Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
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
Intch is a Professional Networking App for the Future of WorkSee more people like Marchela on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
650037 people
20
Customer Service Representative @ ResultsCX
16
Team manager Implementation @ Payhawk — Business spend, reinvented.
18
Project Manager @ Metrica
61450 people
16
Director @ Modena Consult Ltd
16
Computer Specialist / Tech. Support @ HCL Technologies
15
Relationship Manager @ TeKnowledge Ltd.