Experience

Business Services and Technologies

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

• SAP Consultant

  • Apr 2023 - Present



Atos

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Junior SAP CRM Consultant

  • Feb 2020 - Apr 2023

  -Customizing, consulting and support of the CRM system. -Responsible for the preparation of TSDs. - Participation in various projects and active part of different implementations, testing and post go-live support. -Resolving incident, services requests and change requests. -Mentoring new Team members. -Customizing, consulting and support of the CRM system. -Responsible for the preparation of TSDs. - Participation in various projects and active part of different implementations, testing and post go-live support. -Resolving incident, services requests and change requests. -Mentoring new Team members.



TELUS International Bulgaria

• Bulgaria
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• WFM Scheduling Analyst

  • Feb 2019 - Oct 2019

  Responsible for providing and completing regular scheduling responsibilities and provide schedule analysis and staff recommendations to meet our business goals. Detailed, accurate, and timely completion of scheduling reports. Assisting in the maintenance of WFM data reports to ensure accuracy of historical statistics provided to our customers. - Ensure schedules are generated on a regular basis to maximize efficiency of resources - Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations. - Provide and maintain performance reports - Ensure data integrity within WFM system - Capture, store and report on historical statistics - Provide and create New Hire and Department Shift Bids - Collaborate with multiple VCI staff to identify scheduling requirements. - Establish and maintain communication channels to ensure scheduling and resources are met. - Provide various WFM Presentations such as New Hire Presentation and Department Quarterly Reviews Show less



Atos

• France
• IT Services and IT Consulting
• 700 & Above Employee

• • Jul 2018 - Feb 2019

  ▪ Participate in the design, development and maintenance of the solution for new MDMplatform based on workflows provided by SAP and its integration with ERP, CRM and SSFbackend systems.▪ Responsible for translation of the business needs from countries into technical requirements.▪ Prepare solution requirement documents.▪ Work on delivery on different requirements with third party vendors and with internal ressources.▪ Participate in the technical execution of new SAP ABAP solutions – customized webservices, RFCsand Functional Modules.▪ Manage the Service support process.▪ Provide 3rd Level support, related to the Automated Data Management system.▪ Responsible for creation of fully automated reports to measure SLA of End to End processes.▪ Participate in different projects, related to the business needs Show less

• • Oct 2017 - Jul 2018

  Responsible for the resolution or escalation of incidents and service requests in the points of assist. Responsible for the availability of the systems. Preparation and maintenance of documentation in the area of support. Responsible for the knowledge transfer documentation:• Work Procedures• ManualsDeveloping and maintaining 1ST level training materials and troubleshooting instructions. Service a high level of customer satisfaction. Significant support level of service quality standards. Providing application support for SAP and other business applications so that the issue impact on the business processes would be minimized. Completing successfully all tasks given by the lead or senior specialist. Initiating communication of all repetitive issues and opportunities for improvement of the SAP systems and interfaces. Maintaining derivation tables. Show less



Coca-Cola HBC

• Switzerland
• Food & Beverages
• 700 & Above Employee

• Master Data Management Expert & MD Reporting Key User

  • Feb 2016 - Oct 2017

  Responsibility for Master data management in SAP for several country departments centralized to BSO (Business services organization for Hellenic Coca-colа). Workshops in Talinn and Dublin: take the processes from the respective countries and make presentations, trainings and knowledge transfers to the teams in BSO. Responsibility for the service quality provided by the MDM team to the end users: ensuring that all standarts, controls, templates, service requirements, targets defined by SPA and operational manuals are achieved. Example for such are SOX controls, approvals in workflows, etc. Ensuring that all processes meet the business requirements. Responsibility to update all operational books, procedures and templates. Ad-hoc support of internal and external auditors; strong daily collaboration with upper level application specialists; daily communication with key users from all countries and departments on various planned actions. Ensuring highest customer satisfaction by performing different quality checks and cleansing campaigns including data validation as per defines processes and timelines. Data and root-cause analysis, problem resolving, investigation and data maintenance in Market-to-Cash area. First level of support and assistance of end-users; escalation point of the team; trainer and developer of new-comers. Active involvement in test and simulation periods (on all levels) when there are upgrades and transitions of the used tools; support of the country change management actions. Main escalation and contact person for all Master data related streams. SAP Key user with technical expertise in: CRM, SSF, BW, BPM, ERP including LSMWs and queries. Excellent work with MS Excel, Access, Word. Preparing monthly reports, statistics and presentations according to the business needs and requirements. Preparing daily reports, checks and supervising the team work Show less



TELUS International Bulgaria

• Bulgaria
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• • Jun 2015 - Jan 2016

  Preparing reports on current projects on a daily basis, as well as daily and monthly statistics on the success rate of project staff. Keeping files with a summary of the effectiveness of various projects that are updated daily. Processing databases and daily preparation of information recorded expenses for telephony on all projects.

• • Jul 2014 - Jun 2015

  Preparing reports on current projects on a daily basis, as well as daily and monthly statistics on the success rate of project staff. Keeping files with a summary of the effectiveness of various projects that are updated daily. Processing databases and daily preparation of information recorded expenses for telephony on all projects.

• • Dec 2013 - Jul 2014

  Responsible for acting as a liaison between customers and companies. Assists with complaints, orders, errors, account questions, billing, cancelations, and other queries.



GLOBAL SERVICES BULGARIA JSC

• Bulgaria
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• • Jul 2013 - Dec 2013

• • Jun 2012 - Jul 2013



Mobiltel

• Bulgaria
• Telecommunications
• 700 & Above Employee

• Customer Service Representative

  • Nov 2010 - Aug 2011