Experience

Tollanis Solutions, Inc.

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• • Sep 2022 - Present

• • Jun 2022 - Sep 2022



Riley Cillian

• Hong Kong
• Technology, Information and Internet
• 1 - 100 Employee

• Customer Support Manager

  • Jan 2022 - Apr 2022

  Optimized the existing support team and prepared the team for scaling by: 1) Translation of customer support tickets into business actions for improvement of the product (identified delay for customer payments and fixed with the payment provider; Feature request process introduced to translate tickets into product improvements and actions) 2) Deployed workflow changes in handling tickets, capturing knowledge and providing support that led to 20% efficiency gains by the introduced improvements 3) Conducted time & motion study to identify 30% FTEs reduction is feasible, by improving the team’s performance 4) Identified automation and chat/knowledge base workflows to reduce 30% FTEs 5) Introduced automated translation responses and customer help centers in 11 languages (more than 50,000 emails/week are now in native languages) Show less



Crossover for Work

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Customer Support Manager

  • Oct 2018 - Jan 2022

  Due to the pace of the company, I went through various roles in my tenure: 1) Customer Support Manager - Leading teams of technical support agents, delivering high NPS/CSAT results and high productivity 2) Support Import manager - Driving the support import process of newly acquired companies, ensuring proper Knowledge Transfer and Agent onboarding process (Imported 5 different products in the company's portfolio) 3) Product Success Manager - Responsible for a portfolio of products, reporting performance of centralized support teams to the Business Unit, identifying improvements to achieve better customer NPS/CSAT, reduce the cost of support, improve the Knowledge base, shift-left, etc. 4) Knowledge Curation Manager - Leading a team of Technical SMEs, responsible for writing Knowledge Articles content that was used by support agents 5) Systems/Platforms manager - Driving improvement and automation projects, RPAs, Platform deployments - Configuration of Zendesk, Created a Zendesk Answer Bot business case (delivering $1M annualized cost reduction) and configured it personally for various channels, deployment of Amazon Connect, built sophisticated phone system that offers self-service to customers and reduced costs ($0.2M annualized cost reduction) 6) SaaS Monitoring Manager - Leading an automation team that improves the deployment and maintenance of SaaS monitoring on AWS, decreasing 12x the speed of an import within 4 months Due to the company's nature (only remote work), I've learned how to work with and lead remote teams, how to improve the quality of remote work within the teams, how to drive asynchronous communication and multi-time-zone work, building proper quality management, leading to top-quality deliverables. Being Lean Six Sigma Black Belt certified and having technical skills/knowledge allowed me to identify great cost-saving projects, drive them towards completion, create the Roadmaps, and actively participate in the actual implementations. Show less



EXL

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• • Jan 2018 - Oct 2018

  Responsible for the Quality and process improvements for all F&A EMEA clients of EXL (10+ clients)- Responsible for the set up and maintenance of the Process Improvement department and quality mechanisms- Leading Lean Six Sigma projects across clients- Identifying and analyzing opportunities for improvements- Process optimizations at process, client and Sofia Center level- Cross-location opportunity identification and improvements- Conducting Lean Six Sigma Green Belt trainings- Mentoring Green belt certified managers to complete projects- Driving automation and robotics implementation- Leading a team responsible for reporting, quality and automation for Sofia center Show less

• • Nov 2015 - Dec 2017

  Responsible for the Quality and process improvements for all F&A EMEA clients of EXL (10+ clients)- Responsible for the set up and maintenance of the Process Improvement department and quality mechanisms- Leading Lean Six Sigma projects across clients- Identifying and analyzing opportunities for improvements- Process optimizations at process, client and Sofia Center level- Cross-location opportunity identification and improvements- Conducting Lean Six Sigma Green Belt trainings- Mentoring Green belt certified managers to complete projects- Driving automation and robotics implementation- Leading a team responsible for reporting, quality and automation for Sofia center Show less

• • Feb 2016 - Jul 2016

  Participated in Transformation consultancy project for one of the biggest Insurance companies in the world. Led the team responsible for Claims in the DACH region. Transformation analysis on the core processes has been performed, to identify potential Lean, Analytics, Technology, Automation and Robotics improvements. Post transformation analysis on Shareability scale, providing in-sourcing and outsourcing opportunities for the client. Main tasks and responsibilities:- Conducted and led meetings and interviews with the high-level management of the client in the respective countries- Detailed capturing and understanding of the end-to-end processes- Collection and analysis of data relevant to the project- Identification of improvement opportunities in Lean, Analytics, Automation, Technology and Robotics- Calculation of Business impact and FTE benefit of the suggested improvements- Post-transformation analysis on Outsourcing and In-sourcing opportunities for the client- Identification of showstoppers, such as legal restrictions - Preparation of reports and presentations for the client side and EXL management & presenting in front of the client Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Manager for Microsoft Office 365

