Media.Monks

ERP Product Owner

R&D Project Manager

Google via Wipro

Due to newly introduced business model I was transferred Wipro Technologies continuing the work on the same projects.
Along with my earlier responsibilities I was involved in a higher level tasks, as preparing MSAs and SOWs for partnerships of my company, constantly conducting trainings for new team members and setting up a global knowledge base and reporting structure for the projects I am involved in.
A considerable part of my work became related to SalesForce for which I undergone a Platform Developer course.

Operations Lead EMEA

119 High School "Acad. Mikhail Arnaudov"

As an intern as high school teacher of linguistics and literature I was responsible to present lessons to children of different age, where the themes were varying from grammar to philosophy.

Teacher of Grammar and Literature

OSCE Parliamentary Assembly

I was a translator for the parliamentary assembly of the European Council at the parliamentary elections in Bulgaria, where I was responsible for the translation and advising the delegates from Sweden and Austria.

English Translator

Modis

Due to internal Adecco group move I was transferred to the Adecco child company Modis, continuing the work on with the same client and on the same projects. I have been responsible to create a case study and set up the strategy for executing the project, based on the pilot phase. Together with the client company the strategy was improved and implemented globally. 
Furthermore, I was responsible for creating a case study for a second pilot project and set the strategy for execution, based on an exclusive partnership for which I have managed to struck a deal.
Over time I started working on a total of five projects, including sales of a massively well-known IT product, offering it to a wide range of partners, varying from commerce through transportation to cultural heritage.

Google via Adecco

As an Operations Lead, I was responsible of setting up a pilot project with newly developed technology across EMEA by starting with testing the equipment myself and then select, hire and manage new team members remotely. Along the process I have compiled and created all the needed documentation and training materials.

Sitel

I am responsible for a team, which is providing 24/7 technical support for the users of insulin pumps for Germany, the United Kingdom and Ireland. The work of the team may have direct effects to the health of the callers and this is why a lot of live management is needed. I am responsible for operational requests from the client or my own company, for the scheduling of the team, to ensure as high performance overall as possible, bearing in mind the demanding field of business, meetings with the client on weekly basis, presenting the results of the team, providing constant feedback to the team members. The goal is to always have as good results as possible to make sure our customers have received the needed help.

Technical Support Manager

The team consisted of nearly 45+ FTEs, working 24/7. As the two team managers left the team I was promoted to the position of a team manager and needed to maintain the positive atmosphere in the team and to do my best in order to improve the team quality performance and the service level of the team. The team itself has been supporting our clients in English, Italian, Spanish, French, German, Portuguese, Czech, Arabic, Russian, Polish, Traditional Chinese, Indonesian, Filipino and Vietnamese. I was directly involved in the operations processes of the whole project, substituting the Operations managed in case of need. I was also responsible for escalations from the client company, scheduling for the team and the interviews for new team members, conflict management was also needed with a team with so many different characters.

The position of technical support advisor consisted of providing support and handling complaints for the business clients and end-customers of the our client company. The client itself is a world-wide known cell phone manufacturer, who has started to develop brand new smartphones. The main communications channels were e-mails and chats, as by that time I have been finished successfully the management training in my company I was also responsible for monitoring the work of my new colleagues and providing them floor support on a daily-basis. On that position I have been providing support in German and I was also involved in Quality monitoring.

Technical Support Advisor

Alongside with the tasks of Technical support specialist and Second level technical support specialist, on the position of a Senior technical support specialist I was involved into the team management processes, also through the internal management training, which I was appointed for. I was substituting my team managers in various processes, including reporting for the team and the client, leading calls with the client, addressing issues to the client and to the higher management of my team, preparing new troubleshooting guidelines for the team, interacting on daily basis with the client company for various requests.

Senior Technical Support Specialist

My company entrusted me to provide training to a new technical support department located in Mumbai, India. The first part of the training was covered by the trainer of my team. I was responsible to finish the training agenda and support the new team during their On the job training, while my work was monitored by the Global technical support manager of the client and one of their Operations business analysts on site in Mumbai.

Technical Support Trainer

As I have been promoted to a second level technical support specialist I have been taking care of of the daily tasks of a technical support specialist, additionally I needed to perform remote troubleshooting for more B2B clients in Europe, along with the support provided for North America, Africa, Asia, Australia and Oceania. Another new task for me was to take part in the Quality monitoring of the team in various languages by evaluating calls, back office processes and providing feedback and floor support to the team members on daily basis. I was also involved in trainings for new team members.

Second level technical support specialist

I have been part of the global technical support team of one of the leading money remittance companies globally. The particular support team was operating under PCI Compliance legislation. I was responsible for the technical support complaint handling, technical support troubleshooting and equipment logistics for the business clients of my company worldwide in a 24/7 support team. The supported applications were Java-based and web-based. The equipment troubleshot was varying from peripherals as printers and one-time password tokens to computers and networks.

Technical Support Specialist

For me the most important thing is to improve myself and to always search new challenges. I believe that only bringing yourself to the verge is truly developing the personality. Along with the personal development, for me, the trust is also crucial - trust in personal relations, among colleagues, among managers, among clients, as the trust is the minimal condition in any human relations. At the moment I am seeking for new opportunities to develop myself.

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