Dragan Grigorov Email & Phone Number

Sofia, Sofia City, Bulgaria

Sofia, Sofia City Province, Bulgaria

• Evolving the support workflow for a family of products.• Collaborating with other functions and departments on solving problems for our customer base.• Defining objectives that will positively impact the business on the support front, creating project plans for achieving the objectives and driving them.• Partnering with technical teams on defining and driving the implementation of improvements in the customer and agent-facing support systems.• Reviewing written communication, identifying areas of improvement, and providing feedback to other support engineers.• Owning and managing challenging customer cases by collaborating with colleagues to find an appropriate solution for the customer.• Monitoring trends in the support key performance indicators and suggesting appropriate course of action.

Bulgaria

Establish Premier support team in the company and build business processes to ensure customer expectation are met. Recruit and retain top talents and have everything the engineer needs to be efficient in terms of resources, knowledge and trainings. Create mentoring program to allow junior and senior engineers to collaborate more efficiently and grow within the role. Drive continues service improvement and recommend new approaches to meet and exceed customer expectations. Act as a project manager for key business initiatives within Premier business. Create trusted and safe environment where engineers can develop and reach their full potential. Evaluate performance of the engineers and provide regular feedback.

Sofia, Bulgaria

Manage premier software support team of Technical Account Managers and Advance Support Engineers. In this role I have been accountable for the pro-active services and support of our premier accounts in Iberia. Work closely with Sales and Presales to gain new business and increase our footprint. Implement delivery excellence and best practices to guarantee both quality and optimal level of operational efficiency.Drive client escalations and ensure high customer satisfaction.Prepare management business reviews and quarterly review meetings with customers.

Sofia

Maintain an efficient and highly functional Incident and Problem Management team, ensuring that it is meeting internal and external KPIs.Improve customer experience by designing and implementing improvement initiatives.Guide analytical processes to increase efficiency and drive cost down. Guide the team with a strong vision, team structure, and career path. Attract and hire talents to expand the team in a healthy way. Drive strategic projects to optimize workflow and improve team efficiency.

Sofia

The primary responsibility is to lead and manage a Problem Management team. The Problem management team has been setup to provide ITIL Process Practice guidance to the organizations involved in the entire life-cycle of services: from pursuit, to transition and transformation, up to the delivery of services. The Team Manager Role is accountable for the implementation and execution of the global, EMEA and team standards of a Problem management within his team. He manages team of dedicated and virtual process managers and supporting staff for the respective Service Management Problem management. He drives cost optimization for each process and is accountable for reporting Problem management regional metrics and for the overall Problem management effectiveness within the team.

Sofia

• Helps manage the day-to-day planning, operation and problem solving so that the team meets the required performance and level of service • Participates in the goal setting process for their team • Sets regular one-to-one sessions with the employees from their team in an attempt to have full visibility on employee challenges and performance• Acts upon all requests coming from the employees to assist with their operational duties• Ensures that all employees within their team follow the established SM processes, policies and procedures on their day-to-day job• Interacts with the Management team on all quality and process related requests affecting their team • Identifies best practices within their team and shares them with the Management team• Ensures all newcomers are in possession of the necessary equipment, software and access rights to start fulfilling their duties• Ensures all newcomers have completed the necessary trainings as defined by the Team Training Guidelines and/ or best practices• Identifies specific training needs and requirements for their team including further development for top performing employees or additional trainings for low performing employees • Ensures all newcomers are integrated in the rest of the team as quickly and smoothly as possible• Acts as first escalation point for all employees in their team and involves respective direct line managers if not able to deal with the situation alone• Handles all escalations aimed at the employees from their team and involves respective direct line managers if not able to deal with the situation alone• Participates in the Focal Point Review process for their team by providing detailed comments on the performance of the employees to the respective direct line manager

The Account Process Manager for Problem Management has end-to-end accountability for the Problem Management process, standards and strategic direction of the process within the account.• Is responsible to ensure all the various process components are executed through the many different organizations that are involved in Problem Management (managing problem records end-to-end)• Validate reports of Problem Management metrics to support the Check in the Plan Do Check Act improvement cycle• Performs Proactive Problem Analysis based on incident trend analysis• Reviews the effectiveness and efficiency of the Problem Management process within the account • Is responsible for updates of account specific process documentation including training of the many different organizations that are involved in Problem Management within the account • Customer Interaction: Works with customer problem process owner on all matters related to problem management

Bachelor'S Degree, Telecommunications

Professional Bachelor, Radio Communications And Information Systems

High School, Communication Technics, Technician

Primary, Basic Skills And Developmental