Volena Valcheva

Teamlead/Product Owner for CRM for jö IT for jöBonus club - responsible for the CRM applications implementation for the largest loyalty program in Austria (including Salesforce Service Cloud & Emarsys ) - leads IT CRM operations team - steers IT CRM strategy & design discussions - oversees the CRM requirements-gathering process across all business stakeholders - manages 3rd party vendors, which includes scrum sessions, budgeting, planning as well as steering of technical resources.

• Led markets on the successful implementation of Sprinklr - part of a global agile implementation of the social media management platform • Responsible for the requirements gathering for an IoT demo built project (a “Smart Stand”) • Led the requirements gathering, prioritisation activities and delivery for a website re-design project. • Captured high-level requirements and performed user research to understand the customer engagement and experience for a CMS platform. • Salesforce Consultant

• Led client workshops with a focus on gathering system and business requirements for an MDM solution with input into functional designs. As a Functional Consultant/Business Analyst on the agile delivery of the Customer Data Hub, led daily scrum meetings, facilitated various design and testing queries from the offshore delivery team. • Led the delivery of business process maps and consolidation of requirements for a large commercial bank’s product transformation project.

IT Infrastructure Consultant on an operational system upgrade project covering 54 sites worldwide. Work consisted of a number of short-term assignments in Norway/Trinidad & Tobago/Singapore and other countries. • Leading the testing and coordinating of the application rollout preparation, including main contact for communication with the client IT managers. • Managing on-site application testing • Managing the gathering of requirements for applications and all User Acceptance Testing across the sites.

- Worked with Project Managers on setting up the administration and processes of the newly created project - Gathered, analysed and reported of progress and status report data on the project, additionally performing an execution of change requests - Coached Junior Support Specialists by guiding them in their first weeks of client delivery assignments

• Managed administrative tasks of projects, including organization of C-level meetings, financial reporting аnd fulfilment of legal requirements • Performed project activities in the telecommunication area where processes’ understanding and some technical user experience of Siebel CRM was gained. • Responsible for logistics support, event organisation, vendor management • Achieved project savings close to 15% of administrative costs

Core subjects: Strategy, Finance, Operations, Marketing.