Anilina Kardzhaliyska
Sofia
Summary
Dynamic Product Definition Analyst at Amadeus IT Group with expertise in roadmap development and business analysis. Proven track record in leading cross-functional teams to enhance product functionalities, driving customer satisfaction through effective communication and critical thinking. Skilled in Agile frameworks, with a strong focus on delivering high-quality solutions that meet client needs.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Position Product Definition Analyst
Amadeus IT Group
03.2021 - Current
- Developed comprehensive specification documentation outlining new product functionalities.
- Facilitated communication between development teams and stakeholders, ensuring clear understanding of product requirements and expectations.
- Collaborated with cross-functional teams to develop high-quality products that meet customer needs.
- Analyzed customer feedback to identify areas for improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Customer Success Team Lead
Honeywell Aerospace
08.2017 - 02.2021
- Supported and supervised team of 5 Customer Success professionals
- Facilitated annual business for 30+ customer base for 3+ years by negotiating and executing Software License, Service and Hosting agreements with customers
- Led process improvement and problem-solving efforts to create standard onboarding procedures, QBR review process based on customer health score metrics and tiering model, templates for project proposals and Interface control documents (ICD) for Customer Success team
- Supported pre-sales by leading product demo sessions for potential customers, responding to RFIs and RFPs questionnaires
- Recommended product changes and improvements according to customer feedback as captured during weekly calls, VOC and OVOC sessions
Customer Success Manager
Honeywell Aerospace
04.2016 - 08.2018
- Maintained deep products understanding and communicated with customers about most relevant features/functionalities for their specific business needs and use cases
- Maintained customer initiated product development (CIPD) by creating software design documents, project proposals and specifications based on customers' requests
- Managed technical integrations during customer onboarding by creating and executing project plans
- Delivered product walk-through trainings, technical sales presentations to prospects and presented benefits and value of products
- Owned up to 10 customer relationships to retain revenue, to maintain customer retention and long-term contract renewals, driving adoption and usage
Support Engineer
Aviaso
09.2013 - 04.2016
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
- Designed and tested new product offerings prior to release to assist development team in understanding use cases and bug identification
- Collaborated with product management to implement system-wide improvements
Maintenance Release Manager
Vayant Travel Technologies
03.2012 - 09.2013
- Coordinated scheduled releases and updates, including weekly reporting
- Collected, modeled and analyzed data in order to make proactive adjustments to plans and meet all milestones
- Collaborated with project stakeholders, including developers, quality assurance team members and business analysts
- Analyzed projects to determine resource requirements and provisioning necessary product extensions
- Managed and motivated project teams to promote collaboration and keep members on-task and productive
Quality Assurance Specialist
Vayant Travel Technologies
02.2011 - 03.2012
- Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches
- Prepared QA evaluation reports and submitted to management
- Gathered data on integration issues and vulnerabilities and reported all findings, including improvement recommendations
- Developed and maintained quality assurance procedure documentation
Customer Service Supervisor
Lessno LLC
10.2007 - 02.2011
- Handling customer escalation and investigating more complex complaints
- Established and updated work schedules to account for changing staff levels and expected workloads
- Exceeded team goals and collaborated with staff members
to implement customer service initiatives - Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
Education
Master of Science - Accounting
University Of National And World Economy
Sofia2010
Bachelor of Science - Public Administration
University Of National And World Economy
Sofia2008
Skills
- Roadmap development
- User story creation
- Design thinking
- Business analysis
- Agile/Scrum frameworks
- Analyzing data and requirements
- Managing projects
- Writing project proposals
Additional Information
- MacOS , Linux, Windows;
- MS Office (MS Project, MS Excel and SharePoint);
- Bug Tracking Systems (JIRA, Trac and OTRS);
- JIRA Portfolio and structures add-ons;
- Splunk administration;
- Versioning control systems (Git and SVN);
- XML and markdown markup languages;
- JSON;
- Basic SQL;
- Basic bash scripting;
- Worldspan and Amadeus Global Reservation Systems.
Certification
- Certified SAFe® 6 Product Owner/Product Manager, Amadeus IT Group, October 2024
- Project Management Professional (PMP)® 35 PDUs Certification Course, New Horizons Bulgaria, November 2019
- Certified Lean Six Sigma Green Belt, Honeywell Aerospace, December 2018
- Certified ISTQB Foundation Level, Quality House (SEETB Certifications), May 2012
- Certificate in Advanced English (CAE), July 2010
- Amadeus Basic Functionalities Certification Course, November 2009
- IATA Base and Ticketing Certificate, IATA&UFTAA, Amadeus Bulgaria, September 2009
Accomplishments
- Collaborated with team of 20 in the development of own in-house hotel booking platform.
- Integration projects for customers (Air Serbia, Royal Jordanian, Martinair, Gulf Air, Nippon Cargo Airlines and Lion Air Group), Honeywell (2016-2020)
- Customer Success workshop transformation, Honeywell, May 2019
- Six Sigma Integration Optimization Project, Honeywell, December 2018
- Annual User Conferences (preparation, presentation and customer feedback/workshops), Barcelona/Rome/Sofia/Athens, Honeywell, (2016-2019)
Timeline
Position Product Definition Analyst
Amadeus IT Group
03.2021 - Current
Customer Success Team Lead
Honeywell Aerospace
08.2017 - 02.2021
Customer Success Manager
Honeywell Aerospace
04.2016 - 08.2018
Support Engineer
Aviaso
09.2013 - 04.2016
Maintenance Release Manager
Vayant Travel Technologies
03.2012 - 09.2013
Quality Assurance Specialist
Vayant Travel Technologies
02.2011 - 03.2012
Customer Service Supervisor
Lessno LLC
10.2007 - 02.2011
Master of Science - Accounting
University Of National And World Economy
Bachelor of Science - Public Administration
University Of National And World Economy
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