  • Sep 2013 - Nov 2015

  Working on the Microsoft Office365, leading the German support team of 40+ people, supporting all German speaking customers in EMEA. - Leading a team of technical engineers providing break and fix services to Microsoft customers experiencing issues with Exchange, MS Lync and SharePoint. Cloud and hybrid environment. - Responsible for distribution and lifecycle of all incoming customer requests - Accountable for quality and efficiency aspects of the incoming requests - Responsible for operational metrics and processes related to the workflow (Case Age, Backlog, MPI, Case/Phone SLA, Process Adherence, Customer Satisfaction, Review) - Works with a team of technical (L1 and L2/Tech Leads) and non technical stuff in a senior capacity - Creates action plans for performance improvement. Personal improvement plans including all the SLAs for the engineers. - Conducts performance reviews/regular team meetings/monthly 1-2-1s with every team member - Creates and deploys case handling and team processes Pro-activities: - Led the technical training for new-hires - Developing Engineers for Management/Technical roles - Represented the company for a student program in the Technical University Sofia - Represented the company in front of new potential clients - Participated in several TM trainings - One of the highest results for a TM within the whole company in the yearly employee surveys Show less



Hewlett-Packard

• United States
• Information Technology & Services
• 300 - 400 Employee

• • Feb 2013 - Sep 2013

  Working on critical incidents, raised by the HP clients (Adidas, Rolls Royce, Carl Zeiss, Adecco etc.). Gathering and coordinating the HP deep technical support for faster resolution. Communicating with the customer's management to discuss the situation during the ongoing escalation.Activities:- Driving and managing incidents with highest possible priority.- Responsible for gathering the necessary technical teams and deep technical resources at one place and coordinating them.- Customer Relationship Management: Set expectations with customers and/or internal businesses/end users within defined parameters. Responsible for communication between HP and the client.- Incident Management: Resolve routine in-scope technical incidents independently. Work with team members to resolve more complex incidents.- Teamwork: Work as part of a team, which may be virtual and/or global. Typically advises or sets direction for single customer/small group of similar customers or country or sub region.Pro-Activities:- Onboarding accounts and customers to the Critical Incident Management process. Aligning criteria and coordinating with the Account delivery managers of the respective account/client.- Participating and leading Continuous Service Improvement meetings.- Presenting the CIM processes in front of the customer highest level of management.- Supporting the internal SharePoint site and helping in developing it. Show less

• • May 2011 - Feb 2013

  IT Service; Main activities and responsibilities Working at Microsofts Office365 Cloud computing. Supporting German and english speaking clients. Supporting: Exchange Servers, Active Directory, Outlook, Live Meeting, Lync, Sharepoint. Cloud computing.-Resolve customer issues using the tools and systems available -Complete follow-up actions as appropriate, e.g. dispatch materials, send communications, escalate problems. -Retain ownership of each case until problem is resolved or resolution is identified -Observe strict compliance to licensing, copyright and trademark legislation -Protect confidential, sensitive information and materials -Remote session with customers -Powershell scripting -VBS Additional Activities:-Assist with day-to-day trainings/mentoring for the new hires-Reviewing and approving trainings provided by Microsoft-Conduct trainings for all agents-Working on a different projects linked to the team targets-Team Manager Back-up-Mentoring-Technical Reviews of the most complex and oldest cases-Distributing daily tasks-Chosen by Microsoft for conducting post-trainings exams for the newhires prior start working for Microsoft Show less



Direct.BG Ltd

• Bulgaria
• Freight and Package Transportation
• 1 - 100 Employee

• System Administrator and Project manager

  • Aug 2009 - May 2011

  Main activities and responsibilities as Sys Admin: -Supporting a small office Main activities and responsibilities as project manager: -Co-leading and participating in a small project of 10+ people. -Distributing the work and the tasks. -Reviewing the finished tasks. -Chasing deadlines for the entire team. Main activities and responsibilities as Sys Admin: -Supporting a small office Main activities and responsibilities as project manager: -Co-leading and participating in a small project of 10+ people. -Distributing the work and the tasks. -Reviewing the finished tasks. -Chasing deadlines for the entire team.



Paraflow Communications

• Bulgaria
• IT Services and IT Consulting
• 1 - 100 Employee

• IT Specialist

  • Jul 2009 - Aug 2009

  IT Service, Practice; Main activities and responsibilities Solving Software and Hardware problems on call IT Service, Practice; Main activities and responsibilities Solving Software and Hardware problems on call