Bulgaria
Experienced Support Manager with a demonstrated history of working in the broadcast media industry. Skilled in Analytical Skills, Creativity Skills, English, Management, and Financial Accounting. Strong support professional with a Associate of Management focused in Еntrepreneurship and Мanagement from Private college of Economics "Bulprogress".
Following on all activities related to Euro program, granted by the government; Making UX/UI activities as: - Personas - User journeys - User flows - Questionaries - Test cases - Researching and creating basic logic rules on the product, related to the user needs Taking care of all company documents flow as an archive, changing, tasks, document tracking
- Analyzing clients issues, which are escalated - Managing the Department workflow - Creating weekly office reports - Handling critical clients cases and communications - Planning and organizing projects related with clients satisfaction according company policy - Writing and correcting the official documentation, related to the department activity - Checking the department's bonus scheme on monthly basis - Scheduling and leading interviews, when new job positions is available - Forwarding the client's tests as Bug reports, when this is proofed - Creating and editing the Department's manual. - Creating and managing the department's shifts scheduler - Leading couple of department projects as: - Office decorating and "Free type" team building - Prioritizing the department's functionalities and lead them to be equal with the company vision for customer care - Handling the management of QA tasks for the whole department - Testing and full investigation of customer cases, - QA tests manage, scheduling and involvement in the testing process - Involvement in few R&D cases, which are related to important client's requirements