Katerina Lazarova
Varna
Summary
Accomplished professional with extensive expertise in process documentation and standardisation, regulatory compliance, and policy development. Demonstrates a strong ability to collaborate with international organisations, regulatory bodies, and government institutions to ensure adherence to legal and operational standards. Proven track record in service quality improvement through systematic problem-solving and performance enhancement. Effective leadership skills foster improved team performance and multi-agency cooperation towards shared objectives. Committed to advancing organisational goals through strategic stakeholder engagement and innovative solutions.
Overview
19
19
years of professional experience
4023
4023
years of post-secondary education
Work history
Microsoft 365 Technology Leader for EMEA region
Concentrix Bulgaria
2023.02 - 2026.02
- Work with support teams, technical leaders and operations to streamline workflows for licensing, billing, and subscription management within Microsoft 365 Commerce.
- Create and maintain internal processes, escalation workflows, and troubleshooting guides, ensuring alignment with industry best practices and Microsoft policies.
- Draft and propose Microsoft policies amendment within area of responsibility in order to improve efficiency, consistency, and compliance across global operations.
- Conduct data-driven audits to identify inefficiencies, monitor service performance, and drive process enhancements for better customer and operational outcomes.
- Act as a liaison between technical teams, leadership, and the client, ensuring seamless adoption of process improvements and policy updates.
- Identify opportunities for process automation and Microsoft 365 tools to optimize workflows and enhance customer experience.
Quality Analyst
Tek Experts
2022.09 - 2023.02
- Conduct internal audits and compliance checks to assess service performance;
- Assist in documenting and refining operational workflows, ensuring consistency in service delivery;
- Identify opportunities for process optimization to improve efficiency and adherence to global quality standards;
- Support implementation of standardized quality assurance frameworks across multiple teams;
- Identify and document best practices and quality processes for customer experience and operational excellence to ensure uniform service delivery.
- Drove changes in workflow patterns based on insights gleaned from intricate data analysis.
- Audited procedures to enhance compliance with industry regulations.
Complaints Handling Officer
Foris Europe
2022.01 - 2022.09
- Developed and maintained internal complaints-handling procedures to align with regulatory standards.
- Conducted root cause analysis on service issues, contributing to process improvements.
- Drafted internal escalation guidelines and resolution workflows for handling customer complaints.
- Provided regular compliance reports and trend analysis to senior management for decision-making.
Office 365 Commerce Subject Matter Expert (Technical Lead)
Concentrix Bulgaria
2020.02 - 2022.01
- Provided mentoring and advising of Microsoft 365 Commerce Support Frontline engineers;
- Provided Second level (Tier 2) of support for any kind of Commerce – Billing and Licenses issues experienced by customers, deal with escalations to Tier 3 and provide Action plans to resolve variety of issues experienced by Premier and Enterprise customers
- Investigated and resolved issues experienced within Microsoft 365 Commerce - subscriptions, licenses, payments etc.
- Created and refined internal process documentation for handling Microsoft 365 licensing and billing issues.
- Provided guidance on troubleshooting workflows and escalation procedures to ensure efficiency.
- Assisted in drafting process amendments to improve customer service quality and response times.
- Acted as a liaison between frontline teams and escalation management, ensuring smooth process execution.
Technical Support Associate III, Office 365
Concentrix Bulgaria
2018.10 - 2020.02
- Provided high level of customers support on following Office 365 technologies: Security and Compliance, Exchange Online, Outlook and Commerce, using variety of troubleshooting techniques and thorough technical product knowledge.
Expert in designing legal, regulatory and operational frameworks covering safety and security in connection with sport events
Independent and international expert
2018.08 - 2018.10
- Researched and drafted national security and operational frameworks under an EU-funded project.
- Developed legislative proposals and regulatory guidelines for security operations across EU Member States.
Head of Unit within National Police Chief Directorate
National Police Chief Directorate
2015.12 - 2018.08
- Organised and dealt with all administrative tasks as a head of unit to ensure appropriate work flow and completing tasks within respective timeframes and deadlines;
- Planned, organised and coordinated overall activities of the team as well as supervised and controlled their timely and quality delivery of all tasks;
- Ensured and monitored the subordinate staff compliance and competence in all work practices and standard operation procedures in place through performance reporting and identification of variety of duty needs;
- Provided guidance, advising, mentoring and monitoring over the performance of 28 state regional structures tasked to work on providing safety and security during sport events;
- Prepared and provided regular reports to High level management, including Minister of Interior, General Secretary of MoI for tasks status, achievements and work related developments;
- Planned and delivered tasks on joint Council of Europe and Council of EU Project - ProS4+ both on national and international level;
- Developed and implemented national legal frameworks and operational policies for security in sporting events.
- Drafted standardized risk assessment procedures and compliance protocols for security operations.
- Led a multi-agency collaboration to align security processes with EU and Council of Europe standards.
- Chaired an EU working group during Bulgaria’s EU Presidency, leading the drafting of two Council Decisions.
- Contributed to international policy development through participation in the Council of Europe’s Standing Committee (T-RV).
- Managed relationships for international cooperation with global organizations incl. but not limited to FIFA, UEFA, Council of Europe, Council of EU, police structures within EU, football club representatives;
- Took part as a speaker and trainer in many international (Council of EU, Council of Europe, CEPOL) trainings;
- Member of the executive body of a Council of Europe conventions.
- During Bulgarian Presidency of Council of European Union chaired an EU experts working group and prepared and delivered EU Presidency work flows, identified priorities, steered preparations and procedures for adopting two Council Decisions and drafted their respective texts, subsequently unanimously agreed by European experts drawn from all States within the EU and beyond.
- Elected as a member of the Executive Bureau of Standing Committee (T-RV) of the Council of Europe (CoE). As a member of the Bureau, proactively participated in determining Council of Europe priorities in a unique and specialist area of work, notably in respect of providing expert advice to the hosts of the 2018 World Cup in Russia and World Cup 2022 in Qatar.
Criminal Intelligence officer
National Police Chief Directorate
2014.09 - 2015.12
- Planned and timely delivered diversity of tasks in pre-investigation stage to solve financial crime cases;
- More details could be provided upon request
Expert in National Information Centre for the Security of Sport Events /NFIP/
National Police Chief Directorate
2009.12 - 2014.09
- Dealt with administrative tasks such including but not limited to correspondence, documentation flow, leave schedules, handling communication with National and International stakeholders and Partners;
- More details could be provided upon request
Escort officer
European Union Rule of Law Mission – Kosovo
2011.09 - 2012.06
- More details could be provided upon request
Team leader /Escort officer in international environment/
International (hostile) environment
2006.11 - 2009.06
- Planned and organised on daily bases all tasks on preparatory and execution phase of providing escorts on high and top risk prisoners;
- More details could be provided upon request
Education
Master of Journalism -
Sofia University St Kliment Ohridski
Bachelor of Bulgarian Philology - Philology
Plovdiv University Paisiy Hilendarski
PlovdivSkills
- Process Documentation & Standardization – Experience in developing structured workflows, internal policies, and compliance frameworks
- Regulatory Compliance & Auditing – Strong background in ensuring adherence to national and international legal and operational standards
- Policy & Procedure Development – Skilled in drafting national laws, procedural frameworks, and operational guidelines
- Stakeholder Collaboration – Ability to coordinate with international organizations, regulatory bodies, and government institutions
- Service Quality & Performance Improvement – Expertise in analyzing service processes, identifying gaps, and recommending improvements
- Challenges and Problem Solving: systematic and successful approach comprising in-depth analysis of each and every challenge designed to develop solutions based on established good practices, customized to meet specific circumstances, needs and imperatives
- Leadership: highly experienced and effective leadership skills both in respect of managed staff and internal and external stakeholders, evidenced by consistent and continuous improved team performance and encouraging and stimulating multi-agency national and international stakeholders to adopt proposals and work in harmony in meeting shared objectives and outcomes
Languages
Mother tongue – Bulgarian
English Language
- C1 certification course at Ministry of Interior Academy;
- C1 certification course for specific terminology at Ministry of Interior Academy;
- Terminology of Council of EU at British Council;
Understanding: Listening C1, Reading C1
Speaking: Spoken interaction C1, Spoken production C1
Writing: C1
Courses
- Chairing the meetings of working groups/bodies of the Council of the EU 12-14 July 2017 Consortium EIPA and ENA
- Communication and public speech 14-15 September 2017 Organizer: Institute of international relations Clingendael
- Crise management 09 Nov 2017 Institute of international relations “Clingendael”
- Documents and document flow of the EU 11-12 September 2017 Consortium EIPA and ENA
- EU legislative process and the practice of the trialogue after the Lisbon Treaty. Strategies and tactics for lobbying 25-27 April 2017 Institute of international relations Clingendael
- Negotiations 6-8 Nov 2017 Institute of international relations “Clingendael”
Computer skills
- - Windows and MacOS
- - high user level knowledge in Microsoft Office applications – Outlook, SharePoint, OneDrive, Microsoft Teams, Office pack – Word, Excel, PowerPoint
- - Google pack – Gmail, Slack, Drive
- Excellent presentation delivery
- Clean driving license category B
Timeline
Microsoft 365 Technology Leader for EMEA region
Concentrix Bulgaria
2023.02 - 2026.02
Quality Analyst
Tek Experts
2022.09 - 2023.02
Complaints Handling Officer
Foris Europe
2022.01 - 2022.09
Office 365 Commerce Subject Matter Expert (Technical Lead)
Concentrix Bulgaria
2020.02 - 2022.01
Technical Support Associate III, Office 365
Concentrix Bulgaria
2018.10 - 2020.02
Expert in designing legal, regulatory and operational frameworks covering safety and security in connection with sport events
Independent and international expert
2018.08 - 2018.10
Head of Unit within National Police Chief Directorate
National Police Chief Directorate
2015.12 - 2018.08
Criminal Intelligence officer
National Police Chief Directorate
2014.09 - 2015.12
Escort officer
European Union Rule of Law Mission – Kosovo
2011.09 - 2012.06
Expert in National Information Centre for the Security of Sport Events /NFIP/
National Police Chief Directorate
2009.12 - 2014.09
Team leader /Escort officer in international environment/
International (hostile) environment
2006.11 - 2009.06
Master of Journalism -
Sofia University St Kliment Ohridski
Bachelor of Bulgarian Philology - Philology
Plovdiv University Paisiy Hilendarski