discrepancies.• Actively participating in cross-functional teams to drive process improvements and enhance service delivery.• Leveraging expertise in sales to identify opportunities and contribute to business growth. Vis mindre

• 

  Blizoo

  Jan 2010 - Mar 2016

  Objective: Managed a team of customer support experts, ensuring high-quality service delivery and operational excellence.Core responsibilities:• Lead and manage a team of 15-20 experts, ensuring high performance and alignment with organizational goals.• Monitor and assess service quality across all channels in real-time, conducting evaluations to ensure optimal customer interactions and adherence to company standards.• Analyze key performance indicators, including productivity, resolution rates, sales, and ticket management, providing regular reports to senior management and driving actionable insights.• Take proactive corrective actions to address performance issues and enhance team productivity.• Facilitate team discussions to address challenges, explore improvement opportunities, and maintain motivation, while driving continuous development and results.• Contribute to cross-functional initiatives, collaborating with various departments to support company-wide objectives and process improvements. Vis mindre

  • First Level Support Team Lead

    Jan 2011 - Mar 2016

  • First Level Support Supervisor

    Jan 2010 - Jan 2011
• 

  Modis

  Mar 2016 - Mar 2018

  Multi - Supplier Operations Strategic Incident Manager / Critical Incident Manager

  Objective:Ensured the timely resolution of critical incidents by fostering effective communication and collaboration across teams. The primary goal is to restore service promptly for critical incidents impacting clients’ businesses, ensuring ownership, clear communication, and progress until resolution.Core Responsibilities:• Manage and resolve escalated, high-priority incidents, ensuring swift resolution and minimal business disruption.• Collaborate with Incident Managers across global HP regions, staying informed on industry trends to develop and implement best practices.• Lead and prioritize escalations through Level 5 (L5) to resolution, ensuring clear ownership and accountability.• Contribute to the development of security policies and processes to safeguard client operations.• Leverage both technical expertise and commercial acumen to deliver effective solutions for HP and its clients, mentoring teams and consulting with third-party organizations, customers, and vendors on complex issues. Vis mindre

• 

  DXC Technology

  Mar 2018 - Mar 2024

  Objective:Oversaw the resolution of high-priority incidents and implemented data-driven strategies to improve service reliability and operational efficiency.Core Responsibilities:• Proactively mitigate incidents, implementing strategies to prevent occurrences and minimize the impact of unavoidable issues.• Identify, prioritize, and assign ownership of problems, overseeing their resolution from identification through to final solution implementation.• Conduct root cause analysis of incidents, providing temporary workarounds and developing permanent solutions for recurring issues.• Drive proactive problem management by analyzing trends and historical incident data, enabling data-driven decisions to improve service reliability and operational efficiency. Vis mindre Objective:Managed escalated critical incidents, ensuring rapid resolution and minimal disruption to client operations. The primary goal is to restore service promptly for critical incidents impacting clients’ businesses, ensuring ownership, clear communication, and progress until resolution.Core Responsibilities:• Manage and resolve escalated, high-priority incidents, ensuring swift resolution and minimal business disruption.• Collaborate with Incident Managers across global HP regions, staying informed on industry trends to develop and implement best practices.• Lead and prioritize escalations through Level 5 (L5) to resolution, ensuring clear ownership and accountability.• Contribute to the development of security policies and processes to safeguard client operations.• Leverage both technical expertise and commercial acumen to deliver effective solutions for HP and its clients, mentoring teams and consulting with third-party organizations, customers, and vendors on complex issues. Vis mindre

  • Problem Manager

    Apr 2020 - Mar 2024

  • Multi - Supplier Operations Strategic Incident Manager / Critical Incident Manager

    Mar 2018 - Apr 2020
• 

  Coca-Cola HBC

  Mar 2024 - now

  Operations Leader - Consumer & Customer

  Leading operations to ensure high-quality product delivery and exceptional customer experience, while driving efficiency and value generation.Core Responsibilities:• Ensure the delivery of high-quality products that meet established standards and customer expectations.• Oversee product availability and performance, ensuring seamless operations and service continuity.• Accelerate time-to-market by optimizing release cycles for faster production delivery.• Manage the product lifecycle effectively, ensuring maximum efficiency and value at each stage.• Drive consistent product value generation, contributing to long-term business growth and customer satisfaction. Vis mindre