• Established and led a self-sustaining technical support team, ensuring robust onboarding, training, and continuous professional development.• Provided mentorship and acted as an escalation point for technical support and account-related issues.• Ensured staff utilized processes effectively through continuous monitoring and development.• Collaborated with Customer Experience and other departmental managers to align technical support operations with company-wide efforts.• Worked… Show more • Established and led a self-sustaining technical support team, ensuring robust onboarding, training, and continuous professional development.• Provided mentorship and acted as an escalation point for technical support and account-related issues.• Ensured staff utilized processes effectively through continuous monitoring and development.• Collaborated with Customer Experience and other departmental managers to align technical support operations with company-wide efforts.• Worked as part of a 24/7 global support organization, ensuring regional team integration and effectiveness.• Delivered detailed reports and performance metrics to staff and management to maintain high service standards.• Managed the escalation process for customer cases, ensuring timely and satisfactory resolutions.• Led and participated in special projects as assigned, contributing to the continuous improvement and growth of the Technical Support department. Show less

• Acted as Project Manager leading operational aspects of ongoing Customer Experience projects by monitoring their progress and facilitating problem-solving• Implemented SAP-integrated bot for order status and product availability.• Optimized product pricing process to reduce manual overrides.• Transitioned invoicing process to e-billing and e-invoicing for efficiency

• Directed and mentored a global team supporting LMS platform, conducted team meetings, evaluations, and provided constructive feedback and training.• Monitored KPIs to ensure SLA compliance and implemented improvements as needed using Tableau and creating reports and dashboards in Salesforce• Transformed global support team across different time zones, clearing 1500 backlog cases in 5 months.• Established SOPs, new processes and documentation, enhancing organizational… Show more • Directed and mentored a global team supporting LMS platform, conducted team meetings, evaluations, and provided constructive feedback and training.• Monitored KPIs to ensure SLA compliance and implemented improvements as needed using Tableau and creating reports and dashboards in Salesforce• Transformed global support team across different time zones, clearing 1500 backlog cases in 5 months.• Established SOPs, new processes and documentation, enhancing organizational efficiency.• Led project optimizing ordering process on the e-learning platform as part of Green Belt Six Sigma certification, streamlining order submission and processing for customer service Show less

• Led and supervised technical support team, monitored team performance metrics ensuring exceptional service delivery.• Managed escalated customer complaints and complex issues effectively by developing strong client relationships.• Provided technical coaching to enhance team proficiency.• Successfully migrated CRM System from Global Remedy to ServiceNow.• Transitioned knowledge article library to ServiceNow platform, improving accessibility.• Implemented migration from… Show more • Led and supervised technical support team, monitored team performance metrics ensuring exceptional service delivery.• Managed escalated customer complaints and complex issues effectively by developing strong client relationships.• Provided technical coaching to enhance team proficiency.• Successfully migrated CRM System from Global Remedy to ServiceNow.• Transitioned knowledge article library to ServiceNow platform, improving accessibility.• Implemented migration from Siebel to Salesforce for enhanced efficiency.• Created comprehensive training documentation and roadmap for new team members.• Significantly improved CSAT resulting in a fourfold reduction in unsatisfied customers. Show less

• Led technical support team, offering guidance, support, and coaching.• Assisted in new team member training and onboarding processes.• Developed and maintained technical documentation, knowledge articles, and FAQs.• Conducted quality assurance evaluations of customer interactions for adherence to standards.• Effectively formed a strong and unified multicultural team, promoting collaboration and enhancing productivity.• Represented the organization during a knowledge… Show more • Led technical support team, offering guidance, support, and coaching.• Assisted in new team member training and onboarding processes.• Developed and maintained technical documentation, knowledge articles, and FAQs.• Conducted quality assurance evaluations of customer interactions for adherence to standards.• Effectively formed a strong and unified multicultural team, promoting collaboration and enhancing productivity.• Represented the organization during a knowledge exchange program in China. Show less

• Offered technical support to clients, addressing hardware and software issues effectively.• Demonstrated extensive knowledge of products and services during support interactions.• Accurately documented customer interactions and resolutions in the CRM system.• Consistently recognized as a top performer for exemplary technical support and customer service delivery.

• Delivered customer and technical support across multiple communication channels via phone, email, and chat.• Maintained accurate and detailed records of customer interactions.• Consistently recognized as a top performer in delivering exceptional customer and technical support.

• Managed the end-to-end accounts receivable process, including invoicing, collections, and cash application using ERP systems (SAP)• Reconciled accounts receivable balances, identifying and resolving discrepancies• Collaborated with clients and internal teams to resolve billing discrepancies and payment issues• Responsible for knowledge transfer of internal procedures related to collections from Poland to Bulgaria

• Managed the daily operations of the gym.• Led and supervised a team of fitness trainers, front desk staff, and maintenance personnel

• Conducted individual and group fitness training sessions, providing instruction and guidance.• Provided nutrition guidance and lifestyle recommendations to support clients' well-being

• Collaborated with senior archaeologists to interpret historical and cultural context based on recovered artifacts and features• Engaged in public outreach activities, assisting with community events and educational programs to promote archaeology and cultural heritage.