Tsveta Mushkova
Senior Analyst, Service Management
Sofia
Summary
Dedicated and results-driven Senior Analyst in Service Management at DXC Technologies with extensive experience in ITIL processes, service level management, and process improvement. Proven ability to manage and optimize core service management processes, ensuring compliance and operational efficiency. Skilled in SLA and KPI monitoring, reporting, and stakeholder collaboration to drive service excellence. Experienced in coordinating projects to achieve organizational goals.
Overview
10
10
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work History
Senior Analyst, Service Management
DXC Technologies
5 2024 - Current
- Support and govern Service Management practices and processes.
- Execute ITIL activities in Change, Release, Capacity, Configuration, Incident, and more.
- Ensure compliance with ITIL practices and manage corrective actions.
- Maintain customer interactions and respond to service-impacting events.
- Utilize automation for improved process delivery and maintain documentation.
Service Level Manager
DXC Technologies
03.2020 - 05.2024
- Monitored Service Level performance, ensuring adherence to standards and targets.
- Produced KPI reports, identifying improvement areas.
- Conducted Service Level review meetings and managed issues.
- Collaborated with cross-functional teams for process improvements.
Senior Reporting Specialist with French
GfK
12.2018 - 03.2020
- Created and delivered reports using specialized tools.
- Managed issues, provided training, and coordinated projects.
- Conducted quality checks on product codification and sales.
- Assigning tasks to the team
Reporting Specialist with French
GfK
09.2018 - 12.2018
- Quality check on codification of products and their sales
- Work with special tools for creating and delivering of reports.
- Corresponding with client via chat, mail, and phone
- Signaling for problems arising during work
- Searching for solutions to various case-related issues
Data Processing Assistant with French
GfK
08.2017 - 08.2018
- Assist in related user training and knowledge sharing documentation.
- Search for information on Internet about characteristics of different products
- Corresponding with client via chat, mail, and phone
- Signaling for problems arising during work
- Categorized and classified information, created product catalogs, and coordinated projects.
Call Centre Operator
Provident Financial Bulgaria
11.2015 - 06.2016
- Customer service
- Corresponding with client via mail and phone
- Obtains client information by answering telephone calls.
- Determines eligibility by comparing client information to requirements for crediting.
- Informs clients by explaining procedures; answering questions; providing information.
- Achieve sales objectives
Independent Consultant
UBER
12.2014 - 05.2015
- Consulting job candidates for Uber
- Creating profiles to candidates
- Organizing interviews.
Education
Culturology -
University of Sofia "St. Kliment Ohridski"
Sofia, Bulgaria 10.2013 - 05.2017
High School Diploma - undefined
Foreign languages high school "Exarch Joseph I"
Lovech, Bulgaria 09.2008 - 05.2013
Skills
- Service level management
- Process improvement
- KPI monitoring and reporting
- Team leadership and development
- Problem-solving and decision-making
- Collaboration and escalation
- Presentation and communication skills
- Conflict resolution and adaptability
- Microsoft Office (Excel, Word, PowerPoint, Outlook, Teams)
- ServiceNow
Languages
Bulgarian
Native language
English
Advanced
C1
French
Intermediate
B1
Certification
DELF, B1
Timeline
Service Level Manager
DXC Technologies
03.2020 - 05.2024
Senior Reporting Specialist with French
GfK
12.2018 - 03.2020
Reporting Specialist with French
GfK
09.2018 - 12.2018
Data Processing Assistant with French
GfK
08.2017 - 08.2018
Call Centre Operator
Provident Financial Bulgaria
11.2015 - 06.2016
Independent Consultant
UBER
12.2014 - 05.2015
Culturology -
University of Sofia "St. Kliment Ohridski"
10.2013 - 05.2017
High School Diploma - undefined
Foreign languages high school "Exarch Joseph I"
09.2008 - 05.2013
Senior Analyst, Service Management
DXC Technologies
5 2024 - Current
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