Experience

OPTIX JSC
• Bulgaria
• Defense & Space
• 1 - 100 Employee
• Organizational excellence

  • Apr 2023 - Present


Flow Logic

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

• Process Consultant

  • Jan 2022 - Apr 2023

  Main responsibilities: • Formulate business process solutions for external clients: • Design standards and guidelines for business modeling: • Design and create business process documentation (diagrams, SOPs, policies); • Actively participate in business development and new client attainment. Project portfolio: • Full business process description and re-design, KPIs and reporting tools design, human resource capacity calculation and planning, sales funnel analysis/mapping and KPI design, client journey analysis/mapping and KPI design for medium-sized medical company; • Design of new business process and timeline for implementation in HR for large international company; • Design of HR and Payroll shared service center (roles, reporting structure, hiring profiles, KPIs) for large property management company. Show less



Sutherland

• Information Services
• 1 - 100 Employee

• • Oct 2020 - Jan 2022

  Main responsibilities:• Management of HR Shared Services team, EMEA and global scope:o HR Tier 1 requests for HR systems alterations (promotions, transfers, terminations, etc) and benefits;o HR Admin of Bulgaria, Kosovo and Egypt;o Fixed compensation support for global validations of system data consistency and compliance on internal procedures;o Variable pay bonus scheme for 2000+ managers globally;• Monitoring of HR process KPIs and compliance, incl. ticket SLA and legal compliance;• Weekly coordination of hiring and onboarding;• Ongoing process mapping and update for the whole EMEA team scope: 200+ processes.Project portfolio:• RPA automation for new hire onboarding data transfer between non-integrated systems (hiring platform, core HR system, payroll system, W@H address and benefits preferences database);• Inclusion of approval flow for compensation and position changes within ServiceNOW ticketing platform;• Implementation of Minibot solution for maintenance of employee home addresses and personal preferences for interaction with the administration;• Analysis and compliance on salary ranges and grades availability for the job architecture globally. Show less

• • Feb 2020 - Oct 2020

  Main responsibilities:• Support portfolio of accounts (client contracts) on key operational items: performance metrics (operational KPIs), human metrics (attrition, shrinkage), financial metrics;• Map, optimize and manage E2E HR processes: New hire onboarding, Contract addendums (annexes), Contract terminations;• Conduct LSS YB training sessions.Project portfolio:• Implementation of document management system (DMS) with scanning of all employee files (both active and inactive);• Implementation of qualified electronic signature for all employees;The project won “The Best HR Project of a Large Company for 2020” award at the Annual HR Awards organized by the Bulgarian Association for People Management. Show less



Concentrix

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

• Delivery Excellence Manager

  • Aug 2018 - Feb 2020

  Main responsibilities: • Innovation and continuous improvement for EMEA region (15 countries, >24K employees); • Conduct LSS YB training sessions (live and virtual). Project portfolio: • AHT and service level, Sales funnel improvements, Advisor scheduling efficiencies, Penalty mitigations, Transactional quality improvements, CSAT improvements, Support staff roles & responsibilities and capacity planning, Attrition analysis, Recruitment and training efficiency, Operational analytics (implementation of Power BI/Tableau), Reporting automations. Show less



Raiffeisenbank Bulgaria

• Bulgaria
• Banking
• 1 - 100 Employee

• • Oct 2017 - Aug 2018

  Main activities and responsibilities:• Country single point-of-contact on all Robotics-related topics.• Manage team of 6 RPA developers;• Coordinate project deliverables with all internal stakeholders;• Heat-map analysis for automation readiness;• Automation impact and cost-benefit analysis;• Maintenance of Product Description and Solution Description documents;• Maintenance of process automation pipeline.Related training: Robotics Business Analyst & Developer Training, Vienna, Austria, BluePrism Robotics software Show less

• • Aug 2016 - Sep 2017

  Main activities and responsibilities:• Measure and analyze key processes and identify improvement areas;• Define and implement improvement solutions (i.e. process changes, IT tools change requirements, staff training);• Set process performance metrics and implement process management system;• Calculate correct size of the teams/departments involved in the processes.

• • Oct 2015 - Aug 2016

  Main activities and responsibilities:• Plan and track the COPC pre-certification training and quality activities;• Improve internal audit variance and design internal audit calibration process.Related training: COPC Registered Coordinator training, Belfast, North Ireland

• • Aug 2014 - Oct 2015

  Main activities and responsibilities:• Analysis, creation and re-design of operational processes in CMS platform.

• • May 2014 - Aug 2014

  Main activities and responsibilities: • Quality program improvement (scorecard, agent evaluation system, agent trainings, internal and client quality and training processes).



IBM Global Process Services at Cisco

• • Jan 2014 - May 2014

  Main activities and responsibilities: • Quality program improvement (scorecard, agent evaluation system, agent trainings, internal and client quality and training processes).

• • Sep 2012 - Feb 2014

  Main activities and responsibilities:• Order management support related activities – ticket management (SalesForce), order changes (Oracle 11 and Oracle 12 ERP, OM module).



AII Data Processing

• • Apr 2011 - Aug 2012

  Main activities and responsibilities:• Media monitoring and sentiment analysis of objects of interest in social and conventional media (automobile sector, telecoms, cosmetics, political activists).

• • Oct 2009 - Apr 2011

  Main activities and responsibilities:• Indexation of media articles in English, French and Russian in specialized databases.


Société Générale
• France
• Banking
• 700 & Above Employee
• Intern

  • Jul 2009 - Aug 2009


Central Cooperative Union, Bulgaria

• Expert in Public Relations

  • Jun 2008 - Sep 2008

  - Daily writing of press releases for a national newspaper; - Coordination of the cooperatives for the up-coming press releases. - Daily writing of press releases for a national newspaper; - Coordination of the cooperatives for the up-coming press releases.