Silvena Ivanova

Background

About Silvena Ivanova

Manages new and existing complex customer installations, working cross functionally to deliver services in the agreed upon timeframe and according to customer expectations. Leads internal collaboration sessions to ensure quality assurance and control during the planning and implementation phase. • Professionally interacts with customers, building strong relationships across various levels and disciplines within the portfolio of accounts. • Responsible for owning and resolving a wide range of standard and non-standard customer requests and account issues. Proposes and develops solutions cross functionally to solve non-standard customer requests. • Responsible to drive continuous improvements in all aspects of service delivery to a customer. • Understands customers’ footprint and contractual agreement. Proactively works to ensure contractual agreements are adhered to. • Collaborates with existing customers to gather and understand customers’ requirements for add-on services and independently takes action from opportunity to fulfillment. • Educates and orients customers in “GTT” policies and procedures and customer facing support and ordering systems. • Collaborates cross functionally with other countries and regions in the planning, reporting and delivery of multi-region deployments. • Develops and maintains expertise on “GTT” products and services. • Develops and builds strong relationships with “GTT” Sales, Operations and other cross functional teams. • Ultimately, delivers successful implementation to exceed client new and existing services