Gospodin Sabev Email & Phone Number

Sofia, Sofia City, Bulgaria

Sofia, Sofia City, Bulgaria

Perform the basic management responsibilities, so that the CS function can be carried out normally, without interruptions;Inform, advise and monitor team members, who provide customer service, in the processing of their labor duties and specific assigned tasks;Ensure the team is always up-to-date with any changes that might have happened before or during the specific shift;Handle escalations as necessary or provide advice related to them;Prepare shift patterns and monthly schedules. Prepare ad-hoc scheduling plans if necessary (in the event of a backlog or under other unforeseen circumstances);Monitor staffing levels and coverage (Extra shifts, Sick leaves etc.);Monitor all the queues their team is responsible for (Incoming traffic of chats/emails, response times, etc.);Provide updates on/suggestions for improvements in the current operational setup within CS and how it could improve, incl. tools, practices, handling, speed, etc.;Monitor adherence to predefined KPIs and provide feedback on their adequacy over time;Prepare regular reports on current tasks and CS state.

Sofia, Sofia City, Bulgaria

Impact the bottom line: Drive the performance of a team of Consultants, meeting and exceeding all KPI targetsPerform root cause analysis, spot trended behavior and produce relevant action plans to improve team performance.Produce bi-weekly reports to summarize performance results and present them to Google Project Leads Strengthen relationships: Manage attrition, shrinkage, and other critical metrics of the teamInfluence the lives of others: Coach and mentor Consultants, providing feedback and performance managementKeep management updated: Inform leadership on the latest trends of end-user customers and provide feedback to Ops ManagersDefine company’s reputation: Drive organizational initiatives within the team

Sofia, Sofia City, Bulgaria

Process Analyst responsibilities:- Help implement a complex case tagging structure to feed a machine learning system with data.- Evaluate other Google vendors’ cases on a weekly basis.- Provide expert opinion and knowledge on the taxonomy documentation to agents and support staff.- Deliver training to all staff.- Produce weekly reports on site accuracy and deliver them to Google Product Leads- Weekly meetings with Google Product Leads to discuss taxonomy implementation and documentation.- Developed interactive sheet for proactive case scrubbing using scripts to automatically deliver email feedback to agents about their taxonomy accuracy and incorrectly tagged cases.- Developed automatic Taxonomy newsletter to send daily updates to agents Deep Insights Project Lead responsibilities:- Lead a pilot project whose main purpose is to perform deeper drilling into samples of cases to output accurate root causes and improvement recommendations.- Produce reports based on each Deep Dive request to provide a summary of root causes and recommendations on how to improve Google products. - Predict and organize productive hours delivery and engage the right people to handle the case scrubbing for each request.- Take part in daily meetings with Google project leads to discuss strategies for project improvement.

Sofia, Sofia City, Bulgaria

- Handle all escalated cases within the project- Provide and facilitate the delivery of responsive and reliable technical solutions to customers as per the defined process and guidelines.- Organize and conduct training and coaching sessions for other employees- Participate in weekly meetings with managers to provide feedback and new ideas to improve the work process- Meet predetermined targets and represent the company in a professional manner- Meet and exceed requirements for deliverable output- Provide support to add/remove/modify user permissions on emails, calendars, shared documents etc.- Guide through setup of websites/creation of new websites using templates- Teach users basics of setting up a cloud based email, calendar, shared file storage, office tools and sites- Guide customers through the process of online activation of subscription and domain ownership verification- Assist customers with billing queries- Assist in configuring devices to email – mobile devices, tablets, PCs (Android OS, Blackberry, iPhone, Windows Mobile etc)- Provide information and guidance on Cloud storage and data maintenance- Provide support to migrate email to a new platform

Sofia, Sofia City, Bulgaria

- Handle a broad range of customer cases- Troubleshoot technical and account issues- Escalate cases as needed- Meet predetermined targets and represent the company in a professional manner- Meet and exceed requirements for deliverable output- Provide support to add/remove/modify user permissions on emails, calendars, shared documents etc.- Guide through setup of websites/creation of new websites using templates- Teach users basics of setting up a cloud based email, calendar, shared file storage, office tools and sites- Guide customers through the process of online activation of subscription and domain ownership verification- Assist customers with billing queries- Assist in configuring devices to email – mobile devices, tablets, PCs (Android OS, Blackberry, iPhone, Windows Mobile etc)- Provide information and guidance on Cloud storage and data maintenance- Provide support to migrate email into a new platform

Sofia, Sofia City, Bulgaria

Role:-Building advertising strategies-Design of interactive media products-Dealing with client inquiries-Customer Support-Maintaining company websites-Organizing events

Sofia, Sofia City, Bulgaria

Role:-Manage clients-Finding leads to potential customers-Dealing with client enquiries-Delivering products