GERGANA DUKE
Crestview,FL
Summary
Strategic Development Manager with a strong focus on delivering projects efficiently. Expertise in team leadership and agile methodologies, driving collaboration and innovative solutions. Leverages technology to enhance business objectives and optimize operational efficiencies.
Overview
13
13
years of professional experience
3
3
Certifications
Work History
Centre Development Manager
Cambridge University Press & Assessment
Cambridge, UK
09.2022 - 08.2025
- Manage service delivery for a varied portfolio of accounts to support growth and customer satisfaction
- Coordinated stakeholder meetings to clarify project goals and expectations, enhancing alignment and collaboration.
- Coached customer service representatives on effective problem-solving techniques.
- Handle service escalations efficiently with great attention to detail
- Coordinated with technical teams to drive timely and effective resolution.
- Analyzed service performance data to identify trends and areas for improvement, implementing corrective actions that strengthened service delivery.
- Oversaw compliance with industry standards and organizational policies.
- Strategically used industry-specific tools to direct product development efforts.
- Advocated for innovations that enhanced customer experience and addressed specific service challenges.
- Develop and maintain internal- and external-facing resource documents - WIs, SOPs, self-service materials
- Analyzed existing applications for optimization opportunities or potential refactoring needs.
- Facilitated discussions to resolve conflicting needs among stakeholders by multiple stakeholders
Helpdesk Assistant Manager
Cambridge Assessment English
Cambridge, UK
05.2018 - 09.2022
- Lead a diverse team of service professionals - monitored performance, provided coaching and guidance to improve performance (CSAT, SLAs, KPIs)
- Managed escalated cases as main point of contact for sensitive issues, ensuring timely resolution and customer satisfaction
- Designed and implemented support model and processes that streamlined operations for all customer-facing teams
- Represented customer perspectives during process and system changes
- Developed customer journey documentation and self-service tools to enhance resources available for sales and support teams
- Supervised daily operations including scheduling shifts, assigning duties.
Senior Helpdesk Analyst
Cambridge Assessment English
Cambridge, UK
07.2016 - 05.2018
- Analyzed and resolved complex IT problems efficiently and effectively.
- Provided technical support to users for software and hardware issues.
- Delivered personalized support to key customers, ensuring timely resolution of critical issues.
- Oversaw ticketing system to track user requests and service levels, enhancing response times.
- Collaborated with teams to improve help desk processes and workflows.
- Mentored junior analysts in troubleshooting techniques and customer service skills.
- Created documentation for common issues, improving knowledge base resources for faster troubleshooting.
- Developed training materials for staff on software applications and systems.
Helpdesk Analyst
Cambridge Assessment English
Cambridge, UK
09.2014 - 06.2016
Branch Assistant Manager
Enterprise Rent-A-Car
09.2012 - 06.2014
Education
Bachelor of Arts - Business Management
Anglia Ruskin University
Cambridge, UKHigh School Diploma -
Geo Milev High School
Dobrich, BulgariaSkills
- Advanced data utilization
- Service delivery management
- Compliance oversight
- Training design
- Customer relationship management
- Process improvement
- Team leadership
- Stakeholder coordination
- Problem solving
- Effective communication
- Coaching and mentoring
- Innovation advocacy
- MS Office Suite
- Root cause analysis
- Continuous improvement
- Lean Six Sigma
- Customer-centric mindset
- CRM systems
- Automation systems
- Power BI data visualization
- Salesforce
- Zendesk
- HubSpot
- Jira
Residency
US permanent resident
Core Skills And Achievements
- Advanced data utilization for managing service delivery - KPIs, SLAs, Power BI, MS Office Suite
- Root cause analysis and continuous improvement (Lean Six Sigma Yellow Belt Certified)
- Customer-centric mindset with strong empathy and advocacy for user needs (member of the Institute of Customer Service)
- Proficient with CRM and automation systems
Certification
Lean Six Sigma Yellow Belt
Institute of Customer Service Assessor
Institute of Customer Service Coach
Timeline
Centre Development Manager
Cambridge University Press & Assessment
09.2022 - 08.2025
Helpdesk Assistant Manager
Cambridge Assessment English
05.2018 - 09.2022
Senior Helpdesk Analyst
Cambridge Assessment English
07.2016 - 05.2018
Helpdesk Analyst
Cambridge Assessment English
09.2014 - 06.2016
Branch Assistant Manager
Enterprise Rent-A-Car
09.2012 - 06.2014
Bachelor of Arts - Business Management
Anglia Ruskin University
High School Diploma -
Geo Milev High School