Alexandra Dulgerska

FAQ About Alexandra Dulgerska

• What is Alexandra Dulgerska's address?

  Alexandra Dulgerska is located at
  Bulgaria

• What is Alexandra Dulgerska's job title?

  Alexandra Dulgerska is a
  Oversee the functional implementation of IBM-BPM within Louis Dreyfus Company Group: - Lead the gap analysis - Translate local needs into accurate business specifications anticipating integration into the existing global application and document business processes - Perform full BPM set up (except technical infrastructure) - Support central IT - BA on system testing - Liaise with the Accounting Global Subject Matter expert and Regional teams to prepare & participate in meetings governing the project progress. BPM re-engineering: - Be the reference in terms of BPM operational processes for shared service centers’ team leaders - Animate key user meetings to conduct change management on operating process together with Functional Teams (controlling, trading, execution, accounting…) - Identify, formalize and deploy best practices in terms of Accounting processes and BPM usage - Organize decision making with Regional heads and Global steering committee on organizational issues - Responsible for efficient implementations of system enhancements that meet user requirements and project deadline User support & training: - Conduct the training of the key users and BA on the functional usage of the application and on best practices - Provide first line support to the business in case of issues during project roll out, and provide second line support post go-live - Responsible for having an up to date BPM documentation and functional roll out toolkit. Post implementation monitoring / Performance monitoring - Monitor quality of implementations vs. the Finance function objectives in term of process & efficiency - Monitors the projects KPIs by helping functional to perform a root causes analysis and define action plans - Report to the Global project and to Regional stakeholders on the status of project implementation from a functional point of view. - Drive CSAT projects - Provide team members with a clear sense of direction and ensure individual goals and objectives are aligned to the operational strategy and quality - Participate in weekly meetings to discuss opportunities of improvement - Drive standard development across teams and centers - Provide reporting on Compliance of standards - Participate in projects affecting the WSC - Drive LCCN: having an overall responsability on the Local control change notice by being the main contact for the customer to any LCCN, communicating with different teams to gather approval, communicating any change of process and ensuring compliance once approved - Provide guidance to Quality analysts and managers across the center by acting as a key point of competence on processes, systems and procedures - Monitor change of processes and compliance of the teams - Develop and roll out internal Audits to ensure consistency and process adherence - Take personal responsability to understand and comply with all company and client business controls requirements and policies - Adhere, and guarantee that the employees in the team understand and comply, to all Health and Safety regulations, internal Concentrix, IT and local policies and procedures - Understand and apply Business Controls, data privacy and security guidelines/regulations. - Perform additional tasks according to business needs. Part of the Cisco CRM Transition Project Ensure an excellent knowledge of system and processes, identify knowledge gaps and create action plans to close them, develop and roll out internal audits to ensure process adherence Proactively work with Team Leaders and SMEs to identify areas of improvement and create solutions to overcome quality problems Monitor and evaluate the quality of Service Requests, document quality issues and performance measures for management review and Agent Performance assessment Business control Point of contact for Cisco account - Apply Business Controls, data privacy and security guidelines / regulations - Update quarterly SOD matrix - Author of ID Management Process DTP for Cisco account. Simplify and improve WSC Processes, participate in projects affecting the WSC Frontline and Consumables in processes, develop and roll out internal audits to ensure consistency and process adherence; Ensure an excellent knowledge of system & processes within the WSC Frontline and Consumables, identify knowledge gaps in the team and create action plans to close those, implement and communicate new or changed process through coaching, train New Starters on market specific process and exceptions; Proactively work with process mentors and other contacts from both internal and external departments, work closely with Team leaders of the Language Group; Maintaining Business Continuity Plan and ISO requirements raise system issues affecting the WSC by logging incidents in the relevant tool. Grow client satisfaction - Meet contract deliverables and KPIs FLO and Cons with no penalties - Floor support - taking escalations of clients, taking care of customers’ complaints, solving IT problems-locally or logging incident tickets Increase efficiency and productivity (knowledge management, process flow optimization) - Reduce attrition and absenteeism for the team - Controls of reports, statistics, feedback to agents if corrective measure is needed - Prioritize and manage work tasks to ensure timely completion of tasks / project goals Build and maintain relationships to increase productivity - Motivate the team, support all leadership initiatives and demonstrate strong management relationships based on teamwork Maintain satisfactory Business Control posture - Apply Business Controls, data privacy and security guidelines / regulations - Update quarterly SOD matrix, System Applications file - Author of Team Leader DTP version 7.4 French Language Group Point of contact for new ACD system implementation Stand-in Business control Point of contact for CRM Stand-in CRM Process Lead. Grow client satisfaction - Meet contract deliverables and KPIs Front Line and Consummables with no penalties - Floor support - taking escalations of clients, taking care of customers’ complaints, solving IT problems-locally or logging incident tickets Increase efficiency and productivity (knowledge management, process flow optimization) - Reduce attrition and absenteeism for the team - Controls of reports, statistics, feedback to agents if corrective measure is needed - Prioritize and manage work tasks to ensure timely completion of tasks / project goals Build and maintain relationships to increase productivity - Motivate the team, support all leadership initiatives and demonstrate strong management relationships based on teamwork Maintain satisfactory Business Control posture (member of the Business Control Committee in charge of CRM FLG Team) - Apply Business Controls, data privacy and security guidelines / regulations - Update quarterly SOD matrix, System Applications file - Author of Team Leader DTP version 7.4 French Language Group Point of contact for new ACD system implementation Responsible for Labor Claim and Payroll Reconciliation. Handle customer calls in timely effective manner: - General support - Service delivery support - Data base management - Tools and procedures management Assisting in Team Leader’s responsibilities such as: - Provide regular support to the team in terms of system, processes and procedures - Observe service levels and take actions to achieve performance - Take calls on customer escalations - Participate in Team Leader/Technical Mentor meetings to discuss team results - Send daily statistics to every member of the team - Morning briefing to communicate additional information or target for the day - Motivate agents to meet goals Author of Smiley Project for French Language Group. Synergyc

