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Nevena Kicheva

Nevena Kicheva

Followers of Nevena Kicheva453 followers
location of Nevena KichevaBulgaria

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  • Timeline

  • About me

    Lead - Customer experience at Sutherland

  • Education

    • University of National and World Economy

      2008 - 2010
      Master's degree Marketing

    • Sofia University St. Kliment Ohridski

      2003 - 2007
      Bachelor's degree Bulgarian Philology

      2 Semesters Student Exchange in Friedrich-Alexander-University Erlangen-Nürnberg, Germany2 Years Member of the Student Council Sofia University1 Year Erasmus Students Coordinator6 Months Practice at 9th French Language School Sofia & 35th Secondary school Sofia

  • Experience

    • Hewlett-Packard

      Feb 2009 - Nov 2013

      Service Quality management & trackingService Level Performance monitoring & reportsCustomer Satisfaction measurement & analysisBusiness reviews & improvement suggestionsTraining management & budget coordinationMentorship & Coaching Bilingual Technical Support for Ericsson Customers via E-mail and PhoneSoft skills and Technical Training for Newcomers (Induction Week Trainings)

      • Analyst - Quality Assurance and Control

        Aug 2010 - Nov 2013

      • Customer Service Specialist

        Feb 2009 - Jul 2010

    • Unify

      Nov 2013 - Nov 2015
      Manager - Quality Assurance and Control

      Service Level Performance monitoring & reportsCustomer Satisfaction measurement & analysisCustomer Compliments and Complaints coordination & analysisProject Management of new productsBusiness reviews & improvement suggestionsService Quality management & trackingTraining management & Budget coordinationMentorship & Coaching

    • Sutherland

      Nov 2015 - now

      Service level performance monitoring & reportsCustomer satisfaction measurement & analysisBusiness reviews & improvement suggestionsService quality management & trackingMentorship & coaching

      • Lead - Customer experience

        Jan 2018 - now

      • Senior - Quality Assurance and Control

        Nov 2015 - Dec 2017

  • Licenses & Certifications

    • ITIL

      AXELOS Ltd

    • TestDaF

      TestDaF Institute

  • Volunteer Experience

    • Children education

      Issued by Erlangen, Germany on Jun 2006
      Erlangen, GermanyAssociated with Nevena Kicheva

    • Trainer

      Issued by Bulgarian Red Cross on Apr 2014
      Bulgarian Red CrossAssociated with Nevena Kicheva