Vesela Chalakova Email & Phone Number

Sofia, Bg

Sofia, Bg

Sofia, Sofia City, Bulgaria

- Training high-performance Machine Learning models, using all tools provided by the Hyperscience platform, and solving real-world challenges for customers. - Serving multiple stakeholders in the organisation, ranging between pre-Sales, post-Sales, and the Engineering, Product and Design teams. - Understanding how to build effective AI models to achieve customer's success criteria- Independently handling data annotation projects, dealing with a variety of document types and data. - Identifying issues in data annotation guidelines and collaborating with the team to resolve them- Participating in the continuous improvement and creation if annotation processes and guidelines- Maintaining high standards of data quality, by reviewing own work, and other colleagues' work; by performing QA tasks and dataset reviews- Actively participating in discussions, brainstorming sessions, and cross-departmental collaboration- Providing monthly and quarterly updates to peers, Product, Design and Engineering teams with product feedback, bugs and improvement suggestions, resulting from using the Hyperscience platform- Performing beta testing in new product features/functionalities, as needed

Sofia, Sofia City, Bulgaria

- Full proficiency of the Conversational Cloud platform- Critical Service Management, working in a dynamic and agile environment- Performing maintenance checks via Kibana and additional backend tools to ensure stability in the overall health of the platform- Alert tracking via Anodot to ensure client account health- Daily communication with internal teams that include, but not limited to: NOC, Engineering, Account Managers, TAMs- Supervise day-to-day operations of the 24x7 Tier 1 support team by:o Correctly prioritizing cases in real-time based on existing definitionso Effectively managing crisis scenarios (ex: service interruptions, urgent production bugs, supervisor escalation requests)o Managing break/lunch assignments to ensure adequate coverageo Effectively leveraging team members to meet SLAs in times of high volumes to minimize missed support opportunitieso Promoting high NPSo Being the technical and soft skills lead for Tier 1, ensuring that established processes and procedures are followedo Promoting effective communication between team memberso Being the Point of Contact for internal customer questions- Answering overflow messaging conversations- Working high-priority cases and reviewing escalated cases to ensure no high-priority cases were missed- Identifying and prioritizing issues and escalations using defined processes- Ensuring that during crisis situations the correct information is passed between internal teams and clients as well as performing specific stability checks related to impacted services

- Handling of Excluded accounts that have requested specific company employees to service them. Assisting in troubleshooting their concerns and escalating properly- Troubleshooting Facebook, WhatsApp, Twilio, Twitter integrations. Verification of JWT and FB token expirations- Direct work with Tier 2 and Shift Supervisors on High Priority cases under a strict time limit.- Training and shadowing of new employees. Assisting them in familiarizing themselves with the platform- Chat Bots development and deployment. Initial setup, Bot flow and adjustments- Customer and Technical support, assisting consumers with queries regarding the service.- Troubleshooting and escalating to Internal teams. - Major work with APIs. Analyzing responses and debugging.- Internal communication between teams, targeting towards highest performance and KPIs. - Averaging with a CSAT score of 95% consecutively, reaching the monthly goal of 94-95%- Back-end data management, Audit Trail analyzing- Daily usage of HTML, CSS, JSON, DevTools

Sofia, Sofia City, Bulgaria

Bulgaria

High School Diploma, Hotel, Motel, And Restaurant Management

Bachelor'S Degree, Multimedia And Computer Graphics