Customer Service Manager

Zlatin Popov

Sunnyvale, CA ***** 669-***-**** ******.*****@*****.*** http://www.linkedin.com/in/zlatinpopov/

INFORMATION TECHNOLOGY ǀ SENIOR MANAGER ǀ CUSTOMER CARE

Specializing in technology infrastructure enhancements, team leadership, and customer care.

Dynamic Program Lead with over 12 years of IT experience designing successful operations, driving high-impact projects and business initiatives across a broad spectrum of highly complex information systems, modern technical tools, and sophisticated networks.

Empowers and mentors talented teams by promoting organizational-wide productivity and a positive work environment. Encourages open communications and inspires new ideas for advancing key initiatives.

Serves as an innovative leader to identify business resources, customer needs, assess challenges and revitalize technical solutions that mitigate risks, optimize performances, and improve service delivery. Impressive track record of executing, quality assurance, management, and operational scale.

Interpersonal and collaborative communicator focused on company goals and a positive customer experience. Adept at navigating a challenging, fast-paced, dynamic, digital working environment.

CORE QUALIFICATIONS

Disaster Recovery Research ǀ Support ǀ Team Leadership & Guidance Personnel Management ǀ Solutions Engineering Project Management ǀ Resource Allocation ǀ Customer-Centered Insights ǀ Customer Satisfaction ǀ Customer Support ǀ Vendor Management ǀ Risk Mitigation Product Development Solutions Cost Controls & Efficiency ǀ Compliance ǀ Service Operations ǀ Operations Management ǀ Service Deployment M&A Integration Financial/Data Analysis Strategic Planning ǀ Customer Analysis & Operations ǀ QA

PROFESSIONAL EXPERIENCE

GTT Communications Inc. 02/2016 to 01/2020

A global Tier 1 internet network providing a comprehensive suite of cloud networking services, serving international and global enterprises, governments and universities as well as the world’s largest telecoms operators and OTT providers.

Manager ǀ Customer Operations

Responsible for the success of three cross-functional teams, each receiving top marks for performance and streamlining business operations.

Accountable for the implementation of a new staffing training process, workflows, and profiling up to 40 engineers with corresponding strengths and abilities.

Reduced employee turnover by 40% by establishing several incentive programs and career advisement initiatives to identify, mentor, and support top-performing staff members, improving the overall team structure.

Demonstrated a focus on customer success by consistently achieving a customer satisfaction rate above 90% for three+ years.

Mentored and developed cross-functional teams for up to 65 people with varied specialties, using effective training, coaching, development, goal-setting, and constructive feedback.

Evaluated personnel performance by establishing new KPI measurements and introduced training and/or improvement plans to more than 50 new hires, maximizing the onboarding process, productivity, efficiency, and a team-centric culture.

Improved operational services by problem solving, organizing and coordinating complex migration projects through planning, gathering requirements, testing, launching, documenting/reporting, and analyzing final performance to determine corrective actions (virtual machines, virtual conference rooms, and DNS Services).

Investigate, monitor, and assess IT infrastructure to measure design, performance, and recommend action plans that enhance innovation, upgrade, or replace components.

Cultivate trust amongst onshore/offshore vendors, consumers, service providers, and contractor relationships acting as a liaison to negotiate and execute service contracts, including leadership in operational review meetings and collaboration with upper management; guaranteeing customer success.

Noted Accomplishments:

oAwarded the GTT Super Star Award of the month (August 2019) in addition to several recognitions on the Wall of Fame.

Hostway Services Inc. 06/2009 to 02/2016

A leader in delivering managed multi-cloud solutions across reliable, secure, and scalable infrastructure, serving thousands of customers across four continents and 14 data centers worldwide.

Customer Service Team Leader

Supervised a cross-functional team of 25 customer service representatives, finance and operations professionals, resulting in the creation of Hostway’s Customer Service Team. Recognized for strategic planning while resolving problems and balancing shifting priorities to streamline operations by training staff on internal systems within three weeks.

Promoted from technical support to a Team Lead position after outsourcing the project from Texas; responsible for recruitment, hiring and training a team of 25 people on essential company systems and practices.

Surpassed the project’s objectives to take 30% of the company’s call volume by the third week; met targeted call volume benchmark ahead of schedule by the second week of training/project implementation.

Responsible for the team’s success in exceeding project’s objectives of taking a 100% of the call volume by the end of the first month of implementation; expected timeframe for meeting the objective was two months of training.

Reduced customer complaints by effectively handling over 150 escalation calls per month and displaying understanding and empathy.

Improved team morale by providing consistent team guidance, prioritization, data analysis, and constructive feedback, including rewards and company-wide recognition; consistently built segmentation and prioritization on customer needs while improving processes across a suite of customer-facing services.

Noted Accomplishments:

oMatured and standardized the company’s service delivery platform, increasing overall customer satisfaction (CSAT) and (SSAT) outcomes.

EARLY CAREER EXPERIENCE

Technical Support, Hostway Services Inc. 06/2008 to 06/2009

Technical Support Analyst, Aplus.Net 04/2007 to 06/2009

EDUCATION & CREDENTIALS

Bachelor of Science, Computer Science- Technical University of Sofia, Europe

Sofia Vocational High School of Electronics John Atanasoff, Computer Studies- Europe

Certifications/Training

Basic NetApp Configuration and Administration Certified, 2019

ITIL Foundation, 2017

TECHNICAL PROFICIENCIES

Software Platforms

Windows Server (2003-2016), Linux (Red Hat, Ubuntu, Suse), macOS, iOS, Android, VMware vSphere

Networking

TCP/IP, VPN, DNS, SSH, MPLS

Infrastructure

Server Hardware/Software (HP, Dell, IBM), Storage and Backup services - SAN/NAS (3PAR, NetApp), Cloud technologies (IaaS, PaaS, SaaS), Business Continuity and Disaster Recovery

Tools/Applications

VMware Suite, MS SQL, IIS, DataDomain, Netbackup, Nagios, Antivirus, Google Suite, Microsoft Office Suite, SharePoint, AD, LDAP, JIRA, Siebel, SalesForce, ServiceNow, ZenDesk, Workday

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