Nelli Ivanova

Experience

• 

  Teleperformance Portugal

  Apr 2018 - Nov 2021

  • Comparison of forecasted and actual volumes to examine variance;• Performance/productivity/capacity analysis• Real-time support and monitoring• Service Level and other KPIs control• Schedule creation and validation • Ensuring the team’s development, monitoring and evaluation; • Motivating the team; • Managing the team daily, according to internal policies; • Ensuring the accomplishment of the Key Performance Indicators; • Developing action plans for continuous improvement. • Assist customers while online booking of hotels, holiday packages and other travel-related services; • Telephone booking of services / sales (for incoming customer calls only); • Provide helpful and effective service for both “in travel” and “post travel” concerns; • Assist customers with questions regarding payment, changes, cancellation or any other concerns

  • Real Time Analyst

    Aug 2020 - Nov 2021

  • Supervisor

    Dec 2019 - Aug 2020

  • Customer Service Representative

    Apr 2018 - Dec 2019
• 

  Teleperformance

  Nov 2021 - Jan 2022

  Planning Analyst
• 

  Mercedes-Benz Customer Assistance Center Maastricht NV

  Jan 2022 - now

  • Business Analyst

    Mar 2024 - now

  • Workforce Management Analyst

    Jan 2022 - Mar 2024