Maya Georgieva Email & Phone Number

Sofia, Sofia City, Bulgaria

- Business Analysis for Telco business transformation projects- Functional Requirenments Preparation and Analisys; Stakeholders Management - Collaborate with Product Owners, Project Sponsors, Technology teams and stakeholders from senior management to low-level users.

● Analysis of AS-IS and TO-BE business processes and the impact on the business.● Writing business requirements, use case, process and systems and user documentation● Test cases and use cases preparation and scenario execution.● Analysis of potential for redesign and simplification of core business processes.● Vendor evaluation and GAP analysisPROJECTS : ● BSS transformation project/ Proof of Concept (POC) project - core team/product owner

● Training needs analysis ● Training design ● Product, procedures and software application training; soft skills trainings● Agent performance monitoring and evaluation ● Customer satisfaction feedback analysis● Project managementPROJECTS:● IVR/Call Center Platform implementation - Design and setting the requirements. Manage project documentation.Develop UAT cases and documentation.● Customer satifsaction survey/implementing NS methodology - Preparaton and execution of UAT● CRM Siebel and Order management system implementation - Conducting analysis sessions and the user acceptance tests. Gather andcoordinate requirements with the vendor. Prepare and deliver training to the end users.● Work Force Management system imlementation -Gathering input from end users, coordinating information with vendor and adapting the system to the business needs of Customer Service Division.

Electric Measurements

Computer Science