Boryana Angelova

• Lead MOC (Managers of Change) subject matter experts across EMEA countries from each business • Lead & Drive the company wide change strategy for EMEA – Digital Transformation and Design for the future • Proactively drive cross functional improvement initiatives (waste removal) to ensure smooth transition & sun set of companywide systems • Work closely with SCRUM teams (business & development) to ensure all requirements are met • Manage the interlock with the Global team – through CME Global

• Lead & Drive Complaints Related EMEA Complex Projects and Change Management efforts linked to Consumer Direct & Indirect Channel Parts Prioritization Processes – focus on Cost reduction, eliminating waste • Reengineer processes (maintain, converge, simplify, improve) with a cost optimization and waste removal approach • Lead Project work around Lean Six Sigma Green Certification with focus on – Simplification of EMEA Complaints Buyback Process for Consumer Segment

• Lead project related to migrating services from external service providers for Product Return of Defective units including PC and Print on Consumer & Commercial Segments for Complaining Customers • Formation and design creation of new Records Management Process in CRT EMEA including identifying & assigning appropriate resources, control e2e of project timelines & follow up with stakeholders on progress • Responsible for Consumer segment raw reporting of complaints, weekly/monthly – Scorecard, Volume, Cost

• Responsible for the execution of explicitly outlined long term quarterly activities that involve CRM projects • Full leadership of projects (end to end) processes involving Retention, Win Back, Feedback after customer complaint.

• Responsible for all reports of both Consolidated Call Centers-Bourgas and Pleven, Bulgaria • Correspondence with other departments around KPI’s and raw data • Organizing and reporting on all BTC Media Campaigns

• Responsible for the effective running of the Customer Support department’s administration

• Technical Customer support to Business and Consumer Customer Complaints

Continuous Improvement

Lean Six Sigma Green Belt Certified

Business Administration