Denitsa Nedeva
Sofia
Summary
Results-focused professional with deep understanding of business analytics and data-driven decision-making. Proven ability to generate valuable insights and streamline processes. Skilled in data interpretation and strategic planning. Delivered key contributions to cross-functional teams, driving efficiency and process improvements. Demonstrated expertise in data analysis and problem-solving.
Overview
12
12
years of professional experience
Work History
Sr. Analyst, Global Analytic Insights
Concentrix Services EOOD
06.2022 - Current
- Identify areas of improvement and develop solutions based on the analysis
- Developed KPI tracking dashboards, reducing manual reporting time
- Creating dashboards and reports requested by the internal client
- Assisted in the development of predictive models to identify churn accounts
- Cleaned and prepared large data sets for analysis, ensuring accuracy and integrity
Team Lead
HCL Technologies
08.2017 - 06.2022
- Quality Assurance - providing quality control on team members' performance
- Trainer "Business processes"
- Dealing with dissatisfied customers, handling complaints
- Analyzing and reporting teams' achievements, as well as coaching and developing teams' weaknesses
- Reporting - product analysis /strong and weak areas of the support/
Technical Support Representative L2
HCL Technologies
07.2016 - 08.2017
- Proficient knowledge in all the supported hardware and software
- Contribute to the technical information and best practices assisting team members' in technical troubleshooting
- Develop communicational and working relationship with the team
Service Desk Representative With Spanish L1
HCL Technologies
04.2014 - 07.2016
- Providing bilingual (Spanish-English) clinical support to healthcare professionals
- Maintain technical proficiency and knowledge of business processes and company ethics
- Building rapport with users
Service Desk Specialist Spanish L1
TELUS International Europe
11.2013 - 04.2014
- Delivering excellent Spanish and English support in payment transaction cards
- Flexible working schedule
Education
Master's degree - IT Project Management
New Bulgarian University
01.2021
BBA (Bachelor of Business Administration) -
New Bulgarian University
01.2017
Skills
- Data Analysis and Cleansing (Excel, Power Query)
- Data Visualization (Tableau, Power BI)
- Projects creation (Microsoft Project)
- General Use (O365)
- Google Suite
- Analytical and critical observations abilities
- Self-driven productivity
- Time management and prioritization skills
- People management
- Willing to learn
Languages
English
Advanced (C1)
Spanish
Intermediate (B1)
Timeline
Sr. Analyst, Global Analytic Insights
Concentrix Services EOOD
06.2022 - Current
Team Lead
HCL Technologies
08.2017 - 06.2022
Technical Support Representative L2
HCL Technologies
07.2016 - 08.2017
Service Desk Representative With Spanish L1
HCL Technologies
04.2014 - 07.2016
Service Desk Specialist Spanish L1
TELUS International Europe
11.2013 - 04.2014
Master's degree - IT Project Management
New Bulgarian University
BBA (Bachelor of Business Administration) -
New Bulgarian University
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