Hristo Borislavov Tserovski
Dupnitsa,Bulgaria
Summary
Driven professional with talent for analysing processes and implementing improvements, coupled with strong problem-solving and communication skills. Proficient in optimising workflows and collaborating with cross-functional teams to achieve seamless operations. Committed to delivering impactful results in my next professional role.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work history
Process Specialist, Invoice to Pay
Kalmar
Sofia
10.2024 - 06.2025
- Conducted data management and business intelligence initiatives to enhance operational insights.
- Supported Global Process Owner in standardizing processes through continuous improvement methodologies.
- Identified new opportunities for improvement, focusing on automation and robotics.
- Assisted with KPIs to evaluate end-to-end process performance effectively.
- Coordinated process development activities alongside parallel Process Owners to ensure alignment.
- Maintained customer satisfaction and SLA adherence in service delivery support.
- Ensured compliance with Internal Control framework within the function's operations.
- Participated in transition activities by analysing country-specific deviations against global processes.
- Executed testing of new features in test & real environment
- Implemented new procedures with a focus on safety and risk management.
- Provided guidance and supervision to junior employees as part of their professional development.
- Created sites, presentations and templates for all company's employees
Assistant, Service Desk, Accounts Payable, Source to Pay
Coca Cola Europacific Partners
Sofia
03.2023 - 10.2024
- Maintained effective partnerships by communicating with vendors through emails and phone calls.
- Streamlined processes via collaboration across various departments within CCEP.
- Managed invoice and credit note tickets to facilitate timely resolutions.
- Expedited invoice approvals through cross-departmental collaboration for timely payments.
- Resolved billing discrepancies in partnership with suppliers.
- Addressed invoice and payment enquiries, liaising with relevant departments for accurate responses.
Senior (VIP) Customer Support Representative
Fuse Media
Sofia
01.2021 - 03.2023
- Resolved client issues swiftly, guaranteeing high satisfaction levels.
- Managed customer accounts through email, telephone, and online chat.
- Engaged in proactive communication to improve customer retention.
- Collaborated with team members to deliver exceptional support.
- Demonstrated excellent multitasking skills under pressure for optimal service delivery.
- Maintained awareness of key sports events for effective planning.
- Provided timely updates on casino and sports betting odds to relevant stakeholders.
- Tracked player bets accurately to ensure fair distribution of winnings.
- Enhanced sales performance with thorough knowledge of product range.
Service Desk Engineer
GTT Communications Inc
Sofia
03.2020 - 01.2021
- Logged all relevant incident and service request details, applying appropriate categorisation and prioritisation codes.
- Conducted first-line investigation and diagnosis using approved tools and procedures.
- Resolved incidents and fulfilled service requests within defined scope.
- Coordinated external technical support for on-site assistance when required.
- Followed up with external technical support organisations until resolution of incidents or fulfilment of requests.
- Escalated incidents at risk of breaching SLAs or out of scope to relevant parties, including internal roles.
- Informed customers of progress throughout the incident/request lifecycle.
- Closed all resolved incidents, requests, and additional queries efficiently.
Technical Software Support Engineer
Tek Experts
Sofia
08.2019 - 03.2020
- Delivered technical support to corporate customers, resolving issues efficiently.
- Collaborated with cross-functional teams to address complex technical challenges.
- Engaged with subject matter experts and escalation managers for additional assistance.
- Collaborated with developers to implement new software features for business growth.
- Coordinated with IT team in troubleshooting complex technical issues resulting in increased operational efficiency.
- Identified and fixed system bugs, enhancing overall performance.
- Conducted regular testing of software updates before deployment for enhanced reliability.
Education
Bachelor's degree - Communications and Information
University of Library Studies and Information Technologies
Sofia 09.2019 - 07.2023
Skills
- Microsoft Office proficiency
- Google Workspace expertise
- ERP systems experience
- SAP expert
- Basware familiarity
- Zendesk management
- Documentation administration skills
- Excellent soft skills
- Driving License, Category B
- SQL knowledge
- Team Leadership
- Product knowledge
- Public speaking
- Ability to prioritize
- Client communication
- Project Management
- Process Improvement
- Quality Assurance
- Multitasking
- Having an ability to work under pressure
Languages
English
Proficient (C2)
Bulgarian
Proficient (C2)
German
Intermediate (B1)
Affiliations
- Nature lover, Sports enthusiast, Reading Books, Cooking, Fashion
Timeline
Process Specialist, Invoice to Pay
Kalmar
10.2024 - 06.2025
Assistant, Service Desk, Accounts Payable, Source to Pay
Coca Cola Europacific Partners
03.2023 - 10.2024
Senior (VIP) Customer Support Representative
Fuse Media
01.2021 - 03.2023
Service Desk Engineer
GTT Communications Inc
03.2020 - 01.2021
Bachelor's degree - Communications and Information
University of Library Studies and Information Technologies
09.2019 - 07.2023
Technical Software Support Engineer
Tek Experts
08.2019 - 03.2020