Citrix
Desislava Andreeva
Workforce Real Time Analyst
Varna
Summary
Workforce management professional with experience in real-time data analysis and performance monitoring. Strong focus on team collaboration, achieving results, and adapting to changing needs. Expertise in workforce planning, schedule optimization, and utilizing analytical tools to drive efficiency and productivity. Known for reliability, clear communication, and problem-solving skills.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
6
6
years of professional experience
4
4
Languages
Work History
Workforce Real Time Analyst
Foundever Bulgaria EOOD
Varna, Bulgaria
11.2021 - 10.2025
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center locations.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Created training materials for new employees to provide information about attendance guidelines.
- Produced and updated documents, reports, and tracking spreadsheets using Excel, eWFM and Aurora.
Customer Support Executive
Foundever Bulgaria EOOD
Varna, Bulgaria
11.2020 - 11.2021
- Listened to customers' questions and concerns to provide answers or responses.
- Assigned and designated job territories to customer care staff according to performance and history.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved accounting, service and delivery concerns.
- Handled escalations on phone and email in an escalation team.
Waitress
Nida 2009 OOD
11.2020 - 01.2021
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Used cash registers and credit card machines to cash out customers.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Processed orders and sent to kitchen employees for preparation.
- Answered customers' questions, recommended items, and recorded order information.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
Sales Consultant
Zaharo ODD
03.2020 - 03.2020
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Followed up with existing customers to provide additional support and address concerns.
- Provided sales and customer service assistance to walk-in traffic
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
Assistant - Confectioner in a Cake Factory
Zaharo OOD
07.2019 - 09.2019
- Decorating sweets and cakes
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
- Developed new recipes and flavor combinations to enhance customer dining experience.
- Assisted with main processes for making the cakes.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Sales Associate
Art Spirit 13 OOD
05.2019 - 07.2019
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Solved customer challenges by offering relevant products and services.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Monitored customers for signs of security concerns and escalated issues to management.
- Prioritized helping customers over completing other routine tasks in store.
Education
Certificate - UI Design
Soft Uni Creative
Sofia, Bulgaria01-2022
High School Diploma -
SU Ivan Vazov
Pomorie, Bulgaria01-2020
No Degree - Psychology
Varna Free University "Chernorizets Hrabar"
Varna, Bulgaria09-2029
Certificate - Developmental Psychology
European Academy of Psychology And Applies Science
Online03-2025
Skills
Microsoft Excel
Staffing adjustments
Workforce software
Analyzing patterns
Resolving issues
Data analysis
Workforce management tools
Setting schedules
Decision-making
Analytical skills
Multitasking Abilities
Adaptability
Teamwork and collaboration
Languages
5,C1
Software
EWFM
Pulse
Zen - desk
Slack
Outlook
Teams
Aurora
SMC
Excel
ICX
Interests
Psychology
Music
Sports
Spirituality
Paddleboarding
Timeline
Workforce Real Time Analyst
Foundever Bulgaria EOOD
11.2021 - 10.2025
Customer Support Executive
Foundever Bulgaria EOOD
11.2020 - 11.2021
Waitress
Nida 2009 OOD
11.2020 - 01.2021
Sales Consultant
Zaharo ODD
03.2020 - 03.2020
Assistant - Confectioner in a Cake Factory
Zaharo OOD
07.2019 - 09.2019
Sales Associate
Art Spirit 13 OOD
05.2019 - 07.2019
Certificate - UI Design
Soft Uni Creative
High School Diploma -
SU Ivan Vazov
No Degree - Psychology
Varna Free University "Chernorizets Hrabar"
Certificate - Developmental Psychology
European Academy of Psychology And Applies Science
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