Talent-2794
Ana
Customer Servie Representative
Middle
Georgia
Professional Summary
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.
Video of Talent
Portfolio
Education
Bachelor — Economics and business
Tbilisi State University
Master- Business Administration and Managment
Ilia State University
Certifications and Trainings
Experience
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
