Teodora Dzhamova
Sestrimo,Bulgaria
Summary
Accomplished professional with extensive expertise in customer success management and account management, leveraging a deep understanding of customer relationship management, sales and retention strategies to drive business growth. Demonstrates proficiency in contract negotiation, business development, and strategic planning, supported by ITIL knowledge and strong business acumen. Skilled in churn rate forecasting, sales influence, and leads generation, with hands-on experience in CRM systems. Proficient in both English and Spanish.
Overview
10
10
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Work History
Customer Success Manager
GTT
Sofia, Bulgaria
04.2024 - 05.2025
- Managing an enterprise accounts base, generating approximately $500,000 in monthly revenue (Nordics market). Developing and executing customer retention strategies.
- Lead efforts in contract renewals and sales negotiations.
- Conducting Monthly Customer health checks, Quarterly Business Reviews (QBRs) and Opportunity development plans.
- Assisting in billing and collections disputes.
- Driving revenue growth through strategic upsells and cross-sales opportunities.
- Cultivating and managing relationships with a diverse range of customer stakeholders, from technical staff to C-level executives, ensuring alignment and satisfaction.
- Conducting outbound outreach via phone, email, and LinkedIn to schedule meetings with key decision-makers.
- Cross-team collaboration - aligning multiple internal departments (including Sales; Legal; Finance; Sales Admin; Quoting; Order Assurance; Product Management; Service Delivery; Deal Desk; and Complex Bids) to drive sales growth, improve customer retention, and maximize customer satisfaction.
- Developing and implementing churn prevention strategies that result in churn rate reduction. Consistently forecasting churn to identify at-risk customers and enable timely intervention.
- Demonstrating strong commercial acumen by presenting GTT's comprehensive portfolio of connectivity solutions, including SD-WAN, MPLS, SASE and Internet, to identify upsell opportunities.
- Developing and executing retention and profit growth strategies, aiming for high customer retention and renewal rates by ensuring clients realized the ongoing value of GTT's services.
- Objection handling in responding to and resolving clients objections during the sales process.
- Assessing customer needs for tailored service offerings.
Incident Manager
GTT
Sofia
04.2022 - 03.2024
- Provided end-to-end ownership and management of incidents with potential or actual business impact, minimizing disruption to service operations. Continuously implemented ITIL incident management workflows, resulting in improved efficiency and customer satisfaction.
- Led the restoration of normal service operations, consistently meeting or exceeding Service Level Agreements (SLAs) by prioritizing rapid resolution.
- Proactively managed the lifecycle of customer incidents and service requests within Operations, ensuring timely progress and resolution.
- Maintained clear, concise, and timely communication with internal and external stakeholders, providing regular updates and managing expectations effectively.
- Executed technical and hierarchical escalations, promptly identifying and escalating incidents/service requests at risk of breaching or breaching agreed SLAs/OLAs.
Service Desk Engineer
GTT
Sofia
05.2019 - 03.2022
- Diagnosed and resolved technical issues related to customer telecommunications equipment (routers, switches, firewalls), ensuring minimal downtime.
- Monitored network performance and proactively identified and reported outages to engineering, facilitating prompt resolution.
- Managed customer communications, providing timely updates and resolving inquiries to enhance the customer experience.
- Resolved/fulfilled incidents/service requests that are in scope.
- Technical Escalations - escalated incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3 Parties or other non - assurance functions.
Social Media Assistant Administrator
Sutherland Global Services
Sofia
11.2018 - 01.2020
- Administrating the creation and publishing of engaging and diverse content on EU related topics.
- Targeting and expanding audience applying effective SEO techniques.
- Reporting day-to-day activities of the team on the page and coordinating posts with other social media administrators.
- Using the platform to highlight the importance of voting at the EU elections 2019.
- Participating proactively in events and initiatives, organized by the EU Commission in Bulgaria: Back to school initiative; EU Info tours; Career days forum; 'Thistimeimvoting' initiative; Communication skills seminars.
