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Work Background
Reward GatewaySenior Product Manager
Jan. 2024Sofia, Sofia City, BulgariaAs a Senior PM in the Core Platform product area, I'm acting as a Group Product Lead for a large product group consisting of 4 product teams. My responsibilities in this role are (but not limited to):
- Addressing tech debt related to lowering membership file processing time
- Simplifying and improving the platform authentication and login experience
- Setting business expectations through group product roadmaps and OKRs
- Being on top of client needs and problems
- Working together with other leaders across the organization to solve complex problems and removing blockers
- Ensuring smooth and stable team and product group operations through proactive performance analysis, communication, stakeholder management and adapting sprint ceremonies and operational processes whenever necessary My achievements are:
- Went through a series of technical and product discovery workshops and successfully deployed a new authentication and registration workflows and user journeys that help Reward Gateway tap into unexplored markets and user groups, enabling them to use our platform friction-free, boosting DAU, new registrations and activations
- Navigated platform-wide release of MFA improvements - Handled multiple incidents and escalations with exposure to large clients and entire business units
- Kept the overall group service desk ticket volume low and easy to manage
- Improved the communication between Product, Engineering, Support and Customer Success
- Raised Support and Customer Success' overall level of understanding of how our platform works in different scenarios and use cases through knowledge sharing
- Worked with other PMs and engineers on their career development, mentoring them through career growth and expanding skills and experience
- Actively worked with tech leads and engineers to address blockers and improve the engineering teams performance by +10%
- Successfully supported the product launches of our platform into multiple new markets
Reward GatewayProduct Manager
Jul. 2023 - Jan. 2024Sofia, Sofia City, BulgariaAs a PM in the Core Platform area, my responsibilities in this role are (but not limited to):
- Addressing tech debt related to lowering file processing time
- Simplifying the platform login experience
- Advocating client needs through gathered feedback during customer meetings, interviews, and discovery sessions
- Building roadmaps and OKRs that reflect the general company strategy but are driven by data and client needs
- Collaborating daily with other PMs, engineers, and Customer Support/Success specialists to resolve client issues My achievements are:
- Decreased the amount of ServiceDesk tickets from about 100 to less than 25 and maintained them at that volume
- Improved the communication between Product, Engineering, Support and Customer Success
- Raised Support and Customer Success' overall level of understanding of how our platform works in different scenarios
- I stepped into entirely new to me product area and became effective in 3 months and profficient in less than 6 months
GrowthMentorMentor
May. 2023Helping startup founders identify the right time to start looking for a product manager within their team and how to set the expectations for the role.
Abrites LTDSenior Product Manager
Dec. 2022 - Apr. 2023Sofia, Sofia City, BulgariaAbrites is among the leaders in developing after-market software and hardware solutions for the automotive world. In this role, I am responsible for a portfolio of software and hardware products for the automotive industry:
- Developed and implemented a new product lifecycle process that improved R&D performance by 20%
- Created a strategy for streamlining and improving 2 products, taking into account all dependencies and details from the process of manufacturing to sales and support
- Created and executed product roadmaps based on customer feedback
- Prepared a product portfolio analysis aiming to shed light on the ROI and state of the product portfolio
Econic OneSenior Product Manager
Jul. 2022 - Dec. 2022Sofia, Sofia City, BulgariaEconic One has a portfolio of software products that further enhances the company's e-bikes and delivers greater experience to customers. In this role I am working with the executive team to: - Develop and execute a product roadmap aiming to further expand and enrich our line of digital products
- Define the scope, goals, growth strategy and action plan for our digital product portfolio - Perform competitive, market, and segment analysis, find and address gaps
- Collaborate with marketing and sales to define market segments and refine approach
- Aligning our digital and physical products feature-wise, closing functionality gaps and thus, making the transition from physical to digital smoother
IBMRelease Manager
May. 2021 - Jul. 2022Sofia, Sofia City, BulgariaIn this role, as part of a software development team, my responsibilities are as
follows, but not limited to: - Supporting sprint planning
- Removing blockers for design, development, and the product teams
- Squad leader of 2 squads focused on two different areas – development and
customer success
- Providing status updates on development's progress to senior management
- Ensuring smooth DevOps process and prioritization
- Identifying issues and defining technical solutions with direct customer impact
- Building technical processes and documentation Within the scope of this role is to build, maintain and enforce processes and process
documentation. The goal is to have smooth and flawless DevOps processes and strict
CI/CD pipeline. Building technical documentation helps us maintain a database of
our technical decisions and the relationship between the different application
components. We collaborate with multiple squads in order to achieve the final scope of the
product. My goal is to motivate and inspire the teams to help each
other and achieve more. As a result, we're picking up the development velocity, resolving
blockers and building more. As a person with a deep technical understanding of the application,
the underlying hardware, services, databases and data itself, I’m able to guide
technical teams to design and develop solutions to complex technical
challenges.
