Overview
Work History
Education
Skills
COMPUTER SKILLS
Languages
Certification
Timeline
Generic

Ana Dolidze

Tbilisi

Overview

8
8
years of professional experience
1
1
Certification

Work History

Workforce Analyst

TBC Bank
07.2023 - Current
  • Prepare and deliver daily, weekly, and monthly reports to monitor key performance indicators (KPIs) such as service levels, call statistics, CX, and AHT, providing insights to improve operational performance.
  • Responsible for staff forecasting and scheduling to ensure optimal coverage and meet service level targets.
  • Monitor and manage real-time team performance to ensure adherence to schedules and maintain service levels.
  • Maintained regular communication with employees to identify issues, offer support, and implement solutions, resulting in improved employee satisfaction and performance.
  • Collaborated with management to align workforce strategies with business goals, optimizing team performance and contributing to overall success.
  • Onboard new employees, guiding them through necessary processes and registering them in relevant programs and systems to ensure smooth integration.
  • Coordinate and monitor training programs for new and existing employees, ensuring they are fully prepared for their roles and operational tasks.

Border Management unit

Ministry Of Internal Affairs
07.2017 - 07.2023
  • Collaborated with international organizations including UNHCR, FRONTEX, UN, IOM, OSCE, and ICMPD on various projects.
  • Project Management Related to Border Management

Education

Free University of Tbilisi
2023

Tbilisi State University
2017

Skills

  • Logical and Analytical Thinking
  • Problem Solving
  • Detail-Oriented
  • Team Player
  • Time Management
  • High Sense of Responsibility
  • Leadership
  • Stress Management

COMPUTER SKILLS

  • Data Analysis: Strong experience with Excel for data manipulation and reporting.
  • Data Visualization: Skilled in using Power BI to create dashboards and visual reports.
  • CRM Software: Experienced with Oracle CRM for managing customer relationships.
  • Customer Support Software: Experienced with Zendesk for managing support tickets and customer inquiries.
  • Project Management: Familiar with Jira for tracking project progress and managing workflows.
  • Workforce Analytics: Experienced with Zendesk for analyzing workforce performance and optimizing operations.

Languages

English
Advanced
C1
Russian
Elementary
A2

Certification

  • TBC IT Academy - Power BI Advance Course Certificate
  • Cambridge study - two month professional training course
    “Emotional Intelligence”
  • Enhanced Corporation for Secure borders and Safe Migration (IOM)-
    “Interviewing Skills”

Timeline

Workforce Analyst

TBC Bank
07.2023 - Current

Border Management unit

Ministry Of Internal Affairs
07.2017 - 07.2023

Tbilisi State University

Free University of Tbilisi

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Ana Dolidze