Veronica Panova

Experience

• 

  Germanos

  Oct 2005 - Mar 2007

  Sales Executive

  Administrated the daily operations of a telecom retail office • Supervised the quality of customer service• Organized and monitored stock delivery• Directed and conducted sales of mobile electronics and mobile service plans

• 

  Management Business Machine (M&BM)

  Apr 2007 - Sept 2011

  Managed communications and relations with key customers concerning all business and technical questions, and aspects of projects and campaigns• Organized and fully managed multiple direct mailing service cases successfully • Prepared project plans, sales reports and invoices meeting strict deadlines to sustain and grow the company business significantly • Negotiated and prepared new customer contracts and annexes, and supervised their implementation to lead the company into new business areas Show less

  • Key Account Manager

    Jan 2008 - Sept 2011

  • Account Manager

    Apr 2007 - Jan 2008
• 

  Hewlett-Packard

  Jan 2013 - Jan 2015

  Provided internal incident management at LMC Sofia• Prepared and analyzed full monitoring reports (incl. KPI, IMPACT Reports)• Identified and analyzed root-causes of misrouted cases, pinpointing and avoiding chronic trends that kept recurring• Improved group-wide practices to resolve and avoid violation tickets and meet SLAs more efficiently • Liaised with the senior management to resolve perpetual issues and help the Working Groups meet their monthly KPIs• Organized and led weekly Performance review meetings to track progress and highlight issues• Significantly improved intra-team communication by mediating and managing issues between teams to resolve outstanding issues and decrease ticket escalations and violations• Increased accountability and efficiency• Restored normal service operations as quickly as possible to minimize adverse impact on business Show less Provided high quality client support service for the biggest German account at the HP's German Customer Center• Identified and resolved issues for one of HP's key European clients regarding devices, business systems, networking and applications • Contributed significantly to the creation and retention of satisfied and loyal customers• Created excellent examples in the best practices in ticket management processes to provide good ticket documentation for the Call Management System• Supported the ILC Team with the implementation of different ad hoc tasks regarding the case age tickets and analysis of quality reports• Mentored new hires during orientation periods Show less

  • Global Incident Lifecycle Coordinator

    Dec 2013 - Jan 2015

  • Technical Support Analyst / Back-up ILC, DE and ENG

    Jan 2013 - Dec 2013
• 

  Self Employed

  Jan 2016 - now

  Leadership Coach

  Providing group and individual one-on-one leadership coaching sessions• Supporting clients in increasing their self-awareness, becoming more efficient and engaged in their work, building on strengths, and identifying patterns of behavior that may create challenges to growth and success• Helping leaders and leaders-to-be in understanding others, and creating better communication and strengthening the relationships in the team

• 

  BULGARIA WANTS YOU

  Jan 2023 - now

  • Head of Sales and Customer Success

    Dec 2024 - now

  • Business Development Manager

    Jan 2023 - now