Radoslav Chobanov

Experience

• 

  Mail.bg EAD

  Nov 2005 - Jun 2006

  Sales And Marketing Specialist

  ▪ Management of the advertising of the company; Client support; Report for finished campaigns.New client base research.

• 

  Computer Bild magazine

  Jan 2007 - Dec 2007

  Advertising Consultant and Article Editor

  ▪ Sales and marketing researches, print advertising supervision and realization, writing for themagazine as an editor.

• 

  Sixty K Ltd (60K)

  Jun 2008 - Apr 2010

  Retention Agent

  ▪ Promotion and retention agent, responsible for the loyalty of the customer base – duration ofexperience – 10 months.▪ Technical agent – Second level remote support specialist – 1 year. Troubleshooting networkconnectivity issues

• 

  GRAFFITI BBDO Sofia

  Apr 2010 - Dec 2010

  PR assistant

  ▪ Production of press clippings for social campaigns of the European Commission.▪ Production of reports and participation and organization of happenings.▪ Media coverage reports for different campaigns. Social media monitoring.

• 

  Adecco

  Jan 2011 - Apr 2017

  • As a reporting manager I was responsible for the management of the entirereporting process for the Renault, SIKA and Sunrise clients. I was creating andupdating complex MS Excel dashboards and MS Power Point presentations,while interacting with various data extraction BI and CRM systems - HPSM,SAP eBI, Service Now, Qliksense, QlikView, ESL, CMDB and more. I wasresponsible for the constant betterment of said reports and for the reportingto ADLs and SVLMs of breached SLAs, as well as, to various teams that helpmitigate the breaches.• While I was working for the Renault client, the contract with the carmaker wasre-signed with DXC. Show less ▪ Helping the team on daily basis with all of their support tasks.▪ Providing knowledge and support for old and new agents.▪ Organizing trainings on desk specific topics and on global technical topics.▪ Giving feedback to the agents for their performance.▪ Achieving constructive approach in motivating the people to perform better.▪ Creating various reports in Excel – pivot tables, charts, monitoring performance statistics, usage of“Reporting Automation” tools, related to SQL databases for data extraction.▪ Reviewing Power Point documents, correcting presentations.▪ Managing all kinds and types of documents and files, as I am responsible for the internal TakedaShare Point updates.▪ Managing the Share Point filtering and data review mechanisms (Share Point 2010).▪ Managing conference calls and summarizing the information being given there with meetingminutes into follow up e-mails.▪ Having contact with the Client Management team for Hardware topics and with the Softwaremanagement team for Software issues.▪ Suggesting solutions and analyzing different situations with all Takeda Service Responsiblecoordinators.▪ Training the agents whenever the GSD Trainer is not present. Answering all questions duringtrainings and creating discussion in order to revise what has been learned.▪ Attended “Effective Coaching” Training Sessions. Show less ▪ Support of all Microsoft Office applications – Word, Excel, Power point, Outlook 2003/2007 and2010. Active directory and domain servers experience – daily server usage.▪ Working as an RSSG for the Takeda client from 12.2010 to 05.2012 and for Ericsson from 06.2012to 05.2013.▪ Support for Windows Vista / 7 operating systems.▪ Support for network and local printers and all kinds of issues related to them. All kinds ofnetworking related issues support on software and hardware level.▪ Microsoft Share Point experience and capability to find and analyse information from it in a fast andeffective manner.▪ More than 3 years’ experience in Service Desk environment with constantly Technical orientation.▪ Backup Trainer Support Role – Was responsible for training the Level 1 agents for Printers, HPCAsoftware and Windows troubleshooting.▪ Attended the “Mentoring” training sessions and “Train the Trainer” sessions. Show less

  • Reporting Manager

    Nov 2014 - Apr 2017

  • Team Coach

    Jun 2013 - Oct 2014

  • 2nd Level Remote Support Specialist for the HP clients Ericsson and Takeda

    Jan 2011 - May 2013
• 

  DXC Technology

  May 2017 - Jul 2021

  Service Level Manager

  • As a Service Level Manager, I am responsible for the coordination of many teams and stakeholders for the adjusting, reporting and the propostion for renegotiation of Service Level Agreements and Key Performance Indicators whenever breached or in need of change in order to avoid costly penalties and to ensure that all of the said indicators and thresholds are met according to the contract requirements. I am presenting the then adjusted service levels through reports, presentations, web based dashboards and conference calls to the clients in question and internally - to various DXC technology teams.• Because of my efforts and the efforts of the teams that I am working with,many of the clients that I am responsible for have re-signed their contracts foranother 5 years ensuring their relationship continuation with DXC. I have also mitigated penalties for thousands of euros, while monitoring and adjusting hundreds of SLAs. Show less

• 

  TTEC

  Jul 2021 - now

  Techical Project Coordinator, Problem, Process & Change Manager