Enida (Terpo) Baycheva

Experience

• 

  Elve 2001

  Dec 2006 - Jul 2007

  Logistics Specialist, International Transportation
• 

  Sofita Translation Agency

  Jan 2008 - Apr 2009

  Translator/Office Coordinator
• 

  TELUS

  Apr 2009 - Apr 2011

  • Subject Matter Expert

    Jan 2010 - Apr 2011

  • Sales Associate

    Apr 2009 - Jan 2010
• 

  TELUS

  Jul 2011 - Apr 2014

  Assistant Supervisor

  • Leading a team of 40 agents• Coaching, training and developing team members• Facilitating top-down and bottom-up communication between higher management• Making the monthly work schedules• Creating action plans for high volume situations to meet monthly SLA and KPIs• Preparing performance metrics reports • Performing evaluations to staff• Performing monthly reviews for team members• Constant communication with the client

• 

  Ingram Micro

  Apr 2014 - Sept 2022

  * Directed business process improvements for Cisco Renewal Competency Center (RCC team).* Established sustainable collaboration frameworks with vendors and internal teams.* Implemented reporting metrics and dashboards to track performance and optimize decision-making.* Championed initiatives to transition and integrate new processes across multiple countries.

  • Supervisor

    Nov 2017 - Sept 2022

  • Team Lead

    Apr 2014 - Nov 2017
• 

  Ingram Micro Bulgaria

  Sept 2022 - now

  Project Manager

  * Spearheaded business process transformation projects, including financial tool automation and implementation.* Managed full project and transitions’ lifecycle from initiation to closure, ensuring on-time and within-budget delivery.* Conducted risk assessments and developed mitigation plans to address stakeholder concerns.* Designed future-state process maps and implemented operational improvements, enhancing efficiency.* Led change management efforts, effectively communicating with resistant stakeholders and fostering buy-in. Show less