Elephants - elephant conservation efforts to fight poaching, conflict and habitat destruction
Velislava Filcheva
Technical Escalation Manager
Hipodruma 107 B, Apt.36, Sofia
Summary
Dynamic and insightful Manager with expert team leadership, planning, organizational skills, and excellent analytical approach built during successful career. With proven expertise in establishing, and maintaining professional relationships for more than 10 years in HPE Escalation Management organization, successfully managing project teams for global accounts such as SAP, Santander Bank, Inditex.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
6
6
Certifications
3
3
Languages
Work History
Technical Escalation Manager
Hewlett Packard Enterprise
10.2019 - Current
- Manage customer escalations and coordinate resolution efforts working with key stakeholders across engineering, support, different business units and field teams to troubleshoot and diagnose customer problems
- Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and influence others towards action and change
- Work on complex problems requiring in-depth fault analysis and troubleshooting
- Act as customers' advocate for product quality within development and product management organization
Sensitive Account Manager
Hewlett Packard Enterprise
03.2017 - 09.2019
- Managed 10 +accounts end to end by driving all cross functional teams’ to ensure customers' health index improvement through developed and implemented strategic plans
- Built and managed Health Recovery & Relapse Prevention plans
Technical Outage Manager
Hewlett Packard Enterprise
01.2015 - 02.2017
- Managed critical complex processes such as multiple product failure, complete service disruptions, performance degradation issues, data loss/corruption, and legal/media issues. Managed outages up to 48 hours non-stop, when needed.
- Prepared Service Incident Reports
Resource Control & Records Coordinator
Hewlett Packard Enterprise
03.2012 - 12.2014
- Coordinated support activities, planning and dispatching of HPE resources -
- Participated and/or led projects for process and quality improvement - Lean Six Sigma
Education
Master of Science - Business Management
University of Agribusiness And Rural Development
Plovdiv, Bulgaria 10.2023 - 07.2024
Bachelor of Science - Finance
University of Agribusiness And Rural Development
Plovdiv, Bulgaria 09.2019 - 07.2023
Bachelor of Arts - Business Management - Human Resource Management
University of Westminster
London, UK 09.2007 - 06.2009
Skills
Salesforce
Interests
Music - jazz, classical, R&B, Soul
Art & Dance - Swing, Lindyhop
Sports - skiing, swimming, climbing, running
Certification
PMP - course completed, certification pending
Timeline
Master of Science - Business Management
University of Agribusiness And Rural Development
10.2023 - 07.2024
Technical Escalation Manager
Hewlett Packard Enterprise
10.2019 - Current
Bachelor of Science - Finance
University of Agribusiness And Rural Development
09.2019 - 07.2023
Comparative Analysis - Tracy Learning, US
11-2017
Sensitive Account Manager
Hewlett Packard Enterprise
03.2017 - 09.2019
Human Design - Living Your Design
10-2016
Communication Excellence Academy
11-2015
Technical Outage Manager
Hewlett Packard Enterprise
01.2015 - 02.2017
Signature Service: The Key to Customer Satisfaction®, Wilson Learning
06-2013
Resource Control & Records Coordinator
Hewlett Packard Enterprise
03.2012 - 12.2014
Soft skills training - London South Bank University
11-2007
Bachelor of Arts - Business Management - Human Resource Management
University of Westminster
09.2007 - 06.2009
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