Theоdora Alexandrova

Conducted quality assurance reviews of AI-generated outputs, evaluating reasoning quality, instruction-following, contextual accuracy, and response consistency. Performed advanced prompt evaluation and calibration, identified recurring performance gaps, and coached trainers to improve quality metrics across large-scale remote workflows.

Built and managed Bulgarian BPO sales operations, creating workflows, KPIs, onboarding structures, and performance monitoring processes across multiple markets. Led QA coordination and team coaching, contributing to #1 global sales performance for 4 out of 7 months.

Developed customer engagement strategies using behavioral analysis and competitor research, and created onboarding materials, scripts, and training frameworks for new team members. Improved outbound engagement performance through process optimization and collaborated with international managers to maintain operational consistency.

Delivered top international sales performance across multiple global markets by developing personalized sales scripts and engagement strategies. Supported onboarding and coaching of new sales agents, maintaining strong performance within lean remote operations.

Acquired and engaged customers across high-volume entertainment and hospitality venues by adapting sales and communication approaches to diverse international audiences. Built foundational skills in persuasion, objection handling, and customer relationship management.

Resolved hardware, software, and access-related technical issues for international clients by translating complex technical information into clear, user-focused solutions. Strengthened troubleshooting and analytical thinking while delivering support under high-pressure conditions.

Supported customer engagement, promotional campaigns, and brand visibility initiatives while strengthening client interaction and communication skills. Assisted with customer acquisition, upselling, and relationship-building in fast-paced multicultural environments.

Provided technical support for broadband, telephony, and TV service issues by troubleshooting, configuring, and resolving customer problems. Developed customer-focused communication and strong technical troubleshooting skills to support service continuity.

Diagnosed and resolved critical infrastructure and server issues by analyzing logs and troubleshooting data to restore functionality for high-priority systems. Promoted to Critical Engineer within two months and developed custom troubleshooting scripts to improve operational efficiency and issue resolution speed.

Managed daily studio operations, including client coordination and scheduling workflows, while improving sales performance through strategic customer engagement and upselling. Developed promotional campaigns, scripts, and communication strategies for customer acquisition and coordinated between artists and clients to maintain service quality.

Conducted market research and behavioral analysis to support strategic marketing initiatives and interpret datasets into actionable recommendations. Evaluated campaign performance, identified optimization opportunities, and collaborated cross-functionally on research-driven communication strategies.

Earned a Bachelor of Public Relations & Business/Corporate Communications from New Bulgarian University.

Completed a High School Diploma with a focus on Information Technology at Tsar Simeon Veliki High School.