In this role I’m responsible for developing and sustaining long-standing relationships with company-approved vendors. My responsibilities include assessing suitable vendors, inquire about their services, negotiate pricing, and communicate any product or service-related concerns. Vital part of the role is fostering and expanding pool of Business Partners in strive of finding right skill.Key accomplishments: • Conducting research on available vendors to determine which vendors… Show more In this role I’m responsible for developing and sustaining long-standing relationships with company-approved vendors. My responsibilities include assessing suitable vendors, inquire about their services, negotiate pricing, and communicate any product or service-related concerns. Vital part of the role is fostering and expanding pool of Business Partners in strive of finding right skill.Key accomplishments: • Conducting research on available vendors to determine which vendors offer the best pricing and product quality and coordinate procurement processes• Implementing vendor selection programs to ensure that the best vendors are secured. • Establishing standards by which to assess the performance of approved vendors.• Evaluating current vendor management programs and identifying ways to improve them. Show less

In this current role, my core responsibility is to lead customer-centric initiatives regarding reach, acquisition, conversion, retention, and loyalty to improve the end-to-end customer engagement lifecycle. Here, I oversee customer-facing tech/sales communication up to C-level, ensuring proper lines of communication.Notable Achievements:• I ensured effective business partner management to enhance workforce performance and foster strategic people enablers such as talent… Show more In this current role, my core responsibility is to lead customer-centric initiatives regarding reach, acquisition, conversion, retention, and loyalty to improve the end-to-end customer engagement lifecycle. Here, I oversee customer-facing tech/sales communication up to C-level, ensuring proper lines of communication.Notable Achievements:• I ensured effective business partner management to enhance workforce performance and foster strategic people enablers such as talent, leadership, learning, and culture, as well as develop people solutions, to achieve organisational objectives.• I strategically improved business and support processes through automation and digitization. Monitor and optimise IT budget, leveraging cost-effective approves to meet financial obligations.• I established, maintained, and strengthened mutually-beneficial supplier relationships through global and regional vendor management to drive remarkable success for organisation. Show less

In this previous role, I implemented highly effective measures focused on individual and team growth while leading a global team of 35+ senior and junior engineers to steer remarkable outcomes.Key Accomplishments:• I developed and led multiple teams of efficient members to yield significant outcomes.• I set KPIs and reporting schemes to identify problematic areas and develop smart solutions accordingly.• I established and maintained high-quality measures for several… Show more In this previous role, I implemented highly effective measures focused on individual and team growth while leading a global team of 35+ senior and junior engineers to steer remarkable outcomes.Key Accomplishments:• I developed and led multiple teams of efficient members to yield significant outcomes.• I set KPIs and reporting schemes to identify problematic areas and develop smart solutions accordingly.• I established and maintained high-quality measures for several operations.• I embedded and maintained a customer-centric culture that helped the business better understand customer satisfaction. Show less

While serving as a Service Delivery Manager, I spearheaded end-to-end management of customer "Critical situation" calls that included tracking, information acquisition from callers, and call routing to the right agent. I listened to several concerns and made final decisions on case resolution. Collaborated with other departments/business units to generate and develop leads.Significant Contributions:• I streamlined work procedures and processes, departmental standards, and… Show more While serving as a Service Delivery Manager, I spearheaded end-to-end management of customer "Critical situation" calls that included tracking, information acquisition from callers, and call routing to the right agent. I listened to several concerns and made final decisions on case resolution. Collaborated with other departments/business units to generate and develop leads.Significant Contributions:• I streamlined work procedures and processes, departmental standards, and strategic growth model directives.• I overhauled several IT management processes to improve efficiency, productivity, and how tools/platforms work together.• I promoted the highest standards of customer service by strategically reducing escalations.• I headed and motivated a multifaceted team of 50+ senior and junior support engineers in Bulgaria and US. Show less

In this leadership position, I monitored and enhanced overall performance and quality at both teams and individual levels. I addressed performance issues and disciplined concerns through coaching and counseling.Proudest Achievements:• I implemented and maintained a positive and trustworthy working environment; assembled, led, and cohesive teams of support agents. Generated progress reports and improvement plans toward team KPIs.• I developed and maintained open lines of… Show more In this leadership position, I monitored and enhanced overall performance and quality at both teams and individual levels. I addressed performance issues and disciplined concerns through coaching and counseling.Proudest Achievements:• I implemented and maintained a positive and trustworthy working environment; assembled, led, and cohesive teams of support agents. Generated progress reports and improvement plans toward team KPIs.• I developed and maintained open lines of communication among different teams to drive organizational success.• I provided high-level assistance in technical documentation related to supported products.• I strengthened HR process by recommending and implementing significant enhancements. Show less

As a support agent, I exceeded IBM customers’ expectations by providing expert-level continual remote tech support. I read and understood internet documentation on IBM code and application interfaces.Key Achievements:• I delivered subject matter expertise in storage technologies such as SVC and Storwize that retain and visualize data.• I utilised exceptional technical and negotiation skills in collaboration with other support operations/organisations to prioritise and… Show more As a support agent, I exceeded IBM customers’ expectations by providing expert-level continual remote tech support. I read and understood internet documentation on IBM code and application interfaces.Key Achievements:• I delivered subject matter expertise in storage technologies such as SVC and Storwize that retain and visualize data.• I utilised exceptional technical and negotiation skills in collaboration with other support operations/organisations to prioritise and diagnose problems to resolution.• I recommended and implemented new improvements to existing technical support tools, procedures, and processes.• I coached and mentored onsite engineers in contexts of problem determination by presenting action plans. Show less

In this past position, I spearheaded a full spectrum of pre-sales activities, pricing, consultations, technical documentation preparation and support for IT projects, tenders, and deals of organisation.Noteworthy Accomplishments:• I ignited value-added measures to maximise sales revenue effective product management of industry standard solutions.• I provided technical consultation to sales team, keeping a great focus on customer requirements, analysis, and trends.• I… Show more In this past position, I spearheaded a full spectrum of pre-sales activities, pricing, consultations, technical documentation preparation and support for IT projects, tenders, and deals of organisation.Noteworthy Accomplishments:• I ignited value-added measures to maximise sales revenue effective product management of industry standard solutions.• I provided technical consultation to sales team, keeping a great focus on customer requirements, analysis, and trends.• I forged close collaboration with key partners such as HP, EMC, and CISCO.• I negotiated pricing levels with vendors, forecasting and reporting to drive mutual benefits. Show less

Responsible for leading Key contracts, as part of Business Partner portfolio• Deloitte Bulgaria- Led outsourced IT management• Syngenta Bulgaria- Led outsourced IT management• Philips Bulgaria- Led outsourced IT support• UniCredit Bulbank – outsourced support and preventive maintenance of data center equipment.

Administrated accounts in strategic partnership• Coordinated service workflow.• Managed payment documents flow.• Spare parts warehouse management.• Planned Delivery and Distribution Schedules• Generated reports on sales, consumption, and inventory levels• Generated reports on operational excellence and customer satisfaction• Led Advanced Analytics projects for KPI improvements

Service and installation specialist in projects for Installation and support of server equipment.UniCredit Bulbank – contract for outsourced support and preventive maintenance of computer equipmentPiraeus Bank – contract for outsourced support and preventive maintenance of computer equipmentAssembling , delivery and support of PC equipment for the aims of Ministry of Education, Youth and Science – 2008-2009