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Work Background
Louis Dreyfus CompanyGlobal Service Desk Manager, Digital Technology & Analytics
Mar. 2023 - Oct. 2024Sofia• GSD strategy & roadmap • Managed a team of 40 support staff covering 24/7 global operations • Oversaw the processing of 7000+ monthly service desk requests & incidents across 5 continents • KPI setting & performance management • Project management • Continuous service improvement • 80,000 tickets automated leading to 1.5 FTE efficiency gaining • 80% reduced time in MS Licenses cleaning activities & 450 free up licenses helping cost avoidance. • CSAT automated notifications via MS Teams leading to >25% increase of customer response rate. • SNOW Requests automation getting 2 FTEs efficiency and cost optimisation • INC SOs cleaning gaining avg of 15min time decrease for an INC managemen • Delivered a 15% decrease in incidents age by analysing root cause and collaborating with different cross-functional teams • Enhanced customer satisfaction rating and customer response rate by 10% by streamlining support processes and training • SNOW Multilingual implementation • Acquired different business applications under GSD scope, driving company cost optimisation • Vendor & Budget management
Louis Dreyfus CompanyEMEA Regional Manager Infrastructure & IT Operations, Digital Technology & Analytics
Apr. 2021 - Mar. 2023Sofia, Sofia City, Bulgaria• Regional infra strategy & roadmap • Responsible for regional IT Infrastructure build projects, including raising efficient team to deliver & implement global and regional requirements • IT Site services, including end-user support, network and project support • Build successful project team • Managed a team of 70 support staff across 25+ countries or 65+ sites service coverage • Infra & End-user vulnerability management • Asset management (infrastructure & end-user) • Process implementation & Agile adoption • Client and Customer management • Vendor & Contract management • GWAN & Veeam implementation • New offices and office relocation infrastructure design, built and implementation • Project demand process built and implemented, gaining >90% CSAT across clients • Implemented process and tool for vendor contract management • Achieved cost savings from $3M to $1.5M through strategic project management and process optimisation • Decreased infra legacy from 60% to 5%
Louis Dreyfus CompanyIT Service Desk Manager, EMEA SD & Onsite support
Feb. 2020 - Apr. 2021Sofia, Sofia City Province, Bulgaria• Responsible for regional Service Desk service and Onsite IT support, covering 25+ countries across the region • Service Desk transformation • Service improvement • CSAT improvement driving KPI performance • Vendor management • Client and customer management • Asset management (end-user) • Built from scratch successfully EMEA Service desk structure and team • Split of Service desk and On-site services • Yet built one team culture across the region • 15% increase of ticket logging leading to work visibility and reporting • Transformed customer satisfaction scores from negative to over 90% in regional and global service desk.
SutherlandGlobal Delivery Manager
Feb. 2015 - Feb. 2020Sofia, Bulgaria• Dedicated to one Client • Business development • Contract management • Stakeholders management • Client relation • Project management • Budget management • Process improvement & automation • KPI performance
SutherlandIT Service Delivery Manager
Jan. 2014 - Feb. 2015• Deliver Technical and Customer support outsourced to Sutherland managing different client accounts • Driving KPI performance • Client management • Process improvement • Budget ownership and management • Customer service management and service improvement • Team management • Retained a key client and gained additional business for the company
Allianz BulgariaAgency Manager
Jun. 2010 - Jan. 2014Business manager of a team of 40 members, with the following job specifics: • Client portfolio growth • Client portfolio maintenance • Sourcing & Recruiting • Trainings • People management
VK LeasingCompany Manager
May. 2008 - May. 2009Sofia, BulgariaBusiness manager of a company, serving the needs of 3 leasing companies, with the following job specifics: • Contract management • Stakeholders management • People management • Financial reports • Collections
ING NederlandTeam Manager
Jan. 2007 - Feb. 2008Sofia, BulgariaBusiness manager of a team of 15 members, with the following job specifics: • Client portfolio growth • Client portfolio maintenance • Sourcing & Recruiting • Trainings • People management
Allianz BulgariaTeam Leader
Feb. 2005 - Dec. 2006Sofia, BulgariaBusiness manager of a team of 10 members, with the following job specifics: • Client portfolio growth • Client portfolio maintenance • Sourcing & Recruiting • Trainings • People management
Allianz BulgariaFinancial Consultant
Jul. 2004 - Feb. 2005Sofia, Bulgaria • Client portfolio growth • Client portfolio maintenance • Client relationship management
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