Ivan Radnev Email & Phone Number

Responsibilities in addition to Customer Success Manager:Automation - Developed new automated onboarding processes via Gainsight Journey OrchestratorSupported and established a new Customer Success Account Framework aimed at segmenting target accounts and engaging them best on the required effort and ROIManage Key Company Accounts through their internal lifecycle with ProgressDevelop and rollout internal programs aimed to improve customer CSAT & NPSSupport global business initiatives aimed at deepening customer relationshipsAct as Product Owner for GUIDEcx - aimed at automating, maturing and improving onboarding and Customer SuccessMeet with key customers live to discuss initiatives, present results and drive engagement

Responsibilities in addition to Associate:Created and own Digital First automated onboarding experienceChampioned new tool and process integration - GainSightManage key global accounts end-to-endHandover Success Qualified Leads to Sales TeamsIdentify Success stories and advocate for customers

Facilitate and lead Onboarding programs for new customersAct as liaison between key customers and ProgressManage customer escalations and expectationsCollaborate with multiple internal teamsProvide reports requested by customersLead business reviews with customers and internal teamsCollaborate with Sales team on expansion opportunities

Bulgaria

- Work with Account Manager to proactively identify/recommend actions for net-new revenue opportunities and to drive growth within the client- Identify risk that would lead to revenue erosion and take actions to retain at risk revenue- Support pre-sales activities- Close opportunities for growth and additional revenue and work together with Operational Teams until implementation- Maintain a healthy relationship with the client; conduct regular business reviews (weekly, monthly, quarterly) - Monitor operational performance and intervene if needed to ensure highest quality possible - Drive increased client value driver performance through data analytics, process design and continuous improvement;- Report on revenue and results impact and develop action plans as required.-

Sofia, Sofia City, Bulgaria

- Manage a team of 11 agents- Tracking & monitoring of KPI/SLA- Acts as point of contact for stakeholder escalations and initiatives- Action planning and improvements in delivery- Hiring, on-boarding, coaching and mentoring team- Performing data and application maintenance updates- Leading LOB Stakeholder alignment- Driving global LOB expansion- Process, project & problem management- MBR/QBR PPT Creation & presentation

Sofia City Province

- Perform E2E high-touch operations support for strategic customers - HSBC. * Create customer-facing performance reports on a global scale. * Perform live tracking and support for customer orders. * Create ad-hoc reports, as per request. * Own and resolve live escalations. * Create RCAs for any customer impacting issue. * Manage relationship with customer, find and present challenges and opportunities. * Act as customer emissary and knowledge holder within Service Logistics. * Analyse customer ordering behaviour and work with internal planning teams to minimise impact. - Work with 3PL and 3PM daily on live escalated matters. - Work with internal and external management teams to improve support processes. - Analyze and action out-of-policy exception requests. - Work and have a clear understanding of all internal Cisco teams and processes within Service Logistics.- Ensure Cisco-Customer relationship is not impacted during critical escalations.-Awarded Rookie of the Year for 2019

- Analyze and score e-mail and phone communication for multiple lines of business. - Assess areas of improvement and provide feedback to agents' SME and Supervisor.

Sofia, Sofia City Province, Bulgaria

- Monitor and analyze performance of internal orders. (vendor to vendor stock transport)- Work with 3PL on expediting any delay.- Proactively work with 3PL on special support for escalation cases. - Lead weekly call with relevant vendor managers to discuss 3PL performance. - Raise claims and provide documentations for any lost/damaged shipments.- Identify points of improvement and action them.

Sofia, Sofia City Province, Bulgaria

- Answer inbound calls and e-mails, answering customers/partner queries regarding Asset Return/Retention.- Perform outbound calls to chase customers regarding outstanding assets.- Create weekly and ad-hoc reports shared with internal Cisco representatives and partners - Lead weekly calls with relationship customers and provide an overview of customers outstanding returns. - Ensure Cisco/Partner relationship does not suffer during critical escalations.- Invoice customers for non-returns. - Handle escalations regarding non-standard queries and exception requests. - Work with 3PL vendors and internal tools to process and perform asset pickups.

Rousse, Bulgaria

- Take inbound calls & chats from customers and new prospects and identify their needs. Translate these needs into company services and transfer leads to Account Managers.- Perform outbound calls on potential leads who have signed up for company updates/newsletter.- Upsell relevant services to existing customers in order to meet their business requirements.

- Assist customers with updating confidential payment information.- Process one-time payments by customer request. - Translate customers' business requirements into company services and upgrade/downgrade customer account plans. - Complete outbound calls due to low NPS feedback and improve customer sentiment by offering tailor-made service.

Entrepreneurial And Small Business Operations

Criminology And Psychology