Stefan Vasilev

Experience

• 

  MIDAX INC

  Sept 2009 - Jun 2013

  Customer Support Representative

  Duties: ● 24/7 First level support for the card payment process of multiple grocery stores in the US.● Answer user phone calls related to outages, perform checks of installation and apply fixes (reboots, reinstallations, configurations)● Install and configure the software at freshly contracted new sites.● Train new hires● Communication and reporting

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  DXC Technology

  Feb 2014 - Oct 2023

   Client Facing Service Owner for UK Post Office Account (POL) Responsible for the management of the customer service (All ITIL and Service Tower services) Re-active to escalations (as opposed to the proactive ARL activities) Engage with the various internal service owners to ensure delivery of service, including attainment of SLA’s and KPI’s  Point of Contact for the POL Service Owners  Cover for the Duty Manager  Manage and develop relationships with key accounts within POL CSI (Continuous Service Improvement) – Creating, tracking, updating and owning live Client Improvement plans and the delivery of measurable improvements across all areas of the client journey. Identify opportunities to increase revenue and drive business growth  Provide exceptional customer service to ensure client satisfaction Develop and implement strategies to meet or exceed account performance  Collaborate with cross-functional teams to ensureclient needs are met Develop and deliver presentations and reports to POL clients as needed Stay up-to-date on industry trends and market conditions that may impact the POL account Communicate account updates and progress to counterparts Show less  Owned high-priority incidents, orchestrating resolution efforts and facilitating effective management communication for swift problem-solving and seamless post-incident reviews. Played a role in incident, problem, and change management activities, with a primary focus on incident resolution. Maintained consistently high-performance levels for service-related processes and drove continuous improvement initiatives. Managed vendor relationships to ensure meeting SLA requirements. Led daily improvement conference calls, coordinating technical teams with focus on SLAs. Identified opportunities for process enhancements and initiated the creation of new practices. Distributed Outage Communications and Action Plans to internal management and client stakeholders, ensuring effective response. Managed more than 1000 P1 incidents up to resolution. Decreased resolution time by 15% on yearly basis Show less

  • Account Service Manager

    Mar 2023 - Oct 2023

  • Service Integration Manager (SIAM) / Incident manager

    Feb 2014 - Mar 2023
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  KBC Global Services

  Oct 2023 - Dec 2023

   Lead the governance of IT incident management process. Developed process roadmaps and provided support to auditors, legal authorities, and internal Risk Management for process refinement. Identified opportunities for innovation and optimization through organizational analysis. Initiated and chaired evaluation sessions with senior management to redesign processes, ensuring alignment with company objectives. Supported the seamless implementation of process changes and monitored their quality, efficiency, and effectiveness. Ensured the availability of up-to-date materials for process execution. 1 achievement – wrote a Standard document for the internal incident management process based on existing policy. Show less

  • Process Manager

    Oct 2023 - Dec 2023

  • Process Manager

    Oct 2023 - Dec 2023
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  HP

  Sept 2024 - now

  Professional Services Project and Program Manager