Vaska Mineva
Dubai,DU
Summary
- Empowering leader with a strong passion for leading and developing high-performing teams
- Senior healthcare results-driven leader brining 13 years of industry and service experience
- A visionary leader, dedicated to driving strategic transformative change to elevate service business to the next heights
Overview
13
13
years of professional experience
Work History
Head of Service Middle East, Turkey & Africa
Philips Health Systems
01.2022 - Current
- Responsible for Service Commercial Growth (%CSG) initiatives to enhance profitability
- Managed P&L performance, utilizing forecasting and financial analysis to optimize operational efficiency against AOP targets
- Responsible for strategic transformational directions in the service domain, including Go-To-Market models
- Ensured customer satisfaction and relationships by overseeing cross- functional teams for seamless service delivery
- Formulated and executed channel partner commercial strategies to maximize performance
Service Delivery Leader Middle East & Turkey
Philips Health Systems
01.2020 - 01.2022
- Led transformation from de-centralized to centralized operational teams and decision-making processes
- Oversaw multicultural team of field engineers and service managers, ensuring high customer satisfaction and relationships across the region
- Fully accountable for driving profitable service P&L
- Enhanced service delivery efficiency by implementing process improvements and streamlining workflows
Service Business & Operations Manager
Philips Health Systems
04.2018 - 01.2020
- Managed overall service business, overseeing operations and kept service organization compliant with company policies and procedures.
- Developed and executed strategies for service in both direct and indirect (channel partners) organizations
- Ensure high-quality service and customer satisfaction while driving profitability
- Led day-to-day operations, including oversight of technical teams, field service engineers (FSEs), and customer care centers
Customer Service Operations Lead
Philips Health Systems
07.2015 - 04.2018
- Managing operational center of excellence for channel partners across cross multiple markets
- Successfully delivered yearly productivity targets at central level by driving transformative initiatives to enhance delivery efficiencies
- Established technical support (Level 2) center of excellence for channel partners
- Led and managed a multicultural team comprising 10+ nationalities
Distributor Operations Officer
Philips Health Systems
07.2011 - 07.2015
- Streamlined distribution processes to enhance efficiency and reduce delivery times for channel partners
- Elevated customer satisfaction through exceptional service and support provided to channel partners
- Proactively addressed complaints and issues, showcasing a dedication to excellent customer service
- Executed service contracts for channel partners and ensured fulfillment of SLAs against these contracts
Education
Master of Science - International Business, Strategy & Innovation
Maastricht University
Maastricht, The Netherlands 03.2016
Bachelor of Science - International Business, Marketing & Management
Fontys University
Eindhoven, The Netherlands 02.2009
Skills
- Customer Satisfaction
- People Management
- Business Development
- Channel Partner Management
- Service Delivery
- Leadership Development
- Strategic Business Planning
- Stakeholder Management
Languages
English
Bilingual or Proficient (C2)
Dutch
Bilingual or Proficient (C2)
Macedonian
Bilingual or Proficient (C2)
Timeline
Head of Service Middle East, Turkey & Africa
Philips Health Systems
01.2022 - Current
Service Delivery Leader Middle East & Turkey
Philips Health Systems
01.2020 - 01.2022
Service Business & Operations Manager
Philips Health Systems
04.2018 - 01.2020
Customer Service Operations Lead
Philips Health Systems
07.2015 - 04.2018
Distributor Operations Officer
Philips Health Systems
07.2011 - 07.2015
Master of Science - International Business, Strategy & Innovation
Maastricht University
Bachelor of Science - International Business, Marketing & Management
Fontys University