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Work Background
DSK BankInternal Consultant Strategy and Transformation
Jul. 2024Sofia, Bulgaria
CargillInterim EMEA Procurement Operations Regional Manager
Apr. 2022 - Jan. 2023Sofia City, BulgariaResponsible for leading and coordinating the supervisors of operations and ops buyers, overseeing the routine strategic sourcing and procurement activities and processes for multiple categories and locations in EMEA
Coach team members and make decisions related to talent management, hiring and performance
Supported transformational activities in the function
CargillProject Lead Procure to Pay
Oct. 2018 - Feb. 2024Sofia, Sofia City Province, BulgariaManaged multiple process improvement projects in Procure to Pay area, ensuring high quality of execution in EMEA region
Identified process gaps and developed solutions to improve user experience and reduce costs
Collaborated with cross-functional teams to streamline inefficient process and achieve operational goals
CargillCBS Finance EMEA Migration Lead
Nov. 2017 - Sep. 2018Sofia, Sofia City Province, BulgariaLeading the migration process of finance activities in Record to Report, Credit to Cash and Invoice to Pay. Organize and assist with the validation of existing processes, baselining, coordination and solutioning in collaboration with CBS and local teams
Main point of contact for the regional Finance Leads during migration projects
Follow the status of each project from knowledge transfer and parallel run until completion
CargillCollections Lead EMEA
Nov. 2014 - Nov. 2017SofiaResponsible for the planning, executing and oversight of Accounts Receivable Ledgers of respective Business Units and period end processes and other related processes. Efficiently lead the delivery of the Data Management, Collections and Dispute Management Processes for Finance Function regionally and the Business Units with the scope. Monitoring KPIs, SLAs, absorbing new work into operations in order to deliver high quality/low cost services to the Business Units.
Sutherland Global ServicesManager Cisco WebEx Project
Feb. 2012 - Oct. 2014SofiaLead, develop and motivate a high performance multilingual team of Consultants to deliver excellent Customer service in an accurate and timely manner in the areas of Account Management, Sales, and Technical support. Determines team readiness requirements and training plans. Provide mentoring to staff members (1 on 1, call coaching and case review). Analyzing data and trends of potential opportunities to improve efficiencies. Performance Management, Values retention, ability to work cross-functionally/regionally. Publishes a stack ranking on monthly basis. Daily communication with the Client, weekly/monthly/quarterly reporting of contractual metrics.
Sutherland Global ServicesTeam Manager Allianz Project
Oct. 2011 - Feb. 2012SofiaManaging multilingual team – German, French, Spanish, English supporting AGCS employees in Europe (Help desk support); Maintain the team by providing feedback on performance, productivity and behavior –areas of improvement as well as areas of excellence; Analyze, identify and report positive/negative shifts in Customer Satisfaction metrics for all surveys received on daily basis; Meet the specific targets with respect to the Key Result Areas on Customer Satisfaction, Productivity and People; Prepare plans for improvement in the process of work of the consultants, based on audits and according to the guidelines
Sutherland Global ServicesQuality Lead
Oct. 2010 - Nov. 2011Implementing transaction monitoring process as per client requirements, the COPC Standard and as per the in-house process; Providing feedback to the associates/QA Representatives/Tier 2’s; Channel QA inputs into training need analysis; Publish post training activities; Generating reports and communicate the same to the Corporate Quality/Management team/Support team; Provide input on Quality and Training for weekly/monthly/quarterly reviews; Implementing MIPs – Associate, Quality, Trainer; Program analytics (including analysis of end-user complaints end end-user survey feedback). Preparation and participation on WBRs with the Client.
SutherlandSupervisor
May. 2008 - Dec. 2010Providing product & process support to the associates (5 language queues); assisting the associates in the documentation and reporting process; documenting and capturing all events on a daily basis; monitoring and providing feedback on the associate’s performance; handling escalations from the frontline associates, tracking schedule and shrinkage on a daily basis; monitoring KPIs - AHT, ASA, SLA, CSAT, IQA to be in targets, reporting team’s performance
Additional roles:
*Customer Satisfaction reporting and analysis – weekly, monthly, quarterly based on surveys returned. *Tracking and monitoring follow-up compliance on trigger cases (bad surveys returned)
*Invoice team responsible
IBM Global ServicesOTC
Feb. 2008 - May. 2008Monitoring that all payments are received by the respective dates, obtaining and reporting on client credit information; creating and reviewing reporting on customer ledgers. Documenting cash collections activity and escalation issues and disputes raised during the collections process. Involved in month end reporting to the Financial Manager and Project Manager(s), as well as ad hoc reporting
BNP Paribas S.A.- Sofia BranchPayments expert
Jul. 2007 - Jan. 2008Executing all types of outgoing, incoming and in-house payments in BGN, processing of payments via Electronic Bank in Atlas, processing of payments by checks, processing commissions according to the bank’s tariffs
Eurocom Cable Management BulgariaBilling specialist
Jul. 2004 - Jun. 2007Preparing daily outgoing bank payments reports, filling financial transactions documents, registering cost invoices, cash flow management
Issuing invoices for corporate customers, administrating incoming bank payments, solving customers’ problems concerning payments
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