Anzhela Stefanova
Manager, Service Assurance
Sofia,Sofia City
Summary
Results-driven professional with nearly 10 years of experience in client-facing and people management roles within global functions. Knowledgeable about streamlining processes, improving operational efficiency, delivering exceptional client service experience and fostering positive team environment.
Core Competencies:
-ITIL Expertise: Deep understanding of ITIL processes within Service Operation.
-Client-Centric Approach: Skilled in understanding client needs, building relationships, and driving satisfaction through proactive engagement and problem-solving.
-Conflict Resolution & Negotiation: Skilled in managing complex situations, leading resolution efforts, and fostering collaboration.
- Escalation & Risk Management: Proficient in identifying escalation triggers, resolving issues proactively, and ensuring structured escalation when necessary.
- Executive-Level Communication: Exceptional written and verbal communication skills, with the ability to engage stakeholders at all levels-from peers to executive leadership.
- Team Management & Coordination: Inspires commitment and fosters a high-performance culture by motivating team members, setting clear expectations, and ensuring accountability.
Overview
9
9
years of professional experience
2
2
Certification
Work History
Manager, Service Assurance
GTT
Sofia City, Sofia City
10.2020 - Current
- Ensure Incident Managers own incidents/requests from ticket escalation to resolution/fulfilment/closure.
- Ensure that the team drive interference as necessary so that normal service operations are restored as quickly as possible whilst meeting the required service levels (SLAs).
- Ensure Incident Management staff fulfil their responsibilities.
- Ensure that staffing and skill levels are maintained by managing shift schedules for the team and across the department.
- Ensure all communication is always clear, concise, meaningful, professional and efficient.
- Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics.
- Ensure work allocation and workload balance is managed.
- Report, manage and own any events that impact the Incident Management team from fulfilling its responsibilities.
- Liaising with Senior Management.
- Perform line-management for all team or department members, including regular 1-2-1s, performance review, development activities.
- Arrange staff training and awareness sessions.
- Coach/guide staff.
- Undertake quality evaluations as needed/defined and provide feedback to staff.
- Ensure regular team meetings with staff to provide them updates on the department and company.
- Act as an escalation point where difficult or controversial calls are received.
- Ensure that tickets are being escalated where progress is stalling, to the correct level or team (managerial or technical) which may include 3rd Parties or other non-Assurance functions.
- Communication with customers - keeping them informed for escalated tickets, acknowledge customer escalations and keep them updated where needed.
- Support the Line Manager / Department Manager, undertaking ad hoc/delegated tasks of a similar level and responsibility as may be required.
Senior Incident Manager, Service Assurance
GTT
Sofia City, Sofia City
04.2020 - 10.2020
Incident Manager, Service Assurance
GTT
Sofia City, Sofia City
03.2018 - 04.2020
- End to end ownership of incidents with potential or actual business impact.
- Ensure that normal service operations are restored as quickly as possible whilst meeting the required service levels (SLAs).
- Own and manage the progress of customer incidents/requests within Operations, clearly recognizing the customer issue and driving to resolution.
- Ensure the frequency of internal/external communications are maintained as needed in a timely manner and is always clear, concise, meaningful, professional and efficient.
- Review and trigger both technical and hierarchal escalations, escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).
- Review and manage customer requests that involve internal GTT departments and external partners.
- Identify problems and raise them to the Problem Management team.
- Review and revise processes, policies and procedures on a regular basis to drive efficiency and effectiveness within Service Assurance.
- Maintain an exceptional level of customer service and experience during any engagements with all departments (internal or external).
- Understanding and familiarity with Customers' services and solutions.
- Provide feedback to appropriate Line Manager on how Incident Management, the Service Desk and supporting functions can improve.
- Provide mentoring and guidance to Service Desk Engineers.
- Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
- Actively participate as required in meetings (customer, 3rd party, internal).
Microsoft Surface Technical Support Specialist
Concentrix
09.2017 - 03.2018
- Providing technical support to Microsoft's Commercial Customers who own Surfaces as their Business devices.
- Ensuring our customers get the best customer experience by providing Real Time Troubleshooting for Hardware or Software issues over the phone or by email.
- Actively listening to customers to understand their issues or concerns; handling customers complaints.
- Researching required information using available resources.
- Gathering customer information and creating support cases using a ticketing system.
Microsoft Critical Situation Manager
Concentrix
Sofia
02.2016 - 09.2017
- Address high priority customer's escalation needs, for critical and high-visibility problems impacting Microsoft's Premier customers and partners.
- Provide timely, reliable and high quality response to complex customer escalations.
- Provide mentor assistance to Microsoft TAMs (technical account managers) and CSS Support engineers regarding CritSit process when required to assure successful execution.
- Interface with various departments within the customer and partner network to drive resolution, up to executive level if necessary.
- Interface with various Microsoft groups to drive resolution, up to executive level as necessary.
- Deliver a high quality customer and partner experience through timely and effective Resolution of customer's issues in the quickest way possible.
- Expand internal visibility of Premier Customers' Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.
Education
Bachelor's Degree - Macroeconomics
University of National and World Economy
01.2015
Master's Degree - Brand Management
New Bulgarian University
01.2017
Foreign Languages and Literatures - General
7th High School "Sveti Sedmochislenici"
Skills
- Customer Service
- Customer Support
- Incident Management
- ITIL Expertise
- Client-Centric Approach
- Conflict Resolution & Negotiation
- Escalation & Risk Management
- Executive-Level Communication
- Team Management & Coordination
Certification
- Cambridge English: Advanced (CAE)
- ITIL Foundation Certificate in IT Service Management
Languages
Bulgarian
English
Personal Information
- Title: Manager, Service Assurance
- Nationality: Bulgarian
Awards
Top Performer Microsoft CritSit, 2016-04-01
Timeline
Manager, Service Assurance
GTT
10.2020 - Current
Senior Incident Manager, Service Assurance
GTT
04.2020 - 10.2020
Incident Manager, Service Assurance
GTT
03.2018 - 04.2020
Microsoft Surface Technical Support Specialist
Concentrix
09.2017 - 03.2018
Microsoft Critical Situation Manager
Concentrix
02.2016 - 09.2017
Bachelor's Degree - Macroeconomics
University of National and World Economy
Master's Degree - Brand Management
New Bulgarian University
Foreign Languages and Literatures - General
7th High School "Sveti Sedmochislenici"
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