Valia Chipeva

Experience

• 

  Aplus.net

  Feb 2004 - Nov 2004

  Customer care
• 

  Hewlett-Packard

  May 2006 - Aug 2010

  Business Critical Servers - Hardware support

  Responsible for remote Hardware diagnostic of Business Critical Servers. Training coordinator; travel planner, overtime assignments, shift planning; Technology Lead

• 

  Hewlett-Packard

  Jun 2016 - now

  Ensures that all deliverables are met for the represented service Capability. CCL is the main entry/contact point within or across a Service Capability with a dotted lined to the Account Delivery Executive/ Account Delivery Manager.CCL is key member of the Account Support Team (AST) for the respective Account. Main goal is to drive the service provided to the customers and to achieve a high level of customer satisfaction. Manages end-to-end delivery of a service regardless of location or organization2. Is responsible for the set-up and continuous improvement of the AST for the Account in conjunction with other CCL's, ADM and ADE3.Becomes a SME in the AST model by constantly revisiting the model and its available collateral. Ensures adequate training in the effective use of AST model is provided for existing or new members of the respective Capability4. Ensures that all critical end-to-end resources are aware of the AST model and its role in supporting efficiency of the Account5. Ensures that there is sufficient communication between designated Capability and Delivery Tearns in event of an escalation·6.In the event of an escalation has end-to-end responsibility for issue resolution for aCapability7. Is responsible for updating the relevant Capability about changes to the AST model for each affected Account8. Advises the AST project team of any recommended updates or changes to improve theAST methodologySales Support (Up selling)9. Supports the creation of services sales opportunities in a designated Capability's component by:o Assessing customer business needs and matching them to available solutions. o Participating in customer account reviews (as requested by the ADE/ ADM).o Consulting with customer representatives on a regular basis to monitor trends and identify emerging needs.o Assessing service scope changes in which costs may be passed on to customer. Show less • Contributes to stability and growth of the margin for the service provided - meeting corporate margin targets by ensuring YOY cost reduction as agreed during deal review• Ensures the labor and technology costs for the service are in line with the plan of record to help achieve target margin• Acts as a trusted partner of the delivery teams, account and the customer• Ensures your delivery leads are aware of the customer’s most critical infrastructure and most stringent contractual target so they are in a position to deliver great service, meets SLA and avoid service credits / penalties• Participates in customer account review as requested by the ADE• Single point-of-contact and accountability for a sold Run service to the account and to delivery• The ARL works across delivery teams to be the single service owner responsible for meeting service contractual SLA• Acts as the Customer-facing / AST / Delivery Teams’ SPOC (Single point of contact per Customer)• Ensures accountability in the delivery model• Ensures the escalation path is clear, delivery teams understand the AST and support function changes are recorded in the ESL tool• Provides leadership and direction to the service delivery organization for the represented customer/account Show less

  • Unix Client Capability Lead

    Aug 2010 - now

  • Account Run Lead

    Jun 2016 - Apr 2017
• 

  DXC Technology

  Apr 2017 - now

  Account Run Lead

  Contributes to stability and growth of the margin for the service provided - meeting corporate margin targets by ensuring YOY cost reduction as agreed during deal review• Ensures the labor and technology costs for the service are in line with the plan of record to help achieve target margin• Acts as a trusted partner of the delivery teams, account and the customer• Ensures your delivery leads are aware of the customer’s most critical infrastructure and most stringent contractual target so they are in a position to deliver great service, meets SLA and avoid service credits / penalties• Participates in customer account review as requested by the ADE• Single point-of-contact and accountability for a sold Run service to the account and to delivery• The ARL works across delivery teams to be the single service owner responsible for meeting service contractual SLA• Acts as the Customer-facing / AST / Delivery Teams’ SPOC (Single point of contact per Customer)• Ensures accountability in the delivery model• Ensures the escalation path is clear, delivery teams understand the AST and support function changes are recorded in the ESL tool• Provides leadership and direction to the service delivery organization for the represented customer/accountSee less Show less