Nikolay Naydenov

Overview:
Led three cross-functional teams supporting internal operations across Platforms, Automation, and Access Management. Responsible for strategic direction, cross-team alignment, and managing technical vendor engagements and implementations.

Key Responsibilities & Achievements:

• Enterprise Software & SaaS Implementations:
  Spearheaded the implementation and adoption of multiple internal systems, collaborating with cross-functional stakeholders to gather requirements, prioritize initiatives, and deliver scalable solutions.
  Maintained high-quality documentation for all ongoing system integrations.
• Team Leadership:
  Platforms Team: Oversaw core internal systems including CRM, ticketing, and telephony solutions for customer-facing and support teams.
  Automation & Deflection Team: Led the design, QA, and iteration of a proprietary Deflection Bot, significantly reducing ticket volumes and improving customer experience.
  Access Team: Managed onboarding and access provisioning, ensuring secure and efficient access to internal systems for all new hires.
• Technical Vendor Management:
  Directed technical onboarding of vendors across Customer Support, KYC, and Service Delivery functions.
  Negotiated favorable software purchase and support terms for new and renewing vendor contracts.
  Managed monthly invoice tracking and payment processes.

Tools & Technologies:
Intercom (admin), Jira (admin), Confluence, CRM platforms, SFDC, Persona, Strac, HiBob, BambooHR, Assembled, ServiceNow (basic), Webex, AirCall, etc.

• Supervised support specialists and managed team performance.
• Implemented workflows to improve support resolution time and customer satisfaction.
• Consistently exceeded established KPIs related to speed of resolution, customer satisfaction, and team performance.
• Fostered a culture of continuous learning by sharing best practices across the team regularly.
• Provided regular feedback to team members on their performance, fostering growth and development opportunities.
• Collaborated with cross-functional teams to address customer needs and improve overall experience.
• Implemented effective escalation procedures to promptly address urgent or complex customer concerns.

• Improved CSAT scores through efficient issue resolution and quality assurance processes.
• Mentored junior support staff, fostering a culture of collaboration and learning within the team.
• Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
• Managed technical support operations and process documentation.
• Delivered structured onboarding and training for new hires.
• Ensured access provisioning and system readiness.

• Monitored and evaluated team member performance, focusing on CSAT, productivity, and backlog metrics.
• Provided technical support and escalation assistance for complex infrastructure and deployment issues.
• Led onboarding training sessions for new hires specializing in Security with Cisco, ensuring seamless integration.
• Participated in internal discussions to improve training and operational efficiency.
• Conducted continuous education sessions with Cisco to stay updated on industry trends.
• Supported Cisco Sales teams with pre-sales and occasional post-sales consultations to enhance client satisfaction.

• Educated clients on the technical aspects of products, ensuring they had a clear understanding of functionality and benefits.
• Participated in industry events and conferences, representing company products while engaging potential customers.
• Generated detailed reports outlining client requirements and proposed solutions, providing valuable information for both sales and engineering teams.
• Delivered compelling product demonstrations that showcased key features and benefits, leading to higher conversion rates.
• Delivered technical assistance to Cisco Partners, specializing in Enterprise Networks and Security solutions.
• Disseminated detailed product information to improve understanding and ensure consistent messaging across partners and internal teams.
• Prepared accurate technical estimates to support partner proposals and financial planning.
• Acted as a liaison between Cisco partners and internal stakeholders to ensure alignment across teams.
• Provided in-depth consultation on Cisco security appliances and technologies.
• Advised teams on optimizing the technical services portfolio to drive customer engagement and operational effectiveness.