Pavel Panayotov
Aligning Strategy with Execution for Lasting Impact
Sofia
Summary
I bring over 15 years of experience at the intersection of operations, customer experience, and team performance — working across tech-enabled and service-focused environments. Throughout my career, I’ve led cross-functional teams through meaningful change, driving measurable improvements in onboarding, service delivery, conflict resolution, and process efficiency.
I’m passionate about aligning strategy with execution. Whether it’s reducing incident resolution time by 30%, optimizing onboarding by 50%, or improving team collaboration across departments — my focus is always on results that last, systems that scale, and cultures that support people to do their best work.
My leadership style is grounded, human, and practical. I value transparency, shared ownership, and continuous learning. I thrive in environments where we’re solving complex problems together — with purpose, clarity, and collaboration.
If there’s one constant in my career, it’s this: I don’t believe in change for its own sake — I believe in progress that sticks.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Deputy Head of Department
Euro Games Technology
Sofia, Sofia-Capital
01.2024 - 02.2025
- Partnered with senior leadership to align operational strategies with business objectives, driving improvements across customer and employee experience.
- Led cross-functional initiatives to streamline workflows, enhance collaboration, and improve service delivery.
- Achieved:
30% reduction in incident resolution time, increasing service efficiency and customer satisfaction.
50% improvement in cross-team conflict resolution, strengthening team cohesion and retention.
60% boost in process efficiency, resulting in faster and more effective workflows.
50% decrease in onboarding time, accelerating team readiness and productivity.
Designed and implemented a knowledge assessment framework to ensure consistent training and performance standards. - Success measured through KPIs including customer satisfaction, employee engagement, retention rates, change adoption, time-to-resolution, and cultural alignment.
- Fostered a culture of transparency, knowledge sharing, and continuous improvement to support agility and long-term success.
Head Of Customer Services
AMFG
Sofia, Sofia-Capital
07.2022 - 11.2023
- Revamped customer support infrastructure by implementing a scalable service model to handle increased demand and improve operational efficiency.
- Reduced new hire onboarding time by 75% and customer onboarding time by 15% through process optimization and documentation enhancements.
- Designed and implemented a decision matrix to increase predictability and consistency in defect resolution, improving delivery timelines by over 10%.
- Developed data-driven feedback loops, leveraging customer insights to proactively address recurring pain points and inform service improvements.
- Achieved a 60% reduction in Average Days to Resolution (DTR), while maintaining high customer satisfaction levels.
- Acted as an escalation point for high-value customer inquiries, resolving issues efficiently to minimize backlog and protect key relationships.
- Consistently delivered results within defined budget and timeframes.
- Applied critical thinking and analytical skills to evaluate operational challenges and implement optimal solutions.
Technical account manager
Tek Experts
Sofia, Sofia-Capital
06.2021 - 07.2022
- Ensured customer satisfaction by resolving complex technical issues across the customer lifecycle, supporting mission-critical environments.
- Implemented new systems and tools to improve operational efficiency and service delivery.
- Acted as a liaison between clients and product teams, managing incident escalations, providing clear updates on project progress, and offering feedback for continuous product improvement.
- Resolved high-complexity technical problems to ensure smooth operations and long-term system reliability.
- Ensured software compliance with industry and internal standards, minimizing risk and improving customer trust.
- Mentored and coached support engineers, managed recruitment, and led onboarding processes to build a high-performing team.
- Facilitated internal knowledge base development, supporting scalable issue resolution.
- Coordinated cross-functional teams to drive successful project outcomes and ensure alignment across support, engineering, and customer success functions.
Team lead
Tek Experts
Sofia, Sofia-Capital
01.2019 - 06.2021
- Established a high-quality support experience by optimizing resource allocation and implementing scalable service delivery models.
- Designed and maintained an internal training and certification program to ensure consistent technical standards and develop engineering talent.
- Mentored junior and mid-level support engineers, fostering skill development and team growth.
- Collaborated closely with developers to analyze customer feedback, identify product gaps, and propose actionable upgrades aligned with client needs.
- Coordinated cross-functional initiatives across engineering, product, and customer support teams, ensuring on-time and on-target project execution.
- Developed and implemented strategic processes that improved team productivity, service response times, and overall operational profitability.
- Oversaw daily team operations, ensuring compliance with company quality standards and performance metrics.
- Introduced workflow improvements that boosted team productivity and enhanced issue resolution efficiency.
Team lead
Micro Focus
Sofia, Sofia-Capital
09.2017 - 01.2019
- Led a regional customer support team across EMEA, ensuring high service quality through performance monitoring and KPI tracking.
