Martin Vatchkov

Set expectations of service quality, availability, and timeliness. Build a strong relationship with key customer staff and vendors. Ensure reports are provided to an agreed schedule or on request. Drives process improvements that increase customer satisfaction. Work with the client and IMB System Administrator's teams to identify and manage service improvement activities. Report, communicate, and update relevant stakeholders on account operations.

Assume management responsibility and delivery for the team, including adherence to all manager responsibilities associated with the support delivery processes Being an advocate for client satisfaction, demonstrating the importance of client satisfaction in both words and actions Resolves service and team/employee issues and sets long term plans Lead and direct the team to achieve/exceed KPI’s and SL’s. Attending interviews for possible new-hires Create and update reporting procedures

Workflow Management Perform workload distribution, assign tasks and track execution of both Monitor compliance with targets for Service Level Agreements and Operational Level Agreements Creating and improving current reporting Building training presentations Prepare and supervise team breaks schedule Supervise call and email queues Recommends potential improvements by collecting customer information and analyzing customer needs.

Тhe Helpdesk Technical Analyst I is responsible for providing comprehensive technical support services to support center customers. Work within SLAs including but not limited to average speed of answer, average talk time, abandon rate, hold time and others. Use all available knowledge management tools during a call. Take all necessary steps to ensure customers satisfaction at the end of the call.

The degree covers specialized courses in sciences for risk, geopolitics and security, environmental and technological security, corporate and business intelligence, basics of security, crisis management, and consular law, migration and security.

Managemet, Marketing, Operational management, Psycology, Accounting, Statistics and other