IBMTechnical Product Manager
Mar. 2020 - May. 2021BulgariaIn this job role, I was acting as a Product Manager for a client-facing application (SaaS) that is deployed with hundreds of IBM customers. This role
requires technical knowledge and understanding of how the product
works and how the different components, services and systems interact. Also, I was responsible for financial planning, defining development
roadmap, defining processes and helping document them while
working directly with customers to address challenges. Additionally, I had to:
- Map all application components and create documentation
- Train and support customers and internal teams to use and leverage our application
- Meet customers and understand the problem they are aiming to solve by adopting our
solution
- Get an understanding of whether the customer's problem can be solved and whether their
experience improved by adopting and integrating our application and services
- Collect technical details of the customer infrastructure from both software and
hardware perspective as that could impact the deployed solution
- Have a deep technical understanding of our application, underlying services and how the
different systems interact with each other
- Communicate the required details with all stakeholders from the development,
business and design teams
- Manage the relationship with a 3rd party partner company
IBMTSS Europe Reporting and Analytics Team Lead
Jul. 2017 - Mar. 2020Sofia, Sofia City Province, BulgariaIn this role, I was responsible for 15 team members, acting as their go-to person for technical questions, mentorship and solving problems. At the
same time, I had to manage stakeholders, translate business requirements
to technical team members and prioritize workloads accordingly. While I was on the role, the team has:
- Simplified internal processes and build documentation
- Build newcomer's documentation and processes - Trained, on-boarded and supported new team members, ensuring a smooth start
- Simplified and streamlined metrics and reporting services
- Helped our Delivery organization understand performance on product and employee
level by building different reporting and analytical solutions Personal achievements:
- Team members have built skills and expertise in their respective areas
- Acted as a mentor, trained and motivated 2 team members to find their new place
within IBM
- Was assigned 3 interns, and conducted basic technical training with them, 1 of the
interns has applied and got hired within IBM after the program
IBMTSS Europe Reporting and Analytics Focal Point
Mar. 2017 - Jun. 2017In this role (while still holding my Data Analyst role), I had to: - Guide team members into documenting and streamlining different internal processes
and building new ones while the team was navigating in its early days within IBM
- Help the team manager with onboarding and training newcomers
- Assist the team manager with hiring new team members and expanding the team
- Share knowledge
- Manage stakeholders
IBMData Analyst
Aug. 2016 - Jun. 2017SofiaDelivery Process Analysts act as a supervisory and control function to the support processes for enterprise customers across EMEA. They will enable timely proactive & preventative improvements through validated data analysis to give a clear overview of our service. - Create standard reports and analytics for all international key accounts in Europe - Analyse content against information expectations or specifications - Look for patterns of conformance or deviations Incident analysis – use of call management systems and service level monitoring tools - Root cause analysis - Seek to identify ways of building new rules, insights, metrics and improvement approaches My main goals and achievements were as follows:
- Successfully built and implemented internal processes, boosting the team's performance
- Documented a legacy process, then successfully build and automated it, allowing the senior management team to effectively optimize resources and cut costs across the organization
Telenor BulgariaFraud and revenue analyst
Jan. 2015 - Jul. 2016SofiaIn this role:
- I became proficient in SQL using Microsoft SQL Server and Oracle products
- Used Microsoft SSIS to build workflows that were alerting the team for abnormal or
fraudulent customer behavior
- The newly created and documented automated processes allowed the company to prevent high-cost fraudulent behavior impacting customers, partners and the company itself
- Gained lots of telco industry knowledge related to networks, traffic, fraud patterns, customer
behavior
It360bgComputer Technician
Sep. 2013 - Sep. 2014• Detecting, analyzing and resolving software and hardware problems; • Looking for the best and the cheapest solution for our clients; • Participating in company projects; • Responsible for communication with clients; • Processing clients orders for hardware, software or other electronics
BulsatcomIT Support Technician
Nov. 2011 - Jan. 2012- Root cause analysis of TCP/IP network outages
- Resolving TCP/IP network outages - Communication with customers
- Advising field engineers
- Crisis management
Lulin-NetIT Support Technician
Jul. 2008 - Oct. 2011Sofia, Bulgaria- Root cause analysis of TCP/IP network outages
- Resolving TCP/IP network outages - Communication with customers
- Advising field engineers
- Crisis management
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