Intern
Ministry of Foreign Affairs of the Republic of Bulgaria
Sofia
06.2018 - 08.2018
- Assisting with organizing and implementing the accounting of the Ministry.
- Assisting with analyzing and validating cost limits as per the predetermined annual budget.
- Participating in the everyday work of the directorate.
- Preparing policy paper and briefings on foreign policy topics.
- Classifying and maintaining internal and external correspondence - answering emails and phone calls.
- Pro-actively contribute to day-to-day tasks in the directorate.
Technical Support Engineer (Spanish and English Language)
GTT
Sofia
02.2015 - 06.2018
- Troubleshooted customer's equipment and peripheral devices such as desktops, laptops, printers, routers, switches and firewalls.
- Detected and reported network outages to last level engineering.
- Contacted customers in order to respond to inquiries or to notify them of the progress of their requests.
Education
MASTER DEGREE - DIPLOMACY AND INTERNATIONAL RELATIONS
New Bulgarian University
10.2018 - 05.2020
BACHELOR DEGREE - EUROPEAN STUDIES
Sofia University "St. Kliment Ohridski"
10.2014 - 05.2018
DIPLOMA FOR A COMPLETED SECONDARY EDUCATION - SPANISH LANGUAGE
164 Secondary School with Spanish tuition "Miguel de Cervantes"
09.2007 - 05.2011
Skills
- Customer success management
- Account management
- Customer relationship management
- Customer retention strategies
- Contract negotiation
- Business development and strategies
- ITIL knowledge
- Business acumen
- Churn rate forecasting
- Sales influence and leads generation
- ERP and CRM systems experience
- Microsoft Excel proficiency
- Social media engagement
- LinkedIn networking
- Empathy in customer interactions
- Customer advocacy initiatives
- Microsoft Office suite expertise
- Presentation skills mastery
- Technical aptitude in IT services
- Software proficiency across platforms
- Understanding of integrations basics
- Networking fundamentals knowledge
- OSI model comprehension basics
- LAN/WAN concepts familiarity
- SaaS solutions expertise
- Customer lifecycle understanding strategies
- Sales funnel management techniques
- CRM systems expertise and mastery
- Familiarity with SaaS platforms and tools
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Certification
- ITIL v4 Foundation
- ITIL Create Deliver and Support
- IELTS - Cambridge University Press & Assessment
Custom
Social media assistant administrator for Facebook, Team Europe Junior, Representative of the European Commission in Bulgaria, 25/11/18, 30/01/20, Administrating the creation and publishing of engaging and diverse content on EU related topics., Targeting and expanding audience applying effective SEO techniques., Reporting day-to-day activities of the team on the page.
Personal Information
- Date of birth: 05/08/92
- Gender: Female
- Nationality: Bulgarian
Languages
English
Advanced (C1)
Spanish
Advanced (C1)
References
References available upon request.
Timeline
Customer Success Manager
GTT
04.2024 - 05.2025
Incident Manager
GTT
04.2022 - 03.2024
Service Desk Engineer
GTT
05.2019 - 03.2022
Social Media Assistant Administrator
Sutherland Global Services
11.2018 - 01.2020
MASTER DEGREE - DIPLOMACY AND INTERNATIONAL RELATIONS
New Bulgarian University
10.2018 - 05.2020
Intern
Ministry of Foreign Affairs of the Republic of Bulgaria
06.2018 - 08.2018
Technical Support Engineer (Spanish and English Language)
GTT
02.2015 - 06.2018
BACHELOR DEGREE - EUROPEAN STUDIES
Sofia University "St. Kliment Ohridski"
10.2014 - 05.2018
DIPLOMA FOR A COMPLETED SECONDARY EDUCATION - SPANISH LANGUAGE
164 Secondary School with Spanish tuition "Miguel de Cervantes"
09.2007 - 05.2011
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