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Location

Georgia (country)

Rate

$8  / per hour

Years of experience

5+

About

I am an experienced customer support professional with a solid background in various roles across multiple companies. I began my career as a Customer Support Representative at Evolution Georgia, where I reviewed accounts, conducted risk assessments, and provided technical assistance to customers through email, live chat, and phone. My focus was on maintaining high confidentiality and effectively addressing customer needs and complaints. I progressed to a Senior Customer Support Representative role, where I helped employees understand organizational rules and regulations to boost productivity. I also built strong client relationships and supported team leaders in achieving organizational targets. As a Customer Support Team Leader at Cryptal Georgia, I ensured the effective use of resources by customer service representatives and collaborated with other departments to meet customer needs. I developed reports to track customer complaints and inquiries, identifying areas for improvement. In my role as a Customer Service Manager at BitOasis Cryptocurrency Exchange Platform, I recruited, mentored, and developed customer service agents, enhancing the customer service experience and facilitating growth. Currently, as a CRM Manager at Momus2006 N.V. (Pledoo.com), I collect and analyze customer data, manage CRM systems, handle customer complaints, and develop customer relationship management campaigns. My education includes a Bachelor of Business Administration from Caucasus University, and I am proficient in English and Georgian, with intermediate knowledge of Russian.

Tech Stack

Customer Service, CRM, Microsoft Dynamics, MS Office, Salesforce, SevenRooms

Experience

  • Collecting and analyzing customer data to improve relationship management and service delivery.
  • Using CRM systems to effectively handle customer interactions and improve satisfaction.
  • Recruiting, mentoring, and developing customer service agents to build and nurture a skilled team, enhancing overall service quality and efficiency.
  • Improving the customer service experience and facilitating organic growth through strategic implementation.
  • Ensuring customer service representatives make appropriate use of available resources, such as scripts and guidelines, to enhance service delivery.
  • Collaborating with other departments, such as marketing and sales, to align efforts and meet customer expectations.
  • Developing reports to track customer complaints, inquiries, and problems, analyzing interactions to identify areas for improvement in service processes.

Employment history

CRM Manager, Momus2006 N.V. (Pledoo.com) March 2023 - Current
  • Collecting and analyzing customer data
  • Using CRM systems to manage relationships
  • Developing new ways to meet customers’ needs
  • Handling customer complaints
  • Overseeing the interactions between customers and key team members
  • Creating and executing customer relationship management campaigns
  • Creating and implementing universal customer relationship procedures
  • Analyzing customer journeys and looking to increase sales
Customer Service Manager, BitOasis Cryptocurrency Exchange Platform May 2022 - February 2023
  • Recruit, mentor and develop customer service agents
  • Nurture an environment where agents can excel through encouragement and empowerment
  • Improve customer service experience and facilitate organic growth
  • Keep accurate records and document customer service actions and discussions
  • Develop service procedures, policies and standards
Customer Support Team Leader, Cryptal Georgia November 2020 - January 2022
  • Ensuring that customer service representatives are making appropriate use of available resources
  • Collaborating with other departments such as marketing or sales to ensure that customer needs are met
  • Developing reports that track customer complaints, inquiries, and problems
  • Identifying areas for improvement in the customer service process
Senior Customer Support Representative, Evolution Georgia September 2019 - October 2020
  • Intimate employees with the rules and regulations of the organization
  • Build strong healthy relationships with clients
  • Convince clients of all benefits of doing business with the organization
  • Create an open and accessible communication route for free flow of information
  • Give accurate direction and support to team leaders to facilitate successful completion of targets
Customer Support Representative, Evolution Georgia September 2018 - September 2019
  • Review accounts and carry out risk assessments before processing withdrawals
  • Maintain high confidentiality level according to internal procedures
  • Provide technical assistance and support for incoming queries related to product features
  • Communicate with customers via email, live chat, and phone
  • Understand customer needs and respond effectively
  • Work on complaints

Education history

Caucasus University 2014 - 2017 Bachelor of Business Administration
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