Yordan Koparanov

I’m a Support Operations Specialist and Zendesk Administrator with 14+ years of B2B enterprise experience, focused on making support teams faster and more accurate. I implement and improve ticketing workflows, knowledge bases, and automations to deliver frictionless customer experiences across high-volume Nordic and global markets (C1 Swedish).

In my current role at Ingram Micro EOOD (01/2024–current), I serve as the primary operational lead for internal support systems. I manage and optimize the Zendesk environment to ensure efficient B2B ticket routing and SLA compliance, then continuously audit workflows to remove bottlenecks.

I’ve also strengthened operational delivery through practical automation and structure. I implemented a new integrated communication system within a one-week deadline, reducing manual administrative workloads, and I design and maintain the Knowledge Base so agents have immediate access to updated processes and technical documentation.

Previously, as a Sr. Account Executive (03/2016–01/2024), I bridged sales, logistics, and technical support for complex Nordic clients, using C1 Swedish and 8+ years of negotiation experience for Tier-1 escalations. Earlier, I performed Tier-2/3 support and deep-dive technical troubleshooting for enterprise Windows environments, which sharpened how I diagnose root causes and improve the end-to-end customer journey.