GEORGI KARDZHALIYSKI

WORK EXPERIENCE

• Product ManagerDecember 2017 - Present

  Mitrend - Software company offering Software as a Service (SaaS).

  Interface with the user community as the voice of the customer (VoC) to gauge their feedback, problem-solve their pain points, and continually fold learnings into the core product and user experience (UX).

  Conduct brainstorming sessions with stakeholders to smooth out bumps in the customer journey and advocate for product enhancements that amplify the customer experience and drive customer acquisition.

  Define and develop the brand messaging strategy for new services and features tailored to the habits and desires of our target customers.

• Customer Support Team LeadJune 2013 - November 2017

  Mitrend - Software company offering Software as a Service (SaaS).

  Modernized the customer service engagement models, the end-to-end lifecycle of customer issues (questions, problems, requests) through to completion..

  Collaborated with the Engineering team to identify where automation can eliminate manual steps; developed a regular routine for the distributed Engineering team to ensure continuity throughout the lifecycle of a customer service issue.

  Reduced the number of incoming issues by 40% due to the automation.

• IT Business Consultant (Major Qualifying Project)August 2012 - December 2012

  Dyn (acquired by Oracle in 2016)

  Suggested several ways to improve the UX of Dyn's mobile checkout process, ranging from the text choice to a complete interface revamp.

  Sales increased by 25.3% due to improvements in the workflow.

  The research was published in two international Human-Computer Interaction conferences in Milan and Crete >>

• ITSM Business Analyst Co-opJanuary 2012 - August 2012

  IT Infrastructure, Messaging and Mobility Services

  Biogen Idec

  Served as a liaison between IT and the business community.

  Used Excel and SharePoint for tracking and reporting on project status.

  Developed and presented training materials to 50 Level 1 and Level 2 IT Support Center technicians on continual service improvement, reducing the number of escalated tickets by 40%.

  Student Performance Evaluation by Senior Manager, Messaging and Mobility Services in PDF >>

• Audio-Visual Support Specialist January 2010 - May 2013

  WPI Academic Technology Center (ATC)

  Provided support to faculty and staff with A/V needs for their classes, meetings and special events; produced multimedia content in support of several distance learning courses.

  Nomination Form for Student Employee of the Year by Manager, Campus Media Services in PDF >>

  Nomination Form for Student Employee of the Year by ATC customer in PDF >>

EDUCATION

• Worcester Polytechnic Institute (WPI)August 2009 - May 2013

  Bachelor of Science (Honors) in Management Information Systems (MIS)

  Graduated with a B.S. degree in MIS in May 2013. Minored in Economics. GPA 3.44/4.0

  Graduation >>

  List of Undergraduate Courses in PDF >>

  Official Undergraduate Transcript >>

  Diploma in PDF >>

• Cambridge CollegeSeptember 2014 - December 2017

  Master of Business Administration (MBA), General

  Graduated with an MBA degree in December 2017. GPA 3.80/4.0

  List of MBA Courses in PDF >>

  Unofficial Graduate Transcript >>