• What industry does Alexandra Dulgerska currently work in?

  Alexandra Dulgerska currently works in the
  Synergyc

• What is Alexandra Dulgerska's area of expertise?

  Alexandra Dulgerska specializes in
  Oversee the functional implementation of IBM-BPM within Louis Dreyfus Company Group: - Lead the gap analysis - Translate local needs into accurate business specifications anticipating integration into the existing global application and document business processes - Perform full BPM set up (except technical infrastructure) - Support central IT - BA on system testing - Liaise with the Accounting Global Subject Matter expert and Regional teams to prepare & participate in meetings governing the project progress. BPM re-engineering: - Be the reference in terms of BPM operational processes for shared service centers’ team leaders - Animate key user meetings to conduct change management on operating process together with Functional Teams (controlling, trading, execution, accounting…) - Identify, formalize and deploy best practices in terms of Accounting processes and BPM usage - Organize decision making with Regional heads and Global steering committee on organizational issues - Responsible for efficient implementations of system enhancements that meet user requirements and project deadline User support & training: - Conduct the training of the key users and BA on the functional usage of the application and on best practices - Provide first line support to the business in case of issues during project roll out, and provide second line support post go-live - Responsible for having an up to date BPM documentation and functional roll out toolkit. Post implementation monitoring / Performance monitoring - Monitor quality of implementations vs. the Finance function objectives in term of process & efficiency - Monitors the projects KPIs by helping functional to perform a root causes analysis and define action plans - Report to the Global project and to Regional stakeholders on the status of project implementation from a functional point of view. - Drive CSAT projects - Provide team members with a clear sense of direction and ensure individual goals and objectives are aligned to the operational strategy and quality - Participate in weekly meetings to discuss opportunities of improvement - Drive standard development across teams and centers - Provide reporting on Compliance of standards - Participate in projects affecting the WSC - Drive LCCN: having an overall responsability on the Local control change notice by being the main contact for the customer to any LCCN, communicating with different teams to gather approval, communicating any change of process and ensuring compliance once approved - Provide guidance to Quality analysts and managers across the center by acting as a key point of competence on processes, systems and procedures - Monitor change of processes and compliance of the teams - Develop and roll out internal Audits to ensure consistency and process adherence - Take personal responsability to understand and comply with all company and client business controls requirements and policies - Adhere, and guarantee that the employees in the team understand and comply, to all Health and Safety regulations, internal Concentrix, IT and local policies and procedures - Understand and apply Business Controls, data privacy and security guidelines/regulations. - Perform additional tasks according to business needs. Part of the Cisco CRM Transition Project Ensure an excellent knowledge of system and processes, identify knowledge gaps and create action plans to close them, develop and roll out internal audits to ensure process adherence Proactively work with Team Leaders and SMEs to identify areas of improvement and create solutions to overcome quality problems Monitor and evaluate the quality of Service Requests, document quality issues and performance measures for management review and Agent Performance assessment Business control Point of contact for Cisco account - Apply Business Controls, data privacy and security guidelines / regulations - Update quarterly SOD matrix - Author of ID Management Process DTP for Cisco account. Simplify and improve WSC Processes, participate in projects affecting the WSC Frontline and Consumables in processes, develop and roll out internal audits to ensure consistency and process adherence; Ensure an excellent knowledge of system & processes within the WSC Frontline and Consumables, identify knowledge gaps in the team and create action plans to close those, implement and communicate new or changed process through coaching, train New Starters on market specific process and exceptions; Proactively work with process mentors and other contacts from both internal and external departments, work closely with Team leaders of the Language Group; Maintaining Business Continuity Plan and ISO requirements raise system issues affecting the WSC by logging incidents in the relevant tool. Grow client satisfaction - Meet contract deliverables and KPIs FLO and Cons with no penalties - Floor support - taking escalations of clients, taking care of customers’ complaints, solving IT problems-locally or logging incident tickets Increase efficiency and productivity (knowledge management, process flow optimization) - Reduce attrition and absenteeism for the team - Controls of reports, statistics, feedback to agents if corrective measure is needed - Prioritize and manage work tasks to ensure timely completion of tasks / project goals Build and maintain relationships to increase productivity - Motivate the team, support all leadership initiatives and demonstrate strong management relationships based on teamwork Maintain satisfactory Business Control posture - Apply Business Controls, data privacy and security guidelines / regulations - Update quarterly SOD matrix, System Applications file - Author of Team Leader DTP version 7.4 French Language Group Point of contact for new ACD system implementation Stand-in Business control Point of contact for CRM Stand-in CRM Process Lead. Grow client satisfaction - Meet contract deliverables and KPIs Front Line and Consummables with no penalties - Floor support - taking escalations of clients, taking care of customers’ complaints, solving IT problems-locally or logging incident tickets Increase efficiency and productivity (knowledge management, process flow optimization) - Reduce attrition and absenteeism for the team - Controls of reports, statistics, feedback to agents if corrective measure is needed - Prioritize and manage work tasks to ensure timely completion of tasks / project goals Build and maintain relationships to increase productivity - Motivate the team, support all leadership initiatives and demonstrate strong management relationships based on teamwork Maintain satisfactory Business Control posture (member of the Business Control Committee in charge of CRM FLG Team) - Apply Business Controls, data privacy and security guidelines / regulations - Update quarterly SOD matrix, System Applications file - Author of Team Leader DTP version 7.4 French Language Group Point of contact for new ACD system implementation Responsible for Labor Claim and Payroll Reconciliation. Handle customer calls in timely effective manner: - General support - Service delivery support - Data base management - Tools and procedures management Assisting in Team Leader’s responsibilities such as: - Provide regular support to the team in terms of system, processes and procedures - Observe service levels and take actions to achieve performance - Take calls on customer escalations - Participate in Team Leader/Technical Mentor meetings to discuss team results - Send daily statistics to every member of the team - Morning briefing to communicate additional information or target for the day - Motivate agents to meet goals Author of Smiley Project for French Language Group.

• Which languages does Alexandra Dulgerska speak? 

  Alexandra Dulgerska speaks the following languages:
  No languages available.

• Which industries has Alexandra Dulgerska previously worked in?   

  Alexandra Dulgerska has prior experience in the following industries:
  Synergyc , Twin River Services , Louis Dreyfus Company , Concentrix , IBM , IBM , IBM , IBM

• What is Alexandra Dulgerska’s work experience?  

  Alexandra Dulgerska has the following professional experience:
  Synergyc , Twin River Services , Louis Dreyfus Company , Concentrix , IBM , IBM , IBM , IBM .

• How can I find Alexandra Dulgerska on LinkedIn?  

  You can view Alexandra Dulgerska’s
  LinkedIn profile at LinkedIn URL.

• What are Alexandra Dulgerska’s work email addresses?  

  Alexandra Dulgerska’s work email addresses are
  [email protected] .

• What company does Alexandra Dulgerska work for?  

  Alexandra Dulgerska works at
  Synergyc