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I am a Bulgarian-English bilingual product and operations professional with 9+ years of experience delivering results, prioritizing work, and coordinating cross-functional teams in Agile environments. I excel at turning client requirements into actionable plans and ensuring timely resolutions and SLA compliance. I thrive on building scalable processes, onboarding new colleagues, and driving continuous improvement across CRM, IT systems, and cross-functional workflows to enhance customer satisfaction and business outcomes.…I am a Bulgarian-English bilingual product and operations professional with 9+ years of experience delivering results, prioritizing work, and coordinating cross-functional teams in Agile environments. I excel at turning client requirements into actionable plans and ensuring timely resolutions and SLA compliance. I thrive on building scalable processes, onboarding new colleagues, and driving continuous improvement across CRM, IT systems, and cross-functional workflows to enhance customer satisfaction and business outcomes.

Daniel Dimitrov

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I am a Bulgarian-English bilingual product and operations professional with 9+ years of experience delivering results, prioritizing work, and coordinating cross-functional teams in Agile environments. I excel at turning client requirements into actionable plans and ensuring timely resolutions and SLA compliance. I thrive on building scalable processes, onboarding new colleagues, and driving continuous improvement across CRM, IT systems, and cross-functional workflows to enhance customer satisfaction and business outcomes.…I am a Bulgarian-English bilingual product and operations professional with 9+ years of experience delivering results, prioritizing work, and coordinating cross-functional teams in Agile environments. I excel at turning client requirements into actionable plans and ensuring timely resolutions and SLA compliance. I thrive on building scalable processes, onboarding new colleagues, and driving continuous improvement across CRM, IT systems, and cross-functional workflows to enhance customer satisfaction and business outcomes.

Available to hire

I am a Bulgarian-English bilingual product and operations professional with 9+ years of experience delivering results, prioritizing work, and coordinating cross-functional teams in Agile environments. I excel at turning client requirements into actionable plans and ensuring timely resolutions and SLA compliance.

I thrive on building scalable processes, onboarding new colleagues, and driving continuous improvement across CRM, IT systems, and cross-functional workflows to enhance customer satisfaction and business outcomes.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

Bulgarian

Fluent

English

Advanced

Work Experience

Senior Operations & Training Lead at M2M Services

January 1, 2021 - March 1, 2024

Led cross-functional operations and training for M2M Services, including onboarding, escalation handling, CRM/IT system improvements, and coordinating engineering, product, QA, and support to deliver efficient outcomes.

Security Technical Support at IBM

November 1, 2019 - December 31, 2020

Supported enterprise security solutions, managed incidents, and coordinated escalations. Worked with internal specialists to resolve complex technical issues under SLA constraints.

Licensing Support Advisor at IBM

August 1, 2017 - November 30, 2019

Managed complex customer requests involving software licensing and entitlements. Coordinated across internal teams to resolve cases and maintain customer satisfaction.

Technical Support Advisor at IBM

May 1, 2016 - August 31, 2017

Provided real-time technical support and managed critical customer escalations. Led daily operations for a multi-person team, including workload planning, prioritization, and scheduling. Owned escalation management for high-impact customer issues, coordinating resolution across teams.

Client Solutions Project Lead at Methodia

March 1, 2025 - Present

Own and prioritize incoming client requests and escalations, ensuring timely resolution and SLA compliance. Act as the main point of contact between clients and internal teams (engineering, product, QA, support). Coordinate cross-functional teams to clarify requirements, define priorities, and deliver outcomes efficiently.