Ivaylo Ivanov
Sofia
Overview
23
23
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Manpower Employment Agency /Dexcom
04.2023 - Current
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Technical Support Representative
Technical Support (DXC Technologies)
4 2022 - 04.2023
- Responsible for providing high-quality technical support to customers, developers and prospects across the World through email, phone interactions, chats, desktop sharing with customers and by using incident tracking system.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Medical Information Specialist
BiontechCOVID-Vaccines C3i
01.2021 - 03.2022
- Prompt an accurate service to promote customer loyalty for the clients
- Obtains and examines all relevant information to assess validity of complaints and to determine possible causes
- May make outbound calls related to the product or service and / or in follow-up to a customer inquiry
- Ensures that production and quality expectations are achieved and meet or exceed all client contractual requirements.
Projekt Manager
Knowlance AG
02.2014 - 04.2020
- Agreeing project objectives, representing the client's or organisation's interests, providing advice on the management of projects, organising the various professional people working on a project, carrying out risk assessment, making sure that all the aims of the project are met, making sure the quality standards are met, using IT systems to keep track of people and progress, recruiting specialists and sub-contractors, monitoring sub-contractors to ensure guidelines are maintained, overseeing the accounting, costing and billing.
PC Deployment Specialist
Crucell Switzerland AG
09.2012 - 11.2012
- Configuring, Delivering and deployment of IT equipment
- Providing technical support on implementation of the J&J Health Care System installation and its configuration
- PC troubleshooting and upgrade/update due to software deployment
- Uploading and updating information into the database
- Administration and reporting.
Swisscom Help Desk Agent for SBB (Schweizerische Bundesbahnen)
Swisscom IT Services Workplace AG, Bern
04.2011 - 07.2012
- Delivering support to users for software and hardware incidents
- Handling IT issues and requests received via telephone, email or Help Desk application system
- Analysing the problem and forwarding to 2nd level support, if needed.
Dental Technician
Denis Saliu - Dental Laboratory, Bern
11.2008 - 08.2010
- Reading prescriptions or specifications, and examine models and impressions, in order to determine the design of dental products to be constructed
- Creating, altering, and repairing dental devices such as dentures, crowns, bridges
- Testing appliances for conformance to specifications and accuracy of occlusion, using articulators and micrometres
- Placing tooth models on apparatus that mimics bite and movement of patient's jaw to evaluate functionality of model
- Melting metals or mix plaster, porcelain, or acrylic paste; and pour materials into forms or over frameworks in order to form dental prosthesis or apparatus.
Customer Service Representative
Cars BG, Sofia
01.2006 - 05.2008
- Providing customer service support to the organization
- Working as an intermediary between the buyers and the sellers, participating in negotiations
- Generating lists of potential properties that correspond to customer needs
- Preparing offers and organising visits of the property
- Supporting import & export activities.
Sales assistant /part time/
Denner, Bern
02.2003 - 01.2005
- Be involved in stock control and management
- Assisting shoppers to find the goods and products they are looking for
- Being responsible for processing cash and card payments
- Responsible dealing with customer complaints
- Working within established guidelines, particularly with brands
- Giving advice and guidance on product selection to customers.
Sales representative
Radio Extra Bern, Bern
01.2002 - 01.2003
- Contacting prospective customers and selling radio time
- Assisting with the development, writing, and communication of Marketing plans, promotional recaps, creative briefs, project recommendations, and presentations
- Discussing current popularity of various types of programs
- Preparing promotional plans and sales contracts
- Contributing to team effort by accomplishing related results as needed, supporting the organisation of company events.
Account Manager
Safecharge
11.2013
- Deliver positive customer service to build long-lasting relationships with clients
- Listen to each client and gain a deep understanding of their individual needs and desires from doing business with the company
- Direct clients to appropriate products or services that fit their needs
- Generate sales for a portfolio of company accounts to reach the company's sale target goals
- Manage and resolve all conflicts with clients in a timely, efficient manner to ensure repeated business and client loyalty
- Interact and coordinate strategies with sales and customer service team members that are working on the same assigned accounts.
Education
Bachelor of Dental Technology -
Medical College “Yordanka Filaretova”, Sofia
Sofia 01.2005 - 2008.04
High school degree -
German Language School, Sofia
Sofia, 01.1997 - 2001.04
Skills
Team work
Strong interpersonal skills and Excellent communication skills
Good ability to work in multicultural environment
Compliance with the deadlines set in tasks
Ability to work under pressure
Recommendations
Available on Request
Personal Information
Driving License: Yes, active driver
Languages
Bulgarian, German
Native language
German/Swiss German
Proficient
C2
English
Advanced
C1
Bulgarian
Proficient
C2
Certification
PRINCE 2
Timeline
Technical Support Representative
Manpower Employment Agency /Dexcom
04.2023 - Current
Medical Information Specialist
BiontechCOVID-Vaccines C3i
01.2021 - 03.2022
PRINCE 2
04-2019
Projekt Manager
Knowlance AG
02.2014 - 04.2020
Account Manager
Safecharge
11.2013
PC Deployment Specialist
Crucell Switzerland AG
09.2012 - 11.2012
Swisscom Help Desk Agent for SBB (Schweizerische Bundesbahnen)
Swisscom IT Services Workplace AG, Bern
04.2011 - 07.2012
Dental Technician
Denis Saliu - Dental Laboratory, Bern
11.2008 - 08.2010
Customer Service Representative
Cars BG, Sofia
01.2006 - 05.2008
Bachelor of Dental Technology -
Medical College “Yordanka Filaretova”, Sofia
01.2005 - 2008.04
Sales assistant /part time/
Denner, Bern
02.2003 - 01.2005
Sales representative
Radio Extra Bern, Bern
01.2002 - 01.2003
High school degree -
German Language School, Sofia
01.1997 - 2001.04
Technical Support Representative
Technical Support (DXC Technologies)
4 2022 - 04.2023
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