Overview
Work history
Education
Skills
Languages
Certification
Timeline
Generic
Maya Petkova

Maya Petkova

Sofia,Bulgaria

Overview

17
17
years of professional experience
1
1
Certification

Work history

Business Transformation Processes Specialist

Yettel.Bulgaria
Sofia, Sofia-Capital
04.2024 - 10.2024
  • 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

Timeline

Business Transformation Processes Specialist

Yettel.Bulgaria
04.2024 - 10.2024

Business Process Specialist

Euro Games Technology Ltd. (EGT)
10.2022 - 04.2024

Junior Process Manager

VIVACOM
02.2019 - 10.2022

Customer Service Representative Back office

VIVACOM
11.2012 - 02.2019

Residential Sales Representative

VIVACOM
06.2007 - 11.2012

Polymer Engineering

University of Chemical Technology and Metallurgy
Maya Petkova