- Monitored team metrics to identify trends, uncover performance gaps, and implement targeted improvements.
- Mediated team conflicts and cultivated a collaborative, respectful work environment, resulting in higher team morale and retention.
- Fostered team cohesion through regular check-ins and team-building activities, improving communication and engagement.
- Collaborated with Sales, Engineering, and Product teams on shared initiatives, aligning customer feedback with product enhancements.
- Liaised with senior management on strategic planning and presented insights from front-line operations to guide business decisions.
- Partnered on global projects to align service delivery with international best practices and customer expectations.
- Championed a culture of continuous learning and development, guiding team members in professional growth and skill expansion.
Team leader
Hewlett Packard Enterprise
Sofia, Sofia-Capital
11.2015 - 09.2017
- Directed customer support operations across Europe, the Middle East, and Africa for the Enterprise Content Management (ECM) suite.
- Planned and delivered training workshops to upskill team members, ensuring service consistency and technical excellence.
- Regularly reported on team performance to senior leadership, providing data-driven recommendations for process and resource improvements.
- Collaborated with cross-functional teams including Product, Engineering, and Sales to align support strategies with broader business goals.
- Effectively resolved internal conflicts and maintained a harmonious, high-performance work environment.
- Contributed to global support initiatives, incorporating best practices to ensure high-quality, standardized service delivery.
Service engineer
HP
Sofia, Sofia-Capital
07.2010 - 11.2015
- Provided frontline technical support for the Information Management and Governance suite, ensuring timely resolution of customer issues across multiple channels (email, phone, remote sessions).
- Demonstrated excellent problem-solving skills, consistently resolving complex and escalated technical challenges.
- Assured high levels of client satisfaction through immediate and effective troubleshooting of software malfunctions.
- Coordinated seamless shift handovers and documentation practices to maintain continuity of service and reduce incident recurrence.
- Collaborated with global support teams to share knowledge, refine processes, and escalate critical issues effectively.
Oracle DBA
Midax
Sofia, Sofia-Capital
05.2009 - 07.2010
- Led the implementation of Oracle database solutions for clients in the retail and fuel sectors, improving overall project quality and system performance.
- Strengthened data integrity and security by enforcing strict access controls, validation protocols, and compliance with industry standards.
- Facilitated seamless database and software upgrades, ensuring minimal disruption and improved system functionality.
- Performed installation, configuration, tuning, and regular maintenance of Oracle environments to support reliable and scalable operations.
- Collaborated with development teams to optimize code for better database interaction and performance.
Support engineer
Midax
Sofia, Sofia-Capital
04.2007 - 05.2009
- Provided both remote and on-site technical support for server infrastructure and IT systems used in grocery stores and gas stations.
- Installed, configured, and maintained servers and applications supporting payment processing and loyalty programs.
- Conducted network audits and system checks to enhance security posture and prevent unauthorized access.
- Optimized existing network configurations to improve system reliability, performance, and uptime.
- Played a key role in internal projects aimed at process improvement, systems integration, and operational support.
- Delivered timely technical assistance to clients, contributing to higher satisfaction and retention.
Education
Master of Business Administration -
New Bulgarian University
Sofia, Sofia-Capital 09.2019 - 09.2021
Master of Science - Mechanical Engineering
Technical University of Sofia
Sofia, Sofia-Capital 09.2008 - 07.2010
Skills
Continuous Process Improvement (CPI)
undefinedLanguages
Bulgarian
Native
English
Fluent
Certification
PI Certified Talent Optimization Leader
Interests
Organizational Psychology & Team Dynamics
Process Design & Continuous Improvement
Attending Industry Meetups / Tech Talks
Hiking & Nature Walks
Problem-Solving Games
References
References available upon request.
Timeline
Fintech Security and Regulation
04-2025
Deputy Head of Department
Euro Games Technology
01.2024 - 02.2025
Head Of Customer Services
AMFG
07.2022 - 11.2023
Technical account manager
Tek Experts
06.2021 - 07.2022
Master of Business Administration -
New Bulgarian University
09.2019 - 09.2021
PI Certified Talent Optimization Leader
09-2019
PI Certified Talent Optimization Consultant
09-2019
Team lead
Tek Experts
01.2019 - 06.2021
Team lead
Micro Focus
09.2017 - 01.2019
Team leader
Hewlett Packard Enterprise
11.2015 - 09.2017
Service engineer
HP
07.2010 - 11.2015
Oracle DBA
Midax
05.2009 - 07.2010
Master of Science - Mechanical Engineering
Technical University of Sofia
09.2008 - 07.2010
Support engineer
Midax
04.2007 - 05.2009
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