Customer Service Representative

Candidate is a Workforce Management Analyst with over 5 years of experience specializing in scheduling, capacity planning, and reporting for large teams of 300–500 employees in outsourcing environments. Experienced in optimizing workforce efficiency for German-speaking customer service agents by collaborating closely with team managers, quality assurance, and operations teams. Proven expertise in workforce management, data analysis, and customer service operations, with a strong track record in team coordination and process optimization. Skilled in handling customer interactions across multiple channels, including phone, email, and chat, with fluency in German. Adept at using workforce management and scheduling tools to improve operational performance and resource allocation in high-demand settings.

Ilia State University / Music TechnologyMusic Technology

2020 - 2026

Tbilisi State University / PsychologyPsychology

2017 - 2020

WFM Analyst II

Industry: Outsourcing and Offshoring Consulting

Dec 2024 – Present

Workforce Management Operations Specialist

Industry: Outsourcing and Offshoring Consulting

Jun 2021 – Dec 2024

Customer Service Representative Lead

Industry: Outsourcing and Offshoring Consulting

Sep 2020 – Jun 2021

Customer Service Representative

Industry: Outsourcing and Offshoring Consulting

Aug 2019 – Sep 2020

Game Manager

Industry: Undisclosed

Feb 2018 – Mar 2018

Teacher Assistant

Industry: Education

Jan 2018 – Feb 2018

Park Employee

Industry: Amusement Park

Jul 2016 – Aug 2016

Volunteer

Industry: Undiclosed

Jul 2015 – Aug 2015