Ivan Pavlov Email & Phone Number

Sant Cugat Del Vallès, Catalonia, Spain

Convert business requirements into business outcomes/solution requirements that are utilized by architects and development resources in the form of end-to-end use cases, solution design documents and initiatives. These requirements are aligned to the originating business requirements that will support the design • Compiles sizing and costing as part of the analysis needed for the recommended solution • Leads Analysis and Design sessions for multiple assets and scope • Creates and manages the Solution Packet framework for the accepted design • Ensures that the delivery execution progress supports the outcomes needed and aligned with stakeholders, etc.

Sant Cugat Del Vallès, Catalonia, Spain

Lead projects for business improvements (process, quality, customer experience, team integration and optimization). Provide feedback on operational excellence▪ Strive for accuracy and high service delivery quality, suggest process and efficiency improvements▪ Manage and/or support operational escalations▪ Working closely with Tower Management on team optimization and efficiency improvements

Sofia, Bulgaria

Designing problem models and workflows▪ Working with other process owners to ensure there is an integrated approach to the design and implementation of each SO process.▪ 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▪ Perform Proactive Problem Analysis on incident trend analysisReviews the effectiveness and efficiency of the Problem Management process within the account▪ 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: work with customer problem process owner on all matters related to problem management▪ Manage problem records through the problem management lifecycle. Together with the root cause owner the problem manager performs a closure assessment of known error records and problem records

Sofia, Bulgaria

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▪ Perform Proactive Problem Analysis on incident trend analysis▪ Reviews the effectiveness and efficiency of the Problem Management process within the account▪ 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: work with customer problem process owner on all matters related to problem management▪ Manage problem records through the problem management lifecycle. Together with the root cause owner the problem manager performs a closure assessment of known error records and problem records

Sofia, Bulgaria

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▪ Perform Proactive Problem Analysis on incident trend analysis▪ Reviews the effectiveness and efficiency of the Problem Management process within the account▪ Responsible for updates of account specific process documentation including training of the many different organizations that are involved in Problem Management within the accountCustomer interaction: work with customer problem process owner on all matters related to problem management▪ Manage problem records through the problem management lifecycle. Together with the root cause owner the problem manager performs a closure assessment of known error records and problem records

Business Park Sofia, Sofia City

• Manage ‘real time’ performance of queues taking into account agent availability• Responsible for day to day performance of agents with regard to productivity, SLA’s, customer satisfaction and efficiency• Responsible for process adherence of all team members• Manage Availability and Utilization of resources• Ensure that all information supplied by the Customer/HP is disseminated appropriately to the team• Follow-up on escalated issues from Customer or HP management• Follow-up with management in case of SLA misses• Manage staffing levels and maintain headcount reports• Adapt schedule for Sickness, Vacation and Training• Manage development and performance of team members• Performance reviews • Interview potential new team members• Work with HR and other support service groups where required• Hold team meetings• Report on key performance measures

Business Park Sofia, Sofia City

• Serves as central point of contact for core and discount institutions throughout their transition to the client’s platform.• Communicates transition process and timeline to program managers and advisors.

Sofia, Bulgaria

Responsible for the delivery of technical and process induction trainings for new employees at the service desk as well as provides refresh trainings, formal job-specific trainings and on-the-job trainings for current employees.Works as the contact person for external and internal contacts related to training items.Also responsible for reporting performed trainings to SD manager and training manager.Protects confidential and sensitive information and materials as well as remains well versed in help desk policies, procedures, standards and documentation.Key role in OVSD to HPSC transition for HP customer. Deep technical and service knowledge in HPSC

Sofia, Bulgaria

• Accurately logs incoming customer requests for service and manage each request (Ticket) ‘end to end’ within the customers SLA’s. • Take incoming customer calls, logs call details into Service Desk Application and provides response and resolution within SLA; Proactively resolves where possible, customer requests for service, during initial contact; • Maintains technical knowledge and expertise associated with multiple applications and hardware specific to individual customer’s solution;

Hyannis, Ma

• Follows a daily routine by completing a daily merchandise write-ups, setting up a higher standard for both sales floor and stock area by assigning models and impacters to different areas in the store; • Verifies that store chain visual standards and requirements are being followed; • Completes an everyday program and tasks, regarding specific store presentation standards; Recruiting, hiring and training new hires;

Master'S, Marketing

Classes in Project Management, Design of Management Systems, Risk Management, Business Process Modeling (BPM), Marketing Management, PR.

Bachelor'S, Industrial Management

Classes in HR Management, Strategic Management, Informational Technologies

High School Diploma, English Language