Experience

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  Imro, /a full-service contact center/

  Aug 2003 - Apr 2005

  Marketing voice operator

  Telemarketing private & corporate potential customers in Belgium through outgoing calls

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  Moneygram international

  Oct 2005 - Oct 2006

  Customer service representative

  Managing in English and French;Accepting incoming calls from customers and MoneyGram agents in Europe;Providing money transfers of all over the world

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  Btc

  Oct 2006 - Dec 2007

  Personal assistant to business sales director

  *Assist and support the Director in his business activities by preparing reports and statistics, organizing and following the daily agenda; *Coordinate and enable the communication within the divisions and other organizational units of the company;*Provide reliable and confidential secretarial and administrative support in a polite and professional manner;*Prepare, organize and coordinate overall internal and external correspondence;*Take part in the respective activities, projects implemented within the divisions and special events as well;*Order stationeries, refreshments, business cards *Order and maintain all office machines*Arrange hotel and travel bookings when is necessary Show less

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  Zona dom ltd

  Dec 2007 - Mar 2008

  Import delivery manager

  *Correspond with foreign furniture manufacturing companies*Order from foreign furniture producers*Follow new furniture tendencies

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  Astral holidays jsc

  Apr 2008 - Dec 2010

  Reservations agent incoming department – europe market

  * Communicate with foreign partners - European Travel Agencies* Individual hotel bookings* Communicate & cooperate with Bulgarian hotels on the seaside and mountain resorts

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  Atlas – s ltd

  Apr 2011 - Oct 2011

  Specialist tourism

  Serve individual & corporate customers; Elaborate touristic programs upon specified criteria

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  Discovery travel ltd

  Nov 2011 - Mar 2012

  Reservations agent

  *Sale trips*Serve individual & corporate clients**Hotel bookings

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  Ustrem 97 ltd

  Apr 2012 - Sept 2012

  Travel agency employee

  Serve individual & corporate customers & all kind of work related to tourism activities

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  Ttec

  May 2013 - May 2019

  Workforce management coordinator / resource broker for dxc technology
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  Hp

  May 2013 - Nov 2014

  Job scope/summary: The Escalation Support Specialist is part of the EY support team, a team dedicated to monitor Canon for the customer Ernst & Young.* To be the First Point Of Contact in all matters related to Service Delivery and Supplies replenishment for Ernst&Young.* Goal is to have a 100% satisfied customer to whom will be acknowledged that their choice for Hewlett Packard/Canon is the right one.Duties and responsibilities:·Act as initial point of contact for E&Y end-users, ADMs and Canon dealers for issues regarding Canon Service calls and Supplies·Day-to-day responsibility for all service levels to be delivered to customer·Pro-active escalation management (when required)·Coordinate all relevant resources (internal/external partners)·Provides pro-active consulting to customer/ADM/direct manager generated reports for designated regions ·Perform or coordinate administrative functions for local Managers and Technicians in the fulfillment of contract services, as required.·Take responsibility and achieve customer satisfaction through proper use of customer service skills·Communicate clearly, responding in an effective and timely manner and ensuring that internal and external customer expectations are met or exceeded·Track and capture data/metrics·Performs all tasks and duties consistent with best practices, high standards and diligent work habits·All other legally permissible tasks requested by the line manager Show less Job summary:Customer Solution Center is made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery.CSA is responsible for proper handling of all customer requests with regards to part logistics, and providing feedback to customers in a timely manner.Job specifics:* Outgoing/incoming calls handled on time* Cases are worked out in given timeframes* Cases are worked out according to the quality criteria and requirements* All cases are worked out on the same day (Avoiding Backlog Situations)* Proper information is provided to the customer on time (when needed)* Chasing of defective material from the customer is done in a timely manner according to the company requirements* Strictly follows company policies, procedures and Standards of Business ConductKey responsibilities:* Timely processing of incoming customer requests* Verifying the request details with the customer* Ordering, arranging the required spare parts * Return chasing of the defective parts* Follow up of the successful completion of each case* Proper and timely case escalation when needed related to exception situation and keeping the customer informed Show less

  • Escalation Support Specialist

    Sept 2013 - Nov 2014

  • Customer Support Agent,Onprocess Team Sofia

    May 2013 - Sept 2013
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  Hewlett packard enterprise

  Dec 2014 - Oct 2017

  Survey administration and operation

  • Administration of TS surveys solutions and Portals- e.g. User account creation, Customer account management, Survey databases cleaning,User access control, Duplicate account entries, Requests for Removals or Setting an account ineligible, Re-assignments of accounts, Review and update of iPortal user guide for new enhancements for current fiscal year, Verification of iPortal enhancements on the iPortal• Assistance to Survey Program Managers- Control of quality and timeliness of standard deliverables- TS Survey process control - Survey metrics tracking and control (e.g. Survey volumes, Survey execution compliance) • Support of TS surveys stakeholders globally across 3 Regions & multiple BUs• Non-standard TS Survey reports:- Manual reports- Ad Hoc reports• Global Account reporting Show less

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  Dxc technology

  Nov 2017 - May 2019

  Resource broker

  The purpose of the role is to provide administrative support for the Resource Management and Operation functions of the team by managing OD&T resource pools doing project assignments. Job specifics/responsibilities:• Program and Project management maintenance: existing demand modification, communication and action follow up• Data quality checks in the respective platforms and systems• Facilitation of Demand vs. Supply account review meetings with key stakeholders (allocations, positions, unmet demand analysis inclusive), action log maintenance and follow up• Staffing profile report preparation for all account projects in scope• Ongoing maintenance of time tracking process and regular update in the respective platforms and systems. Ensuring strict time tracking deadlines are met.• Schedules and actively participates in time tracking control review meetings• Execution and distribution of reports containing alignment for resources availability and assignments• Generate weekly availability report and distribute through security• Manages documentation and record-keeping processes. Responsible for appropriate maintenance, storage, and archival of this material• Raising recruitment WMA’s and updating recruitment data on various tracking tools and spreadsheets• Support the RMT function in its objective to provide accurate data to the business in presentation (.ppt) format• Support and implement continuous improvement of the process and systems. Propose innovative solutions or alternative approaches• Collaborate closely with RMT Data Analyst and PCT• Cross check and validate reports produced by RMT Data Analyst • Participate in reports presentations for Head of RMT• Produce weekly overview report (availability, assignments, allocations, unmet demands) for stakeholders within the organization• Weekly meetings with key stakeholders• Other Ad-hoc reporting and administration. Show less

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  Gfk

  May 2019 - Dec 2024

  Technical hr data analyst

  • Part of the Workday Team and point of contact for employees and partners within the HR Business Partner community• Global Support of HR initiatives such as: policy and procedure changes, preparation and implementation of new Workday functionality, overseeing changes to the HR data structures • Cover Workday Helpdesk topics and assist in HR subject matters by resolving requests and troubleshooting technical problems (Human Capital Management, Compensation & Benefits, learning materials)• Manage escalations as part of case management by engaging partners in HR to troubleshoot• Provide refresher sessions and trainings on Workday functionality for the HR community• Identify anomalies within data sets and having a good understanding of logical data patterns• Ensure data consistency and integrity throughout the HR database including purging system data• Acts as a filter (business analysis) for incoming change requests and new reports in Workday • Balance between multiple projects with frequently changing priorities• Draft and send out written communication• Create ad-hoc HR reports and analysis Show less

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  Coca-cola hbc

  Dec 2024 - now

  Hris super user