Ivan Kochev

Background

About Ivan Kochev

Self-motivated professional with five years total experience in the Helpdesk services acquired in a company, leading provider of technical support services for life science companies worldwide; Person with variety of valuable skills based on both – education and experience, seeking for challenges, thinking outside the box, motivated and capable to achieve any goal and accomplish any objective in the best possible manner. Striving to constantly identify new opportunities for optimisation, never satisfied with the current status, constantly on the look for a chance to improve the environment, always on the track of gaining new knowledge and increase the level of his professionalism in order to achieve excellence in the job and inspire the rest to give their best at the workplace. Excellent team player. Capable to identify options for productivity enhancement and create new, innovative approach, develop execution strategies and plans, leadership as well as motivate and help the team members to achieve the goals; Person with more than 2 years experience in people management, with deep knowledge in Call Centre business processes and technology. Project management skills acquired by taking major part in the Call Centre Establishment project of the biggest client of the company, where I was supervising over 100 helpdesk technicians, and leading projects such as Knowledge Management Establishment, Helpdesk trainings, Development of IVR Self Service Capabilities, New Support and Portal Implementation, responsible for the client communication. Excellent knowledge in customer service metrics, analysing customer satisfaction, reports and forecasts as well as operations processes, training and feedback methods, workforce scheduling and shifting, quality assurance, SLA and Customer Relationships Management. Individual with outstanding interpersonal, communications, negotiation and people management skills, very friendly, open and close to employees