Years of experience: 18
ITCustomer ServiceHelp Desk SupportConsultingChief Customer Officer (CCO)Project Manager
Trusted by top professionals
Trust Score
Exceptionally trusted; proven professional excellence.
Marchela's Career Path
Mar. 2023 -Oct. 2024
Louis Dreyfus CompanyGlobal Service Desk Manager, Digital Technology & Analytics
Sofia• 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 acti...
Apr. 2021 -Mar. 2023
Louis Dreyfus CompanyEMEA Regional Manager Infrastructure & IT Operations, Digital Technology & Analytics
Sofia, 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...
Feb. 2020 -Apr. 2021
Louis Dreyfus CompanyIT Service Desk Manager, EMEA SD & Onsite support
Sofia, 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-sit...