Experience

• 

  Tomil herb ltd.

  Feb 2003 - Apr 2007

  Sales and marketing department manager

  Meetings and communication with customers Accepting and invoicing of orders Coordination of deliveries, marketing and promotional activities Working with state organizations for issuing of certificates and permissions. Communication and meetings with foreign customers. Organization of exports and products distribution abroad. Translation of certificates and technical documentation.

• 

  Teleroute

  Jun 2007 - Apr 2011

  Sales representative & customers support for bulgaria

  As the only field agent in Bulgaria I was responsible for all sales actions, telesales, educations, training and customers support. My activities included meetings with customers and prospects, screen sharing sessions, products support, answering and solving customer issues, after-sales communication, translations of new products and software, reporting and following all company approved procedures.

• 

  Adecco uk

  Apr 2011 - Apr 2013

  Continuous improvement of the overall service quality by preparing and analysing various statistics, assessing the workflow and suggesting improvements of the existing processes and procedures. Preparation of daily, weekly, monthly and quarterly statistics, used for monitoring and evaluation purposes. Updating daily scorecards and multiple reports required by the customer. Assessment of agents’ phone calls and tickets.Identification, investigation and addressing of quality issues. Providing feedback for the agents’ performance and suggesting continuous trainings for agents with unsatisfying results. Taking part in the Management Team meetings. Ensuring the team has access to useful documentation and resources. Following if SLA-s, KPI-s and customer’s expectations are met. Working with various tools for extracting statistical data and reports.Additional tasks: Team Leader’s support function. Official backup of the Training Specialist. Show less Providing constant support to the agents with less experience, answering questions, handling frustrated users and escalations, updating documentation. Supervising agents’ shifts, breaks, lunches and tasks. Chasing higher-level teams in regards to cases that need to be prioritized. Updating the team about new procedures, major issues and changes. Handling the Escalations mailbox used for prioritizing existing cases, user complaints, urgent and VIP users’ requests. Training Specialist Backup – induction and continuous training of new comers. Show less

  • ITSD Quality Analyst

    Jul 2012 - Apr 2013

  • ITSD Senior Analyst

    Dec 2011 - Jul 2012

  • ITSD Technical Support Analyst

    Apr 2011 - Dec 2011
• 

  Hewlett packard enterprise

  Apr 2013 - Oct 2016

  Covering the end-to-end process from recognizing the customers needs of a new software through documenting, improving, testing and delivering.

  • Project Manager

    Mar 2016 - Oct 2016

  • Service Delivery Lead

    Apr 2013 - Feb 2016
• 

  Ibm

  Nov 2016 - now

  • Manager, IBM ACS - Cloud PaaS

    Oct 2024 - now

  • Service Delivery Manager, Kroger KSC

    Oct 2022 - Sept 2024

  • Client Advocate Manager

    Mar 2022 - Oct 2022

  • Client Advocate Lead

    Nov 2020 - Feb 2022

  • Service Delivery Manager, Cisco TAC

    Nov 2016 - Oct 2020