Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Svetoslav Zhechev

Operations Manager
Sliven,Sliven

Summary

Starting as nightshift support analyst 12 years ago I have self-developed to become operations manager. I have went through all stages of operations roles and responsibilities. Various of challenges throughout the years provided me with experience and confidence I can handle any situation. Deep technical understanding of Salesforce Commerce Cloud enables me to provide technical support to team of 30 people. Currently I am leading 4 people within the team each in a different technical stream.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Operations Manager

Merkle
04.2022 - Current
  • Providing technical assistance to the team to resolve efficiently any issues and overcome high severity situations properly.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Handled staff training initiatives aimed at upskilling the workforce.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Analyzed and reported on key performance metrics to senior management.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Leading process improvements, resulting in increased productivity and reduced operational costs.
  • Led successful change initiatives, ensuring seamless transitions.
  • Developed and maintained relationships with external vendors and suppliers.
  • Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
  • Reported issues to higher management with great detail.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Interacted well with customers to build connections and nurture relationships.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Reduced operational risks while organizing data to forecast performance trends.

Key Account Operations Lead

Merkle
05.2016 - 03.2022
  • Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
  • Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.
  • Salesforce Cloud Commerce expertise. Resolving hundreds of different types of issues every year.
  • Leading major web site migration activities, projects and tasks. Launching of new sites.
  • Onboarding new clients.
  • Consultancy provisioning for internal and external teams.
  • Supporting colleagues with technical and business process understanding of Salesforce Cloud Commerce projects that company delivers to.
  • Playing vital role into planning, execution and after go live support.
  • Close collaboration with project and engineering teams through various issues, assignments and road maps. Agile and customer oriented approach.
  • Building client relationship through communication and reasoning methods.
  • Involved in company operational training provisioning for internal and external users.

Technical Analyst

Merkle
09.2012 - 05.2016
  • Providing second level support to worldwide range of clients who sell different products and services, including ASDA, SHISEIDO, Zwilling, Clarins, House of Fraser, Jaeger, TMLewin, Pandora and many others.
  • Handling day-to-day operation failures, tasks and issues.
  • Proactively investigating and resolving different tickets raised by our customers and automated monitoring tools.
  • Preparing and sending global release notifications for maintenance and release activities of all our third parties and partners to Merkle`s clients.
  • Expert in collaborating with clients` third parties and partners include organizations such as Salesforce Cloud Commerce , Ogone, Datacash, Cybersource , Informatica and more.
  • Client based communication through official channel for Merkle - JIRA ticketing system, enterprise edition.
  • Organizing knowledge base articles in accordance to new procedures, processes or lessons learned, system errors and failures debriefs.
  • Collected and monitored incoming data from sources such as remote sensors, third party vendors, and visual inspection.

Education

Bachelor in Business Administration - General Management

City University of Seattle
Pravets, Bulgaria
04.2001 -

Skills

Operations Management

Problem-Solving

Customer Service

Performance monitoring

Organizational Management

Process Improvement

Data Analysis

Decision-Making

Planning and Implementation

Client Relationships

Incidents management

Maintenance Planning

Operations Oversight

Fluent in English

Onboarding and Orientation

Report Generation

Complex problems analysis

Policies and procedures implementation

Goal Setting

Process flows

Process improvement strategies

Employee relations and conflict resolution

Work flow planning

Data Management

Staff Development

Staff Training

Performance reporting

Team Leadership

Operations Monitoring

Certification

ITIL 4

Timeline

Operations Manager

Merkle
04.2022 - Current

ITIL 4

04-2020

Key Account Operations Lead

Merkle
05.2016 - 03.2022

Technical Analyst

Merkle
09.2012 - 05.2016

Bachelor in Business Administration - General Management

City University of Seattle
04.2001 -

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Svetoslav ZhechevOperations Manager