Open to opportunities

Nadya Genova

@nadyagenova

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Business Intelligence analyst specializing in data-driven insights, dashboards, and process automation.

Bulgaria

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What I'm looking for

I am seeking a BI or analytics role where I can build dashboards, automate reporting, influence strategy with insights, and collaborate with stakeholders.

I am an analytically driven Business Intelligence professional with a strong foundation in mathematics and statistics, focused on turning data into actionable business recommendations.

At Concentrix I develop and maintain interactive reports and dashboards in Qlik Sense, Salesforce, and Excel, automate reporting pipelines, and use PostgreSQL and ETL processes to improve data quality and forecasting accuracy.

Previously I supported real-time operations and workforce planning at Crypto.com, tracking KPIs, delivering shrinkage and adherence reports, and mentoring junior team members to improve performance and service outcomes.

I combine technical skills in BI tools, SQL, Power Query, VBA and data visualization with disciplined problem-solving, adaptability from competitive triathlons, and a commitment to delivering clear, stakeholder-aligned insights.

Experience

Work history, roles, and key accomplishments

Current

Business Intelligence Analyst

Current

Concentrix

Dec 2023 - Present (1 year 10 months)

Developed and maintained interactive Qlik Sense, Salesforce, and Excel BI solutions, automated reporting pipelines, and delivered data-driven recommendations that improved forecasting accuracy and reduced manual forecasting time by 17%.

Qlik Salesforce PostgreSQL ETL Excel (Power Query VBA)Data Visualization Forecasting KPI Tracking

Real-Time Analyst

Crypto.com

Nov 2022 - Dec 2023 (1 year 1 month)

Monitored real-time operations and KPIs (SLA, AHT, CSAT), produced shrinkage and adherence reports, and implemented workforce optimization strategies to maintain SLA targets and improve operational responsiveness.

Monitoring Workforce Management MS Excel KPI Tracking Intercom Google Sheets Strategic Planning

Senior Customer Experience Associate

Crypto.com

May 2022 - Nov 2022 (6 months)

Mentored junior staff, resolved escalations, and managed performance-related activities to maintain high customer satisfaction and improve team effectiveness.

Customer Service Mentoring Escalation Management Training Performance Monitoring Conflict Resolution

Customer Experience Associate

Crypto.com

Jul 2021 - May 2022 (10 months)

Handled customer requests and internal stakeholder communications, maintained product knowledge, and contributed to improving customer satisfaction and retention.

Customer Support MS Excel Empathy Problem Solving Product Guidance

Shop Assistant

Кътчето на Тони

Jan 2019 - Jul 2021 (2 years 6 months)

Managed customer orders and recommendations, handled specialized requests under tight deadlines, and improved operational efficiency through rapid skill acquisition.

Customer Service Order Management Communication Time Management Conflict Management Sales Support

Bartender

Diagonal

Jun 2018 - Nov 2018 (5 months)

Managed bar inventory and storage procedures, supported social media marketing efforts, and served a multicultural clientele while maintaining stock levels and service quality.

Inventory Management Customer Service Time Management Social Media Marketing Attention To Detail Multicultural Communication