Stilyana Kotseva

• Verify and audit data accuracy and integrity
stored within the CMDB.
• Plan, identify, control, and track CIs within the CMDB.
• Monitor unauthorized changes to CIs and
initiate reconciliation actions, including
identifying root causes and working with
Problem and Change Management to correct
CI data.
• Integrate all Service Management and Service
Delivery processes with CFM processes for data
and process improvement.
• Act as the primary contact for all queries and
issues related to the CFM process.

• Coordinated all aspects of service delivery hardware orders
• Ensured high quality by monitoring and managing service delivery orders in the fields of Customer communication, Engineering and Project Management.
• Prioritised tasks effectively to facilitate smooth operations.

• Consulting, escalating and resolving customers’ requests including mobile and fixed services via web channel.
• Providing information and process VIVACOM customers inquiries.
• Increased client satisfaction with efficient problem-solving skills.

• Assisted customers in making informed decisions by providing detailed product information.
• Offered technical support, leading to enhanced user experience.
• Maintained up-to-date knowledge, resulting in effective product promotion.
• Trained new hires for improved productivity and efficiency on the job floor.