Elitsa Dimitrova Email and Phone Number

Single point of contact Responsible for company Channel Partners in MEMA region.Team Lead role - sub-team of 11 people(RSPMs for CEE and MEMA region); people management, training, escalation point of contact, SMERemote Service Partner Manager role:• Partner assessment and onboarding,• Train and develop new partners – self-sufficiency/engagement model, including hosting of regular operational trainings.• Assess, apply, distribute and maintain operational processes… Show more Single point of contact Responsible for company Channel Partners in MEMA region.Team Lead role - sub-team of 11 people(RSPMs for CEE and MEMA region); people management, training, escalation point of contact, SMERemote Service Partner Manager role:• Partner assessment and onboarding,• Train and develop new partners – self-sufficiency/engagement model, including hosting of regular operational trainings.• Assess, apply, distribute and maintain operational processes, scope and logistics.• Single point of contact for partner enquiries, E2E ownership of enquiries and escalation matters.• Ensure a close working relationship with assigned accounts. • Manage and ensure channel partners meet financial targets and comply with warranty/support claims.• Ensure all assigned accounts meet operational targets within Accreditation metrics• Ensure assigned partners deliver services with high quality and meet customer satisfaction criteria's.• Support and motivate channel partners to achieve set expectations.• Drive operational improvements and continuous improvement plans for assigned accounts. Show less

Providing technical support to the end-users in French and English; Training of new agents; Dealing with escalations from/for the teams(Finnish Helpdesk, Chinese Helpdesk and GSD Sofia); Responsible for all tickets opened by Konecranes GSD-s and dispatched to on-site support teams; Responsible for all tickets missed/breached TTO SLA

Responsible for a team with agents providing support to different Belgium customers in French or Holland language. We provided information to the customers about current promotion by signing contract with our company for gas and electricity, we responded to their questions about the increase/decrease of the monthly invoice. Training of new agents or training of the agents on changes made in the existing procedures. Distribution of different tasks to agents depending on their seniority and… Show more Responsible for a team with agents providing support to different Belgium customers in French or Holland language. We provided information to the customers about current promotion by signing contract with our company for gas and electricity, we responded to their questions about the increase/decrease of the monthly invoice. Training of new agents or training of the agents on changes made in the existing procedures. Distribution of different tasks to agents depending on their seniority and experience. Supervising the tasks to be completed in time and customers to be satisfied. Responsible for the agent’s time sheets and other administrative tasks. Show less