Silvina Minkova

Experience

• 

  Concentrix

  Dec 2014 - Dec 2018

  • Stand-in Subject Matter Expert Logistics and Returns, Cisco

    Jan 2018 - Dec 2018

  • CSR Middle East&Africa CS+ team

    Dec 2015 - Dec 2018

  • CSR Order management team Cisco project

    Dec 2014 - Dec 2015
• 

  Amaris Consulting

  Jan 2019 - now

  • Preparing detailed proposals aligning with clients' requirements, development strategy, specifications, and evaluation criteria.• Preparing costing and pricing proposals, ensuring that pricing models are clear and transparent.• Maintain proper records of all proposal submissions, revisions, feedback, and outcomes• Conduct research on potential project key profiles, clients, competitors, and industry trends.• Analyzing the project requirements and client needs and working closely with internal departments, to gather the necessary inputs for the bid.• Collaborating with clients and other internal teams to develop a clear and winning service delivery strategy that aligns with the customer's objectives.• Preparing proposal follow-up questions and request clarifications from stakeholders ensuring comprehensive understanding of the scope of work, timelines, and other critical details.• Identifying potential risks in the bid and ensuring that risks are addressed to responsible internal teams.• Lead and oversee teams in Arabic, Turkish, Greek, Russian, and Polish regions, ensuring smooth operations.• Regularly evaluate, track and assess operational performance and refine existing workflows to boost productivity and enhance quality outcomes.• Monitor teams' performance and analyze key performance indicators (KPIs) to drive improvements.• Prepare adherence and performance reports, identify trends, and provide senior management with regular updates on operational performance.• Provide comprehensive D&A training, guidance, and mentorship to team members• Coordinate and participate in performance discussions with clients, engage in monthly performance reviews, operational meetings, and collaborate with Customer Success Managers from respective regions.• Present process updates and implementations through formal presentations.• Manage a range of HR-related responsibilities: recruitment, contract preparation, objective letters, etc. Show less • Assessing processes and practices: helping to point out the strengths of the established processes and identify gaps• Providing recommendations for improving the services, providing a set of ITIL best practices for Incident, Service Request and Service level management• Developing new ticket categorization and service request catalog for End-users• Developing new SLAs, KPIs and Priority matrix• Implementing ITIL Guiding principles in client’s daily workflow: Focus on Value, Start where you are, Progress iteratively with feedback, Think and work holistically, Keep it simple and practical etc• Providing advice on effective Knowledge management, Performance and Escalation management• Implementing new tools and technologies for better workflow and utilization;• Preparing reports and presentations showing client's performance for clients;• Mentoring and Operations manager with structured and ITIL goal-oriented processes, helping the Operations manager clarify goals, identify obstacles, and develop strategies for his team's success; Sharing knowledge and experience in ITSM, and insights to help the Operations manager navigate his daily workflow and interaction with his team, develop additional skills and strategies for success, overcome obstacles Show less

  • Operations Manager

    Apr 2021 - now

  • ITIL Specialist

    Oct 2023 - Jun 2024

  • Subject Matter Expert

    Feb 2020 - Mar 2021

  • Data Analyst and Technical Queries Consultant at Amaris

    Jan 2019 - Feb 2020