Ivan Batchvarov, Mba, Pmp, Itil® Email & Phone Number

Sofia, Bg

Tampa, Florida, Us

Driving the solutions process across Foundever’s Customer Experience portfolio of clients. Product owner-level status for Digital Customer Experience (CX) enablement solutions that include Automation, Conversational Artificial Intelligence, Intelligent Document Processing, Customer Journey Mapping. Catalyst between Sales and the Centers of Excellence for the identification of CX Technology opportunities and the crafting of solutions that positively impact customer and employee satisfaction, and the client’s total cost of ownership. Contract Management for all legacy customers, including renewals and organic growth. • Secured software license deals exceeding $2M/year under negotiated partner pricing• Solutioned, pitched, closed, and managed the implementation of a project for a large retail chain that integrated ZenDesk and an Order Tracking system, resulting in automating 1/3rd of the ticket documentation.

Tampa, Florida, Us

Supported the creation of a PMO for Professional Services project delivery, including documentation templates, procedures and standards. I collaborated with Sales on creating a Salesforce opportunity review cadence, improving the quality of the pipeline and accelerating the process of closing deals. Contributed to millions of savings achieved through process redesign and automation.• Championed the adoption of the scaled agile framework (SAFe) for a leading managed healthcare insurance company. Used Rally and Confluence for documentation. Managed Scrum teams that delivered six process automation projects with a $2M impact.• Program Manager leading a team of local Project Managers in 6 countries across process optimization, automation and workflow implementation for a combined glide path of $6M of savings. Used MS Project as a predictive tool.

Joined the ranks of Symphony in its start-up phase as a pure-play RPA consultancy firm. Worked closely with the Founders, reporting to the Chief Strategy Officer, to identify and assess the potential of various ventures with the aim of increasing the company valuation in preparation for exit, which occurred successfully in November 2018, when Symphony was acquired by SYKES. The new growth pursuits included geographical expansion to Latin America and India, a staff augmentation brand, training platform, subscription-based services and the establishment of Labs. Planned the use of venture capital funds in line with the growth potential and expected valuation impact of the pursuits.

Noida, Uttar Pradesh, In

Responsible for identifying, analyzing, and reporting quality-related and business process issues in a large Enterprise IT service desk servicing a major pharmaceutical company. Implementing process improvements to remove customer pain points as well as intraorganizational obstacles. Ensuring service level targets are attained and operations are managed with optimal efficiency and effectiveness.

London, Gb

Instrumental in the establishment of the Sutherland Innovation Labs, comprising of Catalyst, Incubation, Experience research and Display Labs. Driving an array of projects in a global portfolio as a Project Portfolio Manager within the Sutherland's Innovation Team. Areas of expertise: Robotic Process Automation, Customer Experience Research, Design Thinking, Strategic Research and Analysis, Employee Experience and Engagement. Enlisted and managed various technology and design Vendors to deliver services related to the establishment of the Innovation Labs.• Customer Journey Mapping for a leading laptop manufacturer brand, resulting in the identification of design recommendations to improve in-store and online product display, with the aim to claw back market share.

Performance management, customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management. Managed a team of 50 associates directly, and the output of another 150 globally.

• Build relationships with client contacts, internal C3i operational groups and any 3rd party involved in supporting Client’s environment. • Work with other C3i departments to identify Cross-Selling Opportunities as well as develop strategies to develop more business within the account. Facilitate contract re-negotiations.• Coordinates with Sales for the preparation of SOWs and other sales or legal documents • Knowledgeable of all contract content, Service Level Agreements, exception clauses, pricing and others as applicable• Understanding of Good Clinical Practices, Clinical Trial Protocols, HIPAA and other standards and regulations in the Pharma and Life Sciences sectors.

• Ensure Operations meet Client’s Service Level Agreements• Provide regular measurement of the effectiveness of all services provided by C3i (Operational Effectiveness Dashboard)• Drive Process Improvement initiatives to enhance Operational Effectiveness, as applicable• Ensure Client satisfaction on all Ongoing Support services provided to client by C3i• Ensure client is a positive reference for C3i’s Ongoing Support Services• Identify events likely to impact client’s ongoing support operations by maintaining a Change Management Dashboard• Ensure C3i operations are ready to handle change (Change Readiness)• Perform monthly invoicing• Act as POC for all invoice questions and issues on Ongoing Support Services

• Act as Single Point of Contact for the resolution of any and all client issues across all Ongoing Support Services provided • Maintain an up-to-date issue tracker across the account• Analyze QA and Training data across the account and make recommendations for coaching and/or training• Work with Training Manager and Help Desk Managers to ensure recommendations are carried out

Boston, Ma, Us

- Handled incoming applications during Admissions season;- Admissions Office’s contact for the “Health, Science and Technologies” program, offered jointly by Harvard Medical School and MIT

- Supported commercial evaluations of R&D-stage product licensing opportunities for a large U.S. biotechnology client across a range of CNS conditions: Profiled U.S. Alzheimer’s Disease, Schizophrenia, and Bipolar Disorder pharmaceutical markets; Performed telephone interviews with and administered web-based surveys to high-volume prescribers in areas of interest; determined physician interest in drug profiles and potential points of differentiation for novel agents; - Examined the U.S. Continuing Medical Education (CME) market for a pharmaceutical client in order to support creation of medical education initiatives for a recently launched product: Identified key academic physicians and leading drug class prescribers for prospect inclusion in medical education program, as both faculty and participants; Identified and interviewed key CME commercial vendors for client follow-up

Post-Bachelor, Certificate In Management

Executive Mba, Management

Ma, European Integration Studies

Bsc In Economics, International Business

French Language Proficiency Diploma, French Language And Literature