Schlagwörter
Skills
FUNCTIONAL SKILLS
PERSONAL ATTRIBUTES
- Leadership skills
- Excellent project management skills
- People management skills
- High level of planning and organizational skills
- Time management skills and working with tough deadlines
- Agile software development methodologies
- Basic knowledge in SCRUM, Waterfall and Kanban
- Basic knowledge in C#, Databases and SQL
- Escalation management and ability to handle difficult customers
- Multi-tasking ability
- Presentation skills
- Excellent level of written and verbal German and English language
- Tool mastering (Jira, Microsoft Project, Asana, Trello) and Root Cause Analysis
PERSONAL ATTRIBUTES
- Analytical and problem-solving skills
- Flexibility
- Creativity
- Ambition
- Patience
- Excellent communication skills
- Positive attitude towards team members, customers and partners
- Capable of being self-managed, be a team player, quality conscious, efficient
Projekthistorie
WORK EXPERIENCE
Hewlett Packard Enterprise, Sofia, Bulgaria Jan 2017 – present
Project Manager
Key Responsibilities:
Hewlett Packard Enterprise, Sofia, Bulgaria Nov 2014 – Dec 2016
Senior Agent/Exception Specialist Germany ESSN Dispatch
Key Responsibilities:
Hewlett Packard Sofia, Bulgaria Sep 2012 – Nov 2014
Resource Control Agent I Germany ESSN Dispatch
Key Responsibilities:
Sofica Group (World One Project), Sofia, Bulgaria Feb 2012 – Sep 2012
Contact center operator
Key Responsibilities:
CSMS Ltd, Sofia, Bulgaria Jun 2011 – Dec 2011
Help Desk Agent with German Language
Key Responsibilities:
Hewlett Packard Enterprise, Sofia, Bulgaria Jan 2017 – present
Project Manager
Key Responsibilities:
- Create and manage complex delivery programs affecting customer satisfaction, service capabilities, cost or operational support;
- Establish processes, timelines, multifunctional and regional role clarity and structures to enable global process, policy and IT alignment enabling global delivery leverage and simplicity;
- Identify financial or operational benefits and changes, establish measures and roles to complete programs and transitions to operations;
- Work with internal/external partners to implement delivery program plans;
- Lead program teams with representatives from multiple organizations and regions worldwide;
- Regularly publish and verbally communicate program plans including critical milestones, success, and major opportunities or concerns;
- Deliver thought leadership around improving customer service and operations while lowering costs;
- Participate in senior leadership team activities as needed. Regularly publish and verbally communicate program plans including critical milestones, success, and major opportunities or concerns.
Hewlett Packard Enterprise, Sofia, Bulgaria Nov 2014 – Dec 2016
Senior Agent/Exception Specialist Germany ESSN Dispatch
Key Responsibilities:
- Leads in projects for process or quality improvements and document changes
- Acts as a process expert and subject matter expert
- Drives actions in post incident reviews
- Manages escalated and top priority incidents to the EMEA Sev1 Management team up to and including resolution
- Conducts and supervises knowledge and trainings, workshops and process trainings along with new product introduction
- Periodically evaluates training effectiveness and delivers daily side-by-side counseling and advisory
- Sets up individualized training plans to strengthen employees’ existing skills or teaches new ones
- Maintains the appropriate level of authority within the client and HPE organizations to ensure the success of the incident resolution, Leads the internal and external communication of the incident
- Provides feedback for operation excellence. Focus on the achievement of team goals
- Prepares analysis on key performance metrics for the organization
Hewlett Packard Sofia, Bulgaria Sep 2012 – Nov 2014
Resource Control Agent I Germany ESSN Dispatch
Key Responsibilities:
- Proactively identifies root causes of individual performance failures and implements corrective actions to achieve and exceed performance targets
- Stays up-to-date and adheres to Dispatch process updates and work instructions, adapting quickly to changes to support business goals and results.
- Actively supports new team members’ on-boarding by sharing best practices and process/local knowledge.
- Drives and supports innovation and optimization of processes to gain positive customer experience
- Timely manages service requests of customers through different access channels
- Coordinates the resources in a proper manner
- Participates in process or quality trainings
- Manages multiple tasks simultaneously
- Be compliant with all internal rules, policies and procedures
Sofica Group (World One Project), Sofia, Bulgaria Feb 2012 – Sep 2012
Contact center operator
Key Responsibilities:
- Communication with customers using outbound phone
- Providing high quality service to the customers
- Presenting accurate information to the customers
- Constantly improving the language level and communication skills
- Accomplishing also additional work-related tasks given by management
CSMS Ltd, Sofia, Bulgaria Jun 2011 – Dec 2011
Help Desk Agent with German Language
Key Responsibilities:
- Communication with customers using inbound and outbound chat, email and phone
- Providing high quality service to the customers
- Presenting accurate information to the customers
- Constantly improving the language level and communication skills
- Assisting other team members
- Escalating issues which are not in the regular cycle of the activity
Reisebereitschaft
Verfügbar in den Ländern
Deutschland
Ich befinde mich in Sofia, Bulgarien und bin bereit eine Woche pro Monat wenn nötig zu reisen.
