Ivan Mitkov Email & Phone Number

Sofia, Bg

Bulgaria

Sofia, Sofia City, Bulgaria

Sofia, Sofia City, Bulgaria

Sofia, Sofia City, Bulgaria

As TSM my main responsibilities are: - Meet the specific targets with respect to the Key Result Areas on Customer Satisfaction, Productivity and People;- Conduct performance reviews bi-weekly to provide feedback and discuss focus areas;- Devise and implement action plans for any failing metrics;- Track and report the progress of all action plans on a weekly basis;- Work with the engineers on any client escalations; - Prepare monthly schedules within the shrinkage target and drive schedule adherence;- currently leading a team of 12 engineers;

Sofia, Sofia City Province, Bulgaria

- Leading Spanish, Russian and English teams for different programs within the company;- Supported the start of two new programs, onboarding new service delivery managers on internal procedures and helping with the initial setup of the programs - client communication, scheduling, KPI analysis and reporting;- Set up automated reports that are used in other accounts within the company;- Actively involved in the recruitment process when service delivery check is needed; - Preparing action plans and organizing regular team/individual meetings to discuss performance opportunities;- Handling client escalations, own/resolve them with satisfactory results;- Live monitoring on AUX usage and SLA to make sure that the targets are met;- Presenting program results and operations overview on WBR/MBR/QBRs;- Responsible for Payroll/HR-related tasks;

- Analyzing customer satisfaction surveys and voice of the customer; - Driving the team performance to meet the KPIs and achieve consistent IQS (internal quality score) and CSAT results;- Preparing individual action plans based on agents performance; - Leading initiatives on KBA review and article updates to improve agents knowledge about procedures and complex cases; - Presenting quality observations during WBRs and quality calibration calls; - Acting as team manager in his absence, and taking care of administrative tasks (attendance correction, schedule updates, incentive calculation, etc.)- Supporting a 6Sigma project as a quality analyst.

- Troubleshooting technical issues in Spanish and English uaing remote desktop;- Initial network configuration on Cisco 800 Series firwalls; - Software and network devices support (Network printers Lexmark, Microfilm readers and Projectors)- Main KPIs were Quality score, FCR and CSAT.

As a part of the work group that have created the Stategy for teachers development and training, I was offered to continue working on the plan for the Stategy implementation. It was an internship program due with an opportunity to stay permanently as a Junior expert and my main responsibilities were to develop the plan and coordinate the activities based on the recommendations given by the Ministry and the authorities, involved in its review and monitoring (Council of Ministers)

I was invited by one of my professors to join a workgroup organized by the Ministry of Education and science to create a strategy for the teachers developement during the next programming circle 2014 - 2020. After 6 months we have finalized the document titled National strategy for teachers development 2014 - 2020, which was then approved by the Council of Ministers. My main responsibilities were to research, translate and report training practices, used by different EU member states to upskill and develop the personnel in their Education systems. These reports helped the group adapt the ideas that worked

Sofia, Sofia City Province, Bulgaria

Directorate of international cooperation

Master'S Degree, Project Management

Master's degree thesis on Challenges and perspectives in the implementation of European cybersecurity projects - 2016.

Bachelor'S Degree, European Studies/Civilization

High School Diploma, Spanish Language And Literature