Андрій

Ivanchenko Andrew
 [open contact info](look above in the "contact info" section) |  [open contact info](look above in the "contact info" section) |  Odesa, Ukraine | 
[open contact info](look above in the "contact info" section)

Education
VNTU Vinnytsia
MASTER IN SOFTWARE ENGINEERING Sep 2024 – Jan 2025

VNTU Vinnytsia
BACHELOR IN SOFTWARE ENGINEERING Sep 2020 – June 2024

Experience
Simply Contact Remote
CUSTOMER SUPPORT Aug 2024 – March 2025
• Working with high loads through email and phone
• Communication in English

Simply Contact Remote
WORKFORCE MANAGER March 2025 – Jan 2026
• Forecasted workload and optimized agent to ensure operational efficiency
• Managed schedules for 300+ agents for optimal coverage
• Reduced staffing gaps during peak hours by analyzing historical workload trends

Simply Contact Remote
JUNIOR ANALYST Jan 2026 – Feb 2026
• Optimized data reporting process
• Built new Excel tools
• Managed operational workloads
• Planning staff capacity
• Corelated historical data with planned workload
• Analized team KPI
• Collected data for reports

Skills
MS Office: Advanced Word, Advanced Excel (Pivot tables, VLOOKUP)
Math: Advanced
Basic Software Development: Java, Python, C, C++, JavaScript, HTML, CSS, SQL
Communication: Experienced in conducting business communication via email and phone in English
Skilled at identifying customer needs and providing clear solutions to keep high satisfaction levels
Ability to handle difficult conversations professionally
Decision-Making: Assessing multiple minor responsibilities and deciding on the order of execution to meet tight deadlines
Making data-driven decisions to optimize agent schedules based on real-time workload fluctuations
Evaluating small analytical tasks and selecting the most effective approach to ensure accurate results
Team Player: Working closely with teams and management to align agent schedules with operational requirements
Facilitating a balance between employee needs and business objectives within the WFM framework
Consistently delivering on analytical responsibilities to support the overall success and efficiency
Stress Resistance: Proven ability to maintain high productivity and accuracy in data-driven tasks during peak workloads
Maintaining a calm and professional demeanor when dealing with urgent analytical tasks
Quickly adjusting to changing schedules or sudden increases in workload without compromising quality