Bogdan Rusev Email & Phone Number

Sofia, Bulgaria

Lead a team of Delivery Managers / Individual Contributors, delivering world class outcomes for Customers.

Lead, develop and motivate a high-performance team of support professionals to deliver excellent customer service in an accurate and timely manner.Manage all aspects of the service delivery operations, customer interactions and work with peers to drive strong people management and implement quality and productivity initiatives at account level.Drive Operational initiatives/projects to improve Productivity, Customer Satisfaction, staffing and sourcing for the account including design, implementation, monitoring of the staffing and financial model.Develop deep rooted relationships with the client.Applies a balance management approach with equal emphasis on business and people management results.Regularly communicates customer satisfaction survey results and other business critical metrics around performance and makes needed adjustments.Determines team readiness requirements, lab sessions and training plans.Fosters collaboration and knowledge sharing between all team members.Analyses trends/data and drives development of plans to take advantage of potential opportunities.Responsible for the consistent execution of stated company policies as it relates to all personnel.Prepare and lead Monthly Business Reviews and Quarterly Business Reviews with the client.

Sofia

Managing Backup Exec technical support team.Applies a balanced management approach with equal emphasis on business, performance and people management results.Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.Resolves/processes all escalated issues and ensure customer satisfaction.Monitors and manages the team’s performance metrics and the contact transactions of team members.Conducts meetings with team members to discuss performance, improvement plans and share best practices.Coordinate and conduct interviews with new hires. Stack ranks all team members, based on the performance metrics.Takes corrective actions and preventive actions.Acts as interface between the team members and the management and all Support functions so that the team operates smoothly at the highest efficiency and within the prescribed norms.Facilitates team buildings and morale boosting exercises.Analyzes trends/data and drives development of plans to take advantage of potential opportunities to improve efficiency of the team and deliver higher customer satisfaction.Ensures 100% schedule adherence from the team members.

Sofia

Managing technical support team that provides application support for a defined group of customers.Determine training needs and prepare training plans.Ensure personal development of team members and encourage high performance team culture.Taking care of team workload distribution.Maintain strategy for steady growth of the team.Identify team needs and problems.Ensure high level of customer satisfaction.Proactively create and drive initiatives for service delivery improvement.Resolve/monitor customer escalations as appropriate.

Sofia

Managing a delivery team that provides technology specific services for a defined group of customers.Responsible for team strategy planning.Determine training needs and prepare training plans.Ensure personal development of team members and encourage high performance team culture.Taking care of team workload distribution.Maintain strategy for steady growth of the team.Identify team needs and problems.Ensure high level of customer satisfaction.Proactively create and drive initiatives for service delivery improvement.Ensure operational & financial efficiency targets are being met.Resolve/monitor customer escalations as appropriate. Assessing customer business needs and matching them to available solutions.

Sofia

Sofia

Sofia

Sofia

Sofia

Sofia

Master'S Degree, Informatics

Civil Engineering