Nadya Genova

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%.

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.

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

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

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

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

Enrolled in Software University studying subjects including Python to develop programming and software development skills.

Completed a Bachelor of Arts in Tourism with coursework in economics, statistics, law fundamentals, sociology, and marketing.

Secondary education focused on mathematics, statistics, English, SQL, databases, Python, HTML, and Microsoft Office products.