Customer Service Representative

Candidate is a Customer Service Leader with over 7 years of experience in customer support, team management, and operational leadership across global organizations. Skilled in improving processes, reducing Average Handling Time (AHT), and driving sales growth through effective training, coaching, and KPI management. Proven success in managing remote and on-site teams, developing training strategies, and resolving conflicts to enhance performance. Proficient in German and English, with strong communication and interpersonal skills. Certified Supervisor with experience in outbound sales, aviation projects, and cross-functional collaboration. Holds a Master’s in Governance and a strong academic foundation in media studies, political sciences, and journalism