Responsible for review, designing and description of existing and new customer related processes and procedures;
Responsible for gathering requirements, providing legacy processes inputs and preparing description of new customer related processes and activities to projects leading to change in business rules, customer journeys, systems and tools;
Prepare and review corporate documents - business processes description, company procedures, manuals, guidelines, instructions, decisions;
Participate in workshops, sessions for understanding and describing processes, rules and customer journey, along with process owners;
Capture and understand business impacts coming from new processes created, as well as taking care for all legal and regulatory aspects of the new processes parts to be properly addressed;
Participate in demo and testing activities of new processes, systems, tools, ensuring all processes and requirements are covered;
Collaborate with colleagues from different company units to discuss and align changes in the respective processes - including definition and description of the impact, preparing materials like instructions, manuals, procedures;
Business Process Specialist
Euro Games Technology Ltd. (EGT)
Sofia, Sofia-Capital
10.2022 - 04.2024
Analyze existing processes to identify inefficiencies and areas for improvement;
Design new processes or modify existing ones to optimize performance;
Assess compliance with internal policies, industry standards, and regulatory requirements;
Identify and evaluate financial and operational risks within the organization;
Monitor the implementation of audit recommendations and assess their effectiveness;
Conduct follow-up audits to ensure corrective actions are taken;
Work closely with other departments to gather information and ensure accurate assessments;
Collaborate with external auditors and regulatory agencies as necessary;
Junior Process Manager
VIVACOM
Sofia, Sofia-Capital
02.2019 - 10.2022
Analyze existing processes to identify inefficiencies and areas for improvement;
Design new processes or modify existing ones to optimize performance;
Work closely with other departments (e.g., operations, quality assurance, supply chain) to ensure alignment and efficiency across the organization;
Act as a liaison between teams to facilitate communication and collaboration;
Customer Service Representative Back office
VIVACOM
Sofia, Sofia-Capital
11.2012 - 02.2019
Manage and process customer orders, ensuring accuracy and timely fulfillment;
Update customer information and order status in the system;
Collaborate with other departments (e.g., sales, logistics) to address and resolve problems;
Assist frontline customer service representatives by providing information and updates as needed;
Generate reports on customer service metrics and performance for management review;
Residential Sales Representative
VIVACOM
06.2007 - 11.2012
Stay up-to-date with the latest TELCO products, services, and industry trends;
Clearly communicate the benefits of various plans and services, including pricing, features, and promotions;
Education
Polymer Engineering
University of Chemical Technology and Metallurgy
Sofia, Sofia-Capital
Skills
Communication - Effective verbal and written skills;
Teamwork - Ability to collaborate well with others;
Problem-Solving - Strong analytical and critical thinking abilities;
Adaptability - Flexibility in changing environments;
Technical Proficiency - Relevant software or tools related to the field;
Computer skills - Good command of Microsoft Office™ tools, Jira, Confluence, Visio, Miro;
Languages
English
Upper intermediate
Certification
Internal QMS Auditor ISO 9001:2015 Quality Management System - LRQA
<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.