Mihail Berovski
Sofia
Summary
Accomplished professional with expertise in developing operational procedures and a strong awareness of data privacy regulations. Demonstrates exceptional skills in customer negotiation, service transition capability, and service level agreement management. Proven track record in relationship management and implementing continuous improvement strategies to enhance organisational efficiency. Committed to leveraging these competencies to drive business success and foster long-term client relationships.
Overview
18
18
years of professional experience
9
9
years of post-secondary education
Work history
Account/Service Delivery Manager
C3i/HCLTech
Sofia, Sofia-Capital
07.2015 - 10.2025
- Optimised resource allocation, maximising productivity and minimising wastage.
- Improved process efficiency with the implementation of innovative solutions.
- Managed large-scale projects, ensuring timely completion within budget constraints.
- Led cross-functional teams, improving interdepartmental coordination.
- Oversaw change management initiatives, ensuring smooth transitions during organisational restructuring periods.
- Coordinated with multiple stakeholders, ensuring alignment of goals and objectives across departments.
- Worked closely with product development teams for customising offerings according to client needs.
- Achieved client satisfaction by managing key accounts effectively.
- Negotiated contracts to secure profitable deals.
- Managed business relationships to ensure loyalty and long-term commitment.
SME/Supervisor
C3i/HCLTech
Sofia, Sofia-Capital
11.2009 - 06.2015
- Improved team's technical skills with comprehensive training programmes.
- Assimilated complex information quickly, enabling timely decision-making.
- State-of-the-art techniques applied in research studies led to groundbreaking results.
- Increased understanding of complex subject matter by conducting in-depth research.
- Devised innovative teaching methods to ensure thorough grasp of subject matter.
- Consulted regularly with clients about their needs and requirements, ensuring high levels of satisfaction.
- Provided expert advice on subject matter to senior management team.
- Implemented new strategies for improved knowledge transfer.
Support Agent
C3i/HCLTech
Sofia, Sofia-Capital
01.2008 - 10.2009
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Increased customer satisfaction by resolving issues.
Education
Medicine
Medical University
Sofia, Sofia-Capital 09.2000 - 07.2009
Skills
- Development of operational procedures
- Data privacy regulations awareness
- Customer negotiation
- Service transition capability
- Service level agreement management
- Relationship Management
- Continuous Improvement implementation
Languages
English
Advanced (C1)
Timeline
Account/Service Delivery Manager
C3i/HCLTech
07.2015 - 10.2025
SME/Supervisor
C3i/HCLTech
11.2009 - 06.2015
Support Agent
C3i/HCLTech
01.2008 - 10.2009
Medicine
Medical University
09.2000 - 07.2009