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Work Background
Renesas ElectronicsManager Customer Service, Global Sales & Customer Operations
Sep. 2023 - Apr. 2025Sofia City, Bulgaria
CiscoService Delivery Manager, Cisco
Dec. 2020 - May. 2023Sofia City, Bulgaria• Manage projects and activities in TAC trough a team of 70 people (Technical Assistance Center).
• Actively collaborate with the clients to define their business needs and achieve the financial goals of the division, ensure the team delivers effectively.
• Identify and implement new business solutions with regards to the optimization of the processes in the team.
• Assume full responsibility for the personal management in TAC, including annual goal appraisal, nomination of employees with high potential and other initiatives related to development of the employees in the division.
• Running and facilitating daily stand ups, reviews, and retrospectives, helping the team improve and better practice the agile methodologies.
• Performing analysis on the issues, facilitating discovery sessions, preparing, and reviewing business requirements and functional specifications for complex business processes.
• Ensures quality and efficiency of operations through daily/weekly/monthly analysis of performance results, and designs action plans to improve performance and reach preset SLAs.
• Manage personnel activities - hiring, training, development, and performance management.
• Translate business demand into functional requirements - Define what the capability must achieve including how to measure success.
Xerox / HCL TechnologiesSupply Chain & Logistics European Operations Lead
Aug. 2018 - Aug. 2020Sofia, Sofia City Province, Bulgaria• Responsible for 12 European Supply Chain teams, through optimization of processes, modern systems implementation, automation, developed usage of business intelligence, clever resource allocation, harmonized best practices across countries and project management methodology.
• Accountable for end-to-end supply chain and logistics strategy.
• Manage various recruitment projects within the Shared Service Center. Secure knowledge capture from countries of origin. Staff, engagement and ensure appropriate training and development to the Post Sales and Supply Chain Team.
• Reporting, Process & Project management (leading and supporting projects to improve customers’ experience).
• Develop, implement, and manage operational objectives, drive high levels of performance, goal attainment and service quality in the Supply Chain Organization.
• Control and daily communication with Logistic Managers in the country and perform regular operational reviews with supply chain partners on current business, escalations, reporting and warehouse improvements.
• Work to implement the most cost-efficient operations through process optimization (LEAN), automation (RPA), customer self-service solutions.
• Support and optimize the Continuous improvement strategy across supply chain, procurement, planning and logistics related activities and maintain all variables within the ERP system to optimize efficiency
• Achieve agreed Supply Chain KPIs, linked to SLA, Abandoned Rate, Claims, Warehouse Performance, etc.
• Ensures quality and efficiency of operations through daily/weekly/monthly analysis of performance results, and designs action plans to improve performance and reach preset SLAs.
• Manage personnel activities - hiring, training, development, and performance management.
PhilipsSupply Chain and Logistics Expert South Balkans
May. 2014 - Jul. 2018Sofia • Manual order creation and editing - manage and report Supply Chain databases in the ERP Systems (SAP).
• Control execution of existing Supply Chain policies and procedures and develop new ones - analyze and optimize existing documents flow.
• Monitor shipment progress, handle exceptions during transportation and inform all affected parties in the supply chain.
• Continuous control of the Warehouse flows in terms of Order, Quantity and Quality.
• Supporting continuous improvement process (finance, maintenance, planning, global supply chain).
• Coordinates and supervises warehouse activities - stock ordering and planning process and risks, operating in line with local legislation and business objectives. • General SAP order book overview, Sales & Distribution Documents blocked for delivery, Incompletion Orders.
• Track & Trace of deliveries and shipments – revision of open Order book (backlog, mismatches); delivery terms in case of rush orders / specific requests; pro-forma invoices and Invoices for customers.
• Controlling, monitoring, and reporting of logistic operation figures.
• Backorder and Allocation Management - availability and status of (critical) products - backorder allocation. Scheduling of orders based on customer priority rules.
• Pro-active follow up of delivered orders versus planned / to be expected orders; Management of reservations (Place Keeping Orders). Credit and Debit Management: Entry and issue of credit notes / debit notes; Registration of Financial Complaints (price differences), Order fulfillment.
VIVACOMSupervisor
Apr. 2009 - Sep. 2013Sofia, Bulgaria• Set department objectives and monitor ongoing progress and performance.
• Preparation and approval of procedures, KPIs and trainings according to the goals and priorities of the company.
• Provide leadership to departments under control and manage, coach and develop direct reports and manage high performing teams that deliver continuous improvement, added value and cost reductions.
• Ensure strong communication between teams under leadership to facilitate exchange of information and in order to implement change and improvements
• Complete regular performance reviews, manage attendance, disciplinary issues and procedures as appropriate.
• Recruitment & retention: managing talent and succession planning; taking overall responsibility for recruitment activity and campaigns.
• Revision of reports to identify performance gaps and improve processes. • Investigation of specific cases and manage customer queries.
• Support and participate in customer escalations, providing regular updates and recovery actions on delivery performance. Act as a point of escalation for external and internal escalations.
• Define KPI’s to measure success against these strategies (Short-, Medium- and Long-term plans), develop actions and drive the delivery with an ability to communicate progress across various levels of the organization.
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