Head of Customer Support

• Mar 2023 - Present

IT Project Manager/ IT Team Lead/ Strategical HR Partner

• Mar 2019 - Mar 2023

Successfully leading and managing multiple customer-facing software developing projects simultaneously. Coordinating and leading the activities of different teams, including facilitating Scrum ceremonies such as daily stand ups, grooming sessions etc. Utilizing team feedback, retrospectives and metrics to identify areas of opportunity and work with the teams to continuously improve. Creating and managing tasks in Jira to effectively plan resources and manage project scope. Organizing and leading regular stakeholder meetings to report progress, risks, successes, and failures and to complete the projects within the defined scope, quality, time and cost constraints. Also motivating team members, planning their work schedule and carrying out regular 1x1 meetings and individual progress reviews. Show less

IT Project Manager/ Product owner

• Nov 2017 - Nov 2018

Mapping, analyzing and optimizing processes. Implementing business software Directo and sales software Scoro based on these processes and business directions. Also identifying the development needs of Directo based platform, creating tasks, testing and customizing workflows accordingly, which included assessment and prioritization of the tasks. Creating and updating user guides for new and existing developments and continuous user training and support. Mapping, analyzing and optimizing processes. Implementing business software Directo and sales software Scoro based on these processes and business directions. Also identifying the development needs of Directo based platform, creating tasks, testing and customizing workflows accordingly, which included assessment and prioritization of the tasks. Creating and updating user guides for new and existing developments and continuous user training and support.

Project Manager and Development Executive

• Oct 2016 - Nov 2017

Managing various linguistics projects, which involved daily communication with clients and suppliers, preparation of quotes, budgeting, project planning, careful time management, keeping the projects within the set budget and making sure everything is delivered to the client on time. Moreover, I was responsible for the development of in-house workflows and project management processes to make them more optimized and effective. Managing various linguistics projects, which involved daily communication with clients and suppliers, preparation of quotes, budgeting, project planning, careful time management, keeping the projects within the set budget and making sure everything is delivered to the client on time. Moreover, I was responsible for the development of in-house workflows and project management processes to make them more optimized and effective.

Senior Project Manager

• Jan 2015 - Aug 2016

I started with the company as a Project Manager and my responsibilities included managing a number of linguistic projects with various requirements, volume and deadlines mainly in the medical field. The position demanded daily communication with the clients and suppliers, budgeting, planning of project stages, careful time management, keeping the projects within the set budget and making sure everything was delivered to the client on time. On top of that I was responsible for carrying out constant quality checks, and making sure all required standards were met. This included strict document and version management. I was promoted to a Senior Project Manager role in just 5 months and in addition to the above I had to manage more advanced projects, as well as samples and first jobs for new customers. I was also involved in setting up a new branch of our company in Sofia, Bulgaria. The main tasks for me were to train, guide and supervise the new staff members. Show less

Sales and Development Executive

• Apr 2013 - Nov 2014

I started in the company as a Customer Service Consultant. The key responsibilities in this role were responding to customer enquiries, while offering solutions; maintaining Customer Service’s technical documentation; creating specifications for new program updates; compiling new enhanced user manuals and designing customer document print layouts with XLS. After 11 months I was promoted to a Sales and Development Executive. The responsibilities in that role included CRM and client account management; liaising with other departments and ensuring that deadlines and customer requirements were met; managing contracts while increasing client base; carrying out program presentations and demos; tailoring and selling product packages according to client needs. Additionally I was responsible for implementing the program in a number of businesses, which demanded careful mapping of each company’s workflow, as well as carrying out tutorials. Show less

Product Manager

• Jun 2011 - Mar 2014

I started in the company as a Sales Assistant and my main responsibilities in this role included CRM management, handling all sales related documentation and filing, office and communications management, translation and creation of product certificates and specifications. After 8 months in the company I was promoted to a Product Manager. The tasks in this role included new product selection, sourcing and active sales of products and services. Furthermore, managing, monitoring and analysing sales figures, progress reporting to senior management and developing company’s marketing strategy. In addition, I participated in a number of trade shows to promote the products and looking for more cost efficient alternatives, resulting in product range growth and cost reduction to the clients. Show less