Ivan Filev Email & Phone Number

Sofia, Bulgaria

- Develops and nurtures relationships with the customer via regular, remote, contact. - Owns customer operational relationship - develops & nurtures to drive excellent customer satisfaction, retention and growth. - Cooperation with key customer contacts for reactive and proactive issues including problem and penalty avoidance. - Understands customer at local, country, regional level to analyse delivery requirements & contribute to high levels of customer satisfaction. - Manages… Show more - Develops and nurtures relationships with the customer via regular, remote, contact. - Owns customer operational relationship - develops & nurtures to drive excellent customer satisfaction, retention and growth. - Cooperation with key customer contacts for reactive and proactive issues including problem and penalty avoidance. - Understands customer at local, country, regional level to analyse delivery requirements & contribute to high levels of customer satisfaction. - Manages customer expectations by developing performance metrics & reporting, and escalation management. - Owns cost target commitments for all service delivery elements. - Ability to effectively and proactively manage risk in accounts. - Works with Account Support Team & all delivery organizations to deliver against SLA requirements. - Develops & manages account service delivery plan. Show less

Sofia, Bulgaria

- Serves as the single point of contact to the account/ABMgr for any issues or escalations that may arise relating to any of the SRM functions.- Ensures all SRM services are performed for the account per the agreed SLA's (contract between DXC and Client).- Identifies and leverages appropriately skilled resources for the completion of service request proposals.- Assures and approves the output of the Response Managers.- Provides input into forecasting and management resource… Show more - Serves as the single point of contact to the account/ABMgr for any issues or escalations that may arise relating to any of the SRM functions.- Ensures all SRM services are performed for the account per the agreed SLA's (contract between DXC and Client).- Identifies and leverages appropriately skilled resources for the completion of service request proposals.- Assures and approves the output of the Response Managers.- Provides input into forecasting and management resource requirements to ensure the effective handling of service requests within SLA targets.- Analyzes non-standard service requests to determine if repetitious request types should be orderable as standard.- Supports prioritization of service requests in line with business objectives and contractual commitments.- Builds effective relationship with ABMgrs and clients.- Establishes Quality Assurance and ensures that processes are maintained.- Identifies areas of improvement and manages improvement initiatives.- Manages process documentation to standard. Show less

Sofia, Bulgaria

- Serves as the single point of contact to the account/ABMgr for any issues or escalations that may arise relating to any of the SRM functions. - Ensures all SRM services are performed for the account per the agreed SLA's (contract between HPE and Client). - Identifies and leverages appropriately skilled resources for the completion of service request proposals. - Assures and approves the output of the Response Managers. - Provides input into forecasting and management resource… Show more - Serves as the single point of contact to the account/ABMgr for any issues or escalations that may arise relating to any of the SRM functions. - Ensures all SRM services are performed for the account per the agreed SLA's (contract between HPE and Client). - Identifies and leverages appropriately skilled resources for the completion of service request proposals. - Assures and approves the output of the Response Managers. - Provides input into forecasting and management resource requirements to ensure the effective handling of service requests within SLA targets. - Analyzes non-standard service requests to determine if repetitious request types should be orderable as standard. - Supports prioritization of service requests in line with business objectives and contractual commitments. - Builds effective relationship with ABMgrs and clients. - Establishes Quality Assurance and ensures that processes are maintained. - Identifies areas of improvement and manages improvement initiatives. - Manages process documentation to standard. Show less

Sofia, Bulgaria

- Manages the end-to-end NSSR process from receipt of a service request through proposal, approval and delivery. Operates HPE best practices in terms of standards and process within NSSR. - Determines initial priority for the request. - Ensures the requests have been processes through the proper approval channels self-service web tool or manual process). - Manages and documents details of interaction with HPE external client. - Manages request documentation. - Determines… Show more - Manages the end-to-end NSSR process from receipt of a service request through proposal, approval and delivery. Operates HPE best practices in terms of standards and process within NSSR. - Determines initial priority for the request. - Ensures the requests have been processes through the proper approval channels self-service web tool or manual process). - Manages and documents details of interaction with HPE external client. - Manages request documentation. - Determines appropriate escalation action and initiates escalation. - Provides input and reports regularly for the requests that they have been assigned to in terms of response times, status of open requests, key issues, etc. - Provides input into forecasting and management of resource requirements to ensure the effective handling of service requests within SLA targets. - Works with Account Delivery Management and client manager(s) to scope and qualify new service requests. - Ensures the solution and business case is satisfactory defined and accepted by the customer. - Collects technical input and builds proposal. - Uses good business judgment in prioritization of service requests in line with business objectives and contractual commitments. - Builds effective linkages within the HPE organizations. - Lead regular NSSR review meetings with the client and HPE account team to review the progress and highlight for any issue or escalation during NSSR life cycle. Show less

Sofia, Bulgaria

- Administers the end-to-end NSSR process from receipt of a service request through proposal, approval and delivery. - Conducts basic or general research on information relevant to the request. - Tracks and follows up the progression of Service Requests on behalf of the Response Manager. - Determines appropriate escalation action and initiate escalation. Routes request to the appropriate action process. - Assigns Response Manager based on instructions and passes the request to… Show more - Administers the end-to-end NSSR process from receipt of a service request through proposal, approval and delivery. - Conducts basic or general research on information relevant to the request. - Tracks and follows up the progression of Service Requests on behalf of the Response Manager. - Determines appropriate escalation action and initiate escalation. Routes request to the appropriate action process. - Assigns Response Manager based on instructions and passes the request to the respective owner for validation and proposal development. - Sets the initial proposal due date for Service Requests guided by the Response Manager. - Runs regular and ad hoc reports. Supports the production and delivery/distribution of reports to Client, HP, and supplier stakeholders. - Handles client requests in a confident and customer-focused way. - Documents details of interaction with Requester and finalizing request documentation. - Communicates in a relevant, timely, clear and concise manner to all levels of management. - Hosts meetings for client and account interaction. Show less

Sofia, Bulgaria

- Administers the end-to-end NSSR process from receipt of a service request through proposal, approval and delivery. - Conducts basic or general research on information relevant to the request. - Tracks and follows up the progression of Service Requests on behalf of the Response Manager. - Determines appropriate escalation action and initiate escalation. Routes request to the appropriate action process. - Assigns Response Manager based on instructions and passes the request to… Show more - Administers the end-to-end NSSR process from receipt of a service request through proposal, approval and delivery. - Conducts basic or general research on information relevant to the request. - Tracks and follows up the progression of Service Requests on behalf of the Response Manager. - Determines appropriate escalation action and initiate escalation. Routes request to the appropriate action process. - Assigns Response Manager based on instructions and passes the request to the respective owner for validation and proposal development. - Sets the initial proposal due date for Service Requests guided by the Response Manager. - Runs regular and ad hoc reports. Supports the production and delivery/distribution of reports to Client, HP, and supplier stakeholders. - Handles client requests in a confident and customer-focused way. - Documents details of interaction with Requester and finalizing request documentation. - Communicates in a relevant, timely, clear and concise manner to all levels of management. - Hosts meetings for client and account interaction. Show less

Sofia, Bulgaria

- Responsible for processing all claim lines using IM tool RIM (ClaimIT). - Extract and put together claim sheet to vendors. Send or load claim to vendor according to timelines agreed. - Load of Special Bids (Special price agreements) using web based bid loading tool (Enferno) including error/correction handling when error occurs. - Loading of automatic cost overrides requests into IM ERP system - Load Customer special prices (PXRF) - Archive bid communication for future… Show more - Responsible for processing all claim lines using IM tool RIM (ClaimIT). - Extract and put together claim sheet to vendors. Send or load claim to vendor according to timelines agreed. - Load of Special Bids (Special price agreements) using web based bid loading tool (Enferno) including error/correction handling when error occurs. - Loading of automatic cost overrides requests into IM ERP system - Load Customer special prices (PXRF) - Archive bid communication for future search ability. - Handling of manual cost override requests using IM tool Meetcomp. - Support to local sales team and PM team on questions regarding bid (if bids are not loaded or loaded with wrong information). - Raising, routing and managing exceptions process with local businesses. - Ensure procedures and processes are upheld and identifying any opportunities to improve current policies. - Open disputes for unpaid claims from the vendors (Reconciliation process). Negotiate with the vendors and communicate if irrelevant information has been received in order to avoid financial leakage. - Participation of multiple stretch assignments such as: • Took part in weekly meetings with the Developers team in order to improve our tools. Results: Average time for claiming was reduced significantly which helped for better and more precise work. • Ran for a Senior Vendor Debit Specialist by developing an idea which would improve the process of the assigned vendor. Assigned as a backup of the Team Lead when she was out of office. Resolving error cases and communicated it to the team in order to avoid such in the future. Show less

New Orleans

Bachelor Of Visual Arts, Cinematography And Film/Video Production

High School, French Language And Literature, 5.85 / 6

Activities and Societies: Participation in the project "Perle"​ where the class was divided by several groups. Each one of the groups had.