Adriana Popova

• As a Real Time Analyst, I am a key member of the Workforce Management (WFM) team, responsible for ensuring customer and business expectations are met. I monitor all call and agent activity, demonstrate expertise in real-time management, and exhibit strong decision-making skills in executing real-time action plans. I am analytical and apply critical thinking, while also building solid relationships with internal cross-functional teams.

In my role, I assist clients and restaurants through phone, chat, and email. Reduced escalations by proactively addressing customers' needs and providing thorough solutions. I have contributed to updating restaurant information in our system. Promoted a positive work environment by actively contributing ideas during team meetings aimed at enhancing overall productivity. This position has taught me effective time management, task prioritization, and collaboration with teammates to ensure high levels of customer and restaurant satisfaction.

My role involved continuous communication with the company's clients, requiring me to handle various situations that demanded quick and rational decision-making to ensure customer satisfaction. This experience has honed my patience, understanding, and compassion towards others.