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Makedonka Milkova

@makedonkamilkova

Message

Motivated IT professional with expertise in service delivery and frontend development.

North Macedonia

Message

What I'm looking for

I am looking for a role that combines technical expertise with strategic impact, in a collaborative and innovative environment.

Strategic and people-focused IT professional with a proven track record in Agile service delivery, ITIL-based operations, and KCS-driven knowledge management. Known for transforming support teams into high-performing units through structured coaching, continuous improvement, and data-driven decision-making. Skilled in aligning service workflows with business goals, optimizing KPIs like CSAT, SLA, and FCR, and driving cross-functional collaboration across Dev, QA, and product teams. Currently pursuing a Master’s in Project Management to scale leadership impact in service excellence and digital transformation.

Experience

Work history, roles, and key accomplishments

IT Service Delivery Operations Lead - CX

Sopra Steria

Aug 2022 - Jan 2025 (2 years 5 months)

Led first-line and third-line service desks, achieving a 4.89 CSAT score through effective technical issue resolution. Implemented KCS framework and improved team productivity by 30%. Managed vendors and delivered 95% of projects on time using Agile principles.

IT Service Delivery Agile ITIL Office 365 Teams SharePoint Vendor Management Performance Tracking

Teaching Assistant

Kristiania University College

Sep 2021 - Jan 2022 (4 months)

Supported courses in Advanced Java and Programming Fundamentals. Prepared teaching materials and provided guidance to students, promoting active learning through discussions and activities.

Teaching Java Course Preparation Active Learning Communication Collaboration Technical Training

Sales Assistant

Clas Ohlson

Sep 2021 - Jan 2022 (4 months)

Delivered fast and responsive customer service using the 'Go Live' approach. Resolved issues quickly, maintaining high customer satisfaction levels.

Customer Service Problem Solving Communication Sales Customer Satisfaction Teamwork Service Delivery

Bachelor Thesis

AboveIt

Jul 2021 - Aug 2021 (1 month)

Designed a prototype in Figma and developed a desktop application using React with TypeScript/JavaScript. Managed collaboration with Jira and Trello, securing an A grade and positive feedback for further development.

Figma React TypeScript JavaScript Jira Trello User Research Collaboration Task Management

Education

Degrees, certifications, and relevant coursework

IU International University of Applied Science

Master of Science, Project Management

2025 - 2027

Currently pursuing a Master of Science in Project Management, focusing on strategic project planning and execution in a digital environment.

Kristiania University College

Bachelor of Science, Information Technology

2019 - 2022

Completed a Bachelor of Science in Information Technology with a focus on Frontend and Mobile Development, gaining hands-on experience in various programming languages and development frameworks.