Gergana Palazova

• Partner with customers to understand business objectives, operational needs, and service expectations
• Assess current operational processes and identify improvement opportunities across service delivery and business operations
• Drive standardization and optimization of business processes to improve quality, efficiency, and customer experience
• Manage day-to-day operational support, including incident handling, troubleshooting, corrective actions, and escalation management
• Facilitate internal and external business reviews, aligning stakeholders on priorities, risks, and performance
• Support customer onboarding activities by gathering requirements and clarifying challenges into actionable improvements
• Lead User Acceptance Testing (UAT) for process and tool implementations (twice per year), including coordination and validation
• Participate in solution design discussions, documentation, and end-user support to ensure adoption and sustainability
• Support invoicing processes (client and supplier invoices) and ensure alignment with operational workflows
• Maintain strong customer relationships through proactive communication and regular customer visits

• Supported process onboarding and continuous improvement initiatives in an enterprise environment
• Collected and analyzed user input to support requirement clarification and process enhancements
• Participated in process discussions, documentation, testing activities, and end-user support
• Collaborated with cross-functional teams to align execution with governance and operational standards

• Managed end-to-end procurement operations, ensuring continuity and compliance with internal governance
• Led purchase request management team for a key enterprise client (E.ON), ensuring timely delivery and quality execution
• Improved procurement workflows, policies, and procedures to support standardization and performance targets
• Monitored KPIs and delivered performance improvement initiatives
• Managed supplier relationships, contracts, and service deliverables to optimize operational outcomes
• Acted as escalation point for overdue invoices and process bottlenecks, ensuring resolution and stakeholder alignment
• Delivered internal trainings and knowledge transfer sessions to improve team performance and process adherence

• • Managed end-to-end non-standard service request process from request intake through proposal, approval, and delivery
  • Scoped customer needs and supported definition of functional expectations and solution approach
  • Coordinated cross-functional teams to allocate resources and ensure timely delivery
  • Facilitated daily triage calls to prioritize requests, assign ownership, track actions, and ensure closure
  • Ensured solutions and business cases were clearly defined, documented, and accepted by the customer
  • Performed data analysis and reporting to support performance management and decision-making
  
  

• Created and managed purchase requisitions for multiple German clients, ensuring accuracy and compliance
• Coordinated order processing and vendor communication, tracking deliveries and resolving issues proactively
• Supported uninterrupted supply of goods and services aligned with procurement plans and timelines
• Maintained structured operational data to support reporting and performance monitoring

• prepared lesson plans
• delivered lessons
• encouraged students to communicate in German
• assigned homework
• administrated tests
• evaluated student work
• maintained record
• provided constructive feedback on oral and written work to improve skills and capabilities.

• delivered polite, professional customer service to enhance business reputation through positive first impressions.
• met incoming customers with professional approach and provided friendly, knowledgeable assistance
• covered the reception area at all times
• maintained clean and orderly reception area to impress and welcome visitors.
• welcomed guests and clients in friendly, positive manner.
• processed deliveries
• dealt with queries