Dimitar Dimitrov

Experience

• 

  Sixty K Ltd (60K)

  Feb 2018 - Dec 2018

  Customer Service Representative
• 

  Atos

  Dec 2018 - Nov 2023

  Monitoring and managing a small team of 7 customer facing support specialists, dealing with incidents and service requests. Main responsibilities include keeping agreed business SLA's, preforming quality audits and giving performance feedback to the team members. Additional responsibilities are proposing improvement objectives, approving weekly time sheets and vacation days as well as creating monthly shift schedule.

  • Information Technology Help Desk Supervisor

    Sept 2021 - Nov 2023

  • Senior IT Service Desk Agent

    Jan 2021 - Sept 2021

  • IT Service Desk Agent

    Dec 2018 - Mar 2021
• 

  Mitel

  Sept 2023 - now

  Application Support Team Lead

  As a Team Manager at Mitel, I lead a high-performing support team responsible for assisting Mitel’s partner network and internal users with critical business applications. My expertise lies in optimizing support operations, enhancing customer satisfaction, and streamlining knowledge management to drive efficiency.Key Responsibilities:✔ Set and evaluate yearly objectives for team development, fostering growth and performance✔ Track & analyze KPIs (First Level Resolution Rate, CSAT, Backlog) to enhance service quality✔ Lead recruitment, workforce planning, and staff development initiatives✔ Serve as an escalation point for critical business outages✔ Organize & lead knowledge transition and training sessions to upskill the team✔ Maintain & optimize the knowledge base for improved resolution times✔ Act as a subject matter expert for complex customer issuesKey Achievements:🎯 Boosted Customer Satisfaction – Increased CSAT from 4.5 to 4.8/5 by improving the knowledge base and organizing internal training, reducing case resolution time from 2.5 days to 1.5 days🎯 Enhanced Operational Efficiency – Implemented daily operational huddles and streamlined communication, ensuring the team stays updated on system transitions🎯 Led Major Application Transitions – Successfully guided partners & internal users through complex system migrations with detailed, on-demand supportApplications & Tools Supported:🛠 ServiceNow | SAP | Configure Price Quote | CRM | Contract Management | Licensing | O365 & Workplace ITI thrive in fast-paced environments, where problem-solving, collaboration, and continuous improvement drive success. Always open to connecting and exchanging insights on IT support, process optimization, and leadership best practices. Show less