Mariya Dimitrova Email and Phone Number

*Perform call/case quality monitoring, customer survey analysis and ensure data consistency of quality and customer satisfaction through ongoing reporting analysis of results. *Use these results to identify opportunities to improve the customer experience.*Use quality and customer satisfaction data and/or calls to perform a detailed closed case analysis and/or quality review to identify performance gaps, trends, and areas of opportunities, highlight strengths and/or provide shared best practices.*Provide feedback to agents for continuous improvement of knowledge and quality results.

*Perform call/case quality monitoring, customer survey analysis and ensure data consistency of quality and customer satisfaction through ongoing reporting analysis of results. *Use these results to identify opportunities to improve the customer experience.*Use quality and customer satisfaction data and/or calls to perform a detailed closed case analysis and/or quality review to identify performance gaps, trends, and areas of opportunities, highlight strengths and/or provide shared best practices.*Provide feedback to agents for continuous improvement of knowledge and quality results.

Provide B2B customer support to CISCO’s employees and business partners.Support business partners and re-sellers in regards to their orders, post-booking activities and on expedite processEngage and represents Partners and Cisco internal teamsPositively manages internal relationships.Contribute towards the achievement of performance targets in all aspects of the team’s activitiesDevelop strong overview and drives Process, Tool and business flow improvements

Timely remote support to HPE customers; Manage service requests through verifying data; Keep customer informed; Meet the service level agreement; Provide response on user enquiries in the agreed TAT; Monitor the overall service to its completion; Work on customer escalations; Prioritize tasks and work on multiple requests within short deadlines; Handle difficult customers; Co-operate with different teams through the process for providing customer resolution of the reported issue (Diagnosis, Team, CDS Engineers, Supply Chain, Couriers; Management, Escalation Teams, etc.);Manage installation projects and act as mediator between Installation Project Managers and CDS Engineers – evaluates the complexity of the products to be installed, co-operates with Service Delivery Managers to align engineers, accommodates customers` requests monitoring the area coverage, etc.

Consulting customers about the best solutions for buying airplane tickets, accommodation and insurance; Reservations booking and modification through different channels - Wordspan, Amadeus, Oli; In-depth research based on customers` requirements in order to meet their needs; Issuing of payment orders and confirmation of their authenticity, etc.