Martin Vatchkov Email & Phone Number

Vienna, Austria

Vienna, Austria

● Manage a team of Customer Service Managers for the European, US and Asia markets● Assist team with executing customer support and optimization strategies for our customers● Direct budgetary management for the global customer service team, optimizing resource allocation and cost-efficiency● Developed and executed strategic initiatives for the global customer service team to enhance customer satisfaction and support business objectives● Spearheaded the implementation of CRM systems, including comprehensive review of API documentation for Gorgias, Kustomer, Klaviyo and Shopify to streamline operations● stablished standardized operational procedures for global customer service to maintain consistency and quality across regions● Managed vendor relationships and contract ownership for various global customer service initiatives, ensuring compliance and value optimization● Evaluated integration options for platforms such as Klaus and TrustPilot to enhance customer feedback management and improve service quality● Designed and executed training programs for the global customer service team, including onboarding for new hires and ongoing professional development.● Establishment and oversight of global customer service outsourcing, including negotiation of agreements and compliance measures● Act as the liaison between the global customer service team and HR, facilitating communication and addressing employee-related matters● Collaborate with cross-functional teams to ensure high visibility and align customer focus and feedback● Oversee escalations● Foster a positive team culture and participate in team development including hiring, onboarding, career development and performance management

Sofia, Bulgaria

● Build a strong relationship with key customer staff and vendors.● Ensure reports are provided to an agreed schedule or on request.● Present open cases to client on a weekly basis● Drives process improvements that increase customer satisfaction.● Work with the client and IBM System Administrator's teams to identify and manage service improvement activities.● Communication with vendors on a daily or weekly basis ● Report, communicate, and update relevant stakeholders on account operations.● Drive, implement and document projects to the benefit of the customer and IBM● Continuous reviews of processes, procedures and reports for improvements● Build a bridge between the help-desks and the customer● Understand and be aware of the application of hardware and software technologies (and changes) relevant to customer environments.● Manage client's assets and ensure maintenance is provided within the SLAs● Supports and conducts self in a manner consistent with customer service expectations.● Handle escalations from client and vendors.

Bulgaria

● Effectively and positively communicate the organizational mission, vision, values, goals, performance management and action plans to assigned resources● Assume management responsibility and delivery for the team, including adherence to all manager responsibilities associated with the support delivery processes● Being an advocate for client satisfaction, demonstrating the importance of client satisfaction in both words and actions● Resolves service and team/employee issues and sets long term plans● Responsible for delivery of highly visible services that contribute significantly to achievement of customer satisfaction, cost, expense and other business objectives● Flexibility and willingness to travel to different locations● To ensure all controls implemented are adhered to● Lead and direct the team to achieve/exceed KPI’s and SL’s.● Attending interviews for possible new-hires● Create and update reporting procedures● Work with the team providing coaching, mentoring and recognizing top performance of the team to management, allowing them to progress where possible towards their career goals and aspirations● Manage and take ownership of escalated customer situations following defined management processes● Communicate directly with customers regarding any issues or questions associated with the teams performance● Recommending innovative ways to improve productivity and reduce costs● Analyze data & perform a thorough Root Cause Analysis● Take new actions within and across teams, to improve quality and share best practices● Collaborate across multiple teams for process improvements and standardization● Act as a catalyst to drive adherence to all aspects support delivery processes● Administer IBM Human Resource processes in an effective and quality manner

Bulgaria

C3i is the leading BPO for technical support services for life science companies worldwide.Principal Responsibilities:Workflow Management● Perform workload distribution, assign tasks and track execution of both● Monitor compliance with targets for Service Level Agreements and Operational Level Agreements● Assign follow-up activities and track their execution● Distribute review of Open Assistance Request, Activity Plan and Orders● Creating and improving current reporting● Composing and updating FAQs related to the account● Building training presentations ● Training new-hires as well as current ones on account specificsOperations Supervision● Supervise agent statuses● Prepare and supervise team breaks schedule● Supervise call and email queues● Assist with fulfillment of any IT Assistance Requests for issues affecting Level 1 and Level 2 help desk analysts● Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.● Maintains customer satisfaction by providing timely solutions and using financial instruments.● Recommends potential improvements by collecting customer information and analyzing customer needs.● Manages basic technical troubleshooting and escalations, when required.● Reading and evaluation media articles related to the medical sector● Contributes to team effort by accomplishing related results as needed.● Experience with several ticketing and tracking systems such as Horizon Clinical and EtQ, .Skills/Qualifications: Customer Service, Product Knowledge (Mobile Apps), Quality Focus, Problem Solving, Market Knowledge, Troubleshooting, English Language, Documentation Skills, Resolving Conflict, Analyzing Information, Multi-tasking.

Bulgaria

C3i is the leading BPO of technical support services for life science companies worldwide.Тhe Helpdesk Technical Analyst I is responsible for providing comprehensive technical support services to support center customers.Work within SLAs including but not limited to average speed of answer, average talk time, abandon rate, hold time and others.Take all steps necessary to troubleshoot issues reported by the customers and resolve or escalate to the appropriate contact.Use all available knowledge management tools during a call.Take all necessary steps to ensure customers satisfaction at the end of the call.● Providing advice, information and assistance to callers;● Attempting to resolve all inquires on first contact with the caller;● Making sure that all telephone calls are answered promptly;● Following up customers by calling them back;● Research required information for callers using available resources;● Essentially receiving up to 35 incoming calls from customers daily;● Accurately recording details of calls and issues on logging software;● Having a professional and courteous manner at all times;● Identifying and escalating priority issues or customer complaints;● Sending emails to clients answering their inquiries;● Taking ownership on all calls and queries answered;

Bulgaria

Safecap provides foreign exchange services with a large portfolio of financial instruments, customized accounts and personalized client support by qualified personnel.Main responsibilities:● Ensure bank transfers are deposited in traders accounts;● Monitoring of bonuses to be issued to traders;● Responsible for correct allocation of all customer payments;● Gather all information related to customers payments● Communication with bank institutions when needed● Working closely with the dealing room of the Forex exchange;● Creation of training presentations● Training and improving staff on MetaTrader 4 platform● Researching traders accounts for discrepancies in information

Pretoria Area, South Africa

Bachelor Of Business Administration (B.B.A.), Business, Management, Marketing, And Related Support Services

Activities and Societies: The Department of Business Management strives to provide, in partnership with industry, high quality and market.

Masters Degree In National And International Security, Homeland Security

Activities and Societies: The degree covers specialized courses in sciences for risk, geopolitics and security, environmental.

Economics, Business, Management, Marketing, And Related Support Services

Activities and Societies: Teaching in the program during the first two years covers general education, training in basic scientific.

Software Engineering, Computer Software Engineering