CKCristina Elena Kovacs
@cristinaelenakovacs
Results-driven Workforce Management Professional with expertise in data analysis.
CzechiaWhat I'm looking for
I am a results-driven and detail-oriented Workforce Management (WFM) Professional with over 5 years of experience in customer service, real-time analysis, and team leadership. My expertise lies in workforce management processes, call center operations, and data-driven decision-making. I have a proven track record of managing teams, optimizing workflows, and implementing best practices to achieve organizational goals.
Currently, I serve as a Real Time Analyst at Kiwi.com, where I monitor and analyze real-time performance metrics to ensure optimal staffing and operational efficiency. I collaborate closely with operations and WFM leadership to align on processes and business objectives. My role involves conducting trend analysis and providing actionable insights to improve cost-effectiveness and customer satisfaction. I am also dedicated to training and mentoring team members, fostering a culture of continuous improvement.
Experience
Work history, roles, and key accomplishments
Real Time Analyst
Kiwi.com
Feb 2021 - Present (4 years 4 months)
As a Real Time Analyst at Kiwi.com, I monitor and analyze performance metrics to ensure optimal staffing and operational efficiency. I collaborate with leadership to align on processes and provide actionable insights for improvement. Additionally, I develop workforce schedules and train team members on WFM tools.
Customer Support Agent
Teleperformance
May 2019 - Jun 2021 (2 years 1 month)
In my role as a Customer Support Agent at Teleperformance, I provided front-line support for a streaming service, addressing customer inquiries and resolving issues related to account management and technical problems. I consistently achieved high customer satisfaction ratings.
Customer Support Agent
CGS
Jan 2018 - Jan 2019 (11 months)
As a Customer Support Agent at CGS, I resolved inquiries for a major email provider, focusing on account management and technical issues. I maintained product knowledge and collaborated with teams to enhance service delivery, achieving high customer satisfaction ratings.
Education
Degrees, certifications, and relevant coursework
UBUniversity of Bucharest
Master’s Degree, Data Analysis in Business
Master’s Degree in Data Analysis in Business, focusing on data-driven decision-making and analytical skills applicable in business contexts.
UTUniversity of Transylvania
Bachelor’s Degree, Computer Science
Bachelor’s Degree in Computer Science, covering programming, algorithms, and software development principles.
UBUniversity of Bucharest
Bachelor’s Degree, Business Administration
Bachelor’s Degree in Business Administration, providing a foundation in business principles, management, and organizational behavior.
Tech stack
Software and tools used professionally
Availability
Location
CzechiaAuthorized to work in
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