Ina Serafimova

Experience

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  Sofica Group, a TeleTech Company

  Jun 2010 - Oct 2010

  Call-center agent

  - Working for Sofica Group outsourcing team of Mtel Bulgaria- Daily communications with customers on the phone- Presenting Mtel promotions and products- Answering and redirecting phone calls

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  Hewlett Packard Enterprise

  Jul 2012 - May 2022

  Program and Process Manager applies subject matter knowledge to solve common and complex issues within established guidelines and recommends appropriate improvement actions. Works on program and process related problems/projects of diverse complexity and scope. Exercises independent judgment to identify and recommend a solution. Facilitates information validation and team decision making regarding program and processes design, re-engineering and improvement. Program and Process Manager leads/takes part in key operational and strategic initiatives within Total Customer Experience and Quality Organization via program/process/project and consultancy work. Program and Process Manager may act as a project leader taking end to end responsibility for coordination of internal, strategic, WW projects of high complexity across the Company. Program and Process Manager leads Project team & stakeholders’ relationships to assure achievement of strategic business priorities, project goals & objectives. Show less - Provides coaching to Green Belt candidates - Applies Lean Six Sigma subject matter knowledge to solve complex business issues - Act as a project manager on LSS initiatives/projects providing overall project leadership - Identify, flag and drive continuous Improvement Initiatives to address LSS Program opportunities - Contribute to HPE Quality Strategic Initiatives as LSS subject matter expert - Organize and deliver LSS Program Awareness sessions for HPE employees based on demand - Prepares Monthly reports on performance against Lean Six Management metrics and liaises with Process Improvement consultants to develop and issue Project status reports - Production of ad hoc reports and analysis such as; Training demand status, project pipeline and candidate/certification status reports, etc. - Arranges pre-screening of candidates who wish to enroll for the LSS Green belt or Black belt training. - Arranges certification meetings, inviting participants, follow up with candidates. - Manages all aspects of LSS Training; confirms trainers, books rooms, manages logistics, tracks registrations and follows up with candidates and manages training related communication. - Assigns mentors for candidates undergoing LSS training. - Manages the overall LSS program communication with key stakeholders. - Maintains the LSS Website and share-point sites for the LSS program, makes sure information is relevant and up-to-date Show less

  • Program and Process Manager

    Nov 2017 - May 2022

  • Lean Six Sigma Project Management Office Leader

    May 2015 - Nov 2017

  • ONELead Process Specialist

    Dec 2014 - May 2015

  • Administrative Assistant

    Feb 2013 - Dec 2014

  • Intern

    Jul 2012 - Feb 2013
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  Experian Consumer Services

  May 2022 - now

  Continuous Improvement and Training Manager

  • End to End management of LSS (EmPower) Program for Finance Bulgaria.• Continuous Improvement Projects Management. Deliver results according to agreement with Sponsor (Accountable & Responsible).• Facilitate and push all Projects within a CI Program. Ensure each Project has a Lead, structure and a plan and is moving according to it. Provide support to Project Leads as needed. Identify and mitigate potential risks (Accountable).• Coordinate and communicate across all Projects within a CI Program. Own and drive overall governance structure. Ensure all Project Leads are aligned, linkages between projects are clear, success is leveraged, and communication towards all key stakeholders is unified.• Provide additional value-added insights and consultancy to Leadership and stakeholders proactively.• Identify and share new opportunities to Leadership and stakeholders proactively. Get buy in and trigger projects. Show less