Customer Service Representative

Ana has solid experience in customer support, technical support, and operations, currently handling client communication, issue escalation, ticket creation, and coordination between internal and external teams. She is highly comfortable working with ticketing systems and collaboration tools, including Jira Service Management, Slack, Confluence, Outlook, Teams, and Telegram. Her background involves managing different types of technical and service requests through Jira-based help desk environments, giving her strong exposure to structured support workflows. She also has experience working in fast-paced support environments and demonstrates good coordination skills when working across multiple teams.

Bachelor — Economics and business

Tbilisi State University

Master- Business Administration and Managment

Ilia State University

Service Desk Analyst L1 & L2 — Sep 2025 – Present

• Provide first and second-line technical support for users

• Diagnose and resolve hardware, software, and system issues

• Manage ticketing systems, ensuring timely resolution and escalation

• Maintain high standards of customer service and user satisfaction

Project Manager – Product Sourcing & Workflow Optimization — May 2024 – Aug 2025

• Managed end-to-end sourcing operations between clients and international suppliers

• Acted as the main point of contact for B2B coordination

• Oversaw supplier communication, negotiations, and quality assurance

• Implemented ClickUp to improve workflow tracking and team visibility

• Ensured alignment of logistics, pricing, and delivery timelines

Service Manager – Technical Support & Knowledge Base — 2021 – 2025

• Managed service desk operations and ticketing workflows

• Provided technical support and resolved user issues efficiently

• Created and maintained knowledge base documentation

• Improved processes using Agile methodologies

• Coordinated with internal teams to enhance service quality

Mentor (Onboarding & Training) — 2019 – 2021

• Led onboarding and training programs for new employees

• Delivered sessions on tools, workflows, and service standards

• Monitored performance and provided feedback for improvement

• Promoted a culture of knowledge sharing and collaboration