Amaka Ichu
Performance Analyst
Sofia,22
Summary
Detail-oriented Performance Analyst with a strong background in customer service and team coordination. Promoted in 2023 for exceptional performance in quality reviews and communication accuracy. Currently completing Scrum training to transition into a leadership role. Passionate about improving processes, supporting team development, and delivering consistent service quality.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Performance Analyst
Capital.com
Sofia, Sofia-Capital
09.2023 - Current
- Review customer communications (chat, email, calls) to ensure accuracy, tone, and compliance
- Provide regular feedback and quality coaching to customer service agents
- Deliver monthly reports and data trend analysis to Team Leads and Management
- Identify communication gaps and recommend actionable improvements
- Conduct training sessions to improve service consistency and product understanding
- Support onboarding and up-skilling of new team members
- Lead the internal Social Committee, organizing events and activities to improve team morale and cross-department bonding
- Streamlined reporting processes for increased efficiency and improved decision-making capabilities.
Customer Service Specialist
Capital.com
Sofia, Sofia-Capital
12.2021 - 08.2023
- Handled customer inquiries with accuracy and care
- Resolved issues efficiently while keeping customers satisfied.
- Supported internal teams by sharing common customer concerns
- Recognized for clear communication and reliability
- Enhanced customer satisfaction by resolving issues promptly and professionally
- Maintained up-to-date knowledge of product and service changes
Data Entry Analyst
CXG BPO
Sofia, Sofia-Capital
11.2019 - 11.2021
- Responsible for entering invoice data into a database
- Input and upload e-invoice data for analysis
- Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them
- Identified issues, analyzed information and provided solutions to problems
- Kept optimal quality levels to prevent critical errors and support team performance targets
- Delivered consistent quality results under tight deadlines, ensuring timely completion of essential tasks and assignments.
- Trained new employees on proper data entry procedures, reducing learning curve and time-to-competency ratios.
Night Manager
Kroger
Jackson, WY
05.2017 - 10.2017
- Supervised night shift operations and assisted staff with customer issues
- Managed cash handling, stock control, and shift reports
- Trained new hires on store procedures and customer service expectations
- Ensured smooth transitions between night and day teams
- Managed 7 employees in delivering smooth, productive night shift operations.
- Fostered positive work environment, leading by example and encouraging open communication among night staff.
Education
MBA - Business Administration And Management
Varna University of Management
Varna, 03 10.2021 - Current
Bachelor of Arts - International Business Management
Cardiff Metropolitan University
Cardiff, UK 10.2020 - 10.2021
Bachelor of Science - Business Management; Finance
Varna University of Management
Varna, 03 10.2016 - 07.2020
Skills
- Team Coordination & Mentorship
- Customer Relations Management
- Agile Methodology (Scrum - in progress)
- Active Listening & Good communication skills
- Microsoft Office (Word, Excel, Outlook)
- Using CRM and QA tools
- Report Preparation & Performance Feedback
- Training & Onboarding Support
- Team Coordination & Mentorship
Certification
Scrum Master Certification (in progress)
Timeline
Scrum Master Certification (in progress)
08-2025
Self- studied Time Management techniques to improve productivity
01-2025
Performance Analyst
Capital.com
09.2023 - Current
Customer Service Specialist
Capital.com
12.2021 - 08.2023
MBA - Business Administration And Management
Varna University of Management
10.2021 - Current
Bachelor of Arts - International Business Management
Cardiff Metropolitan University
10.2020 - 10.2021
Data Entry Analyst
CXG BPO
11.2019 - 11.2021
Night Manager
Kroger
05.2017 - 10.2017
Bachelor of Science - Business Management; Finance
Varna University of Management
10.2016 - 07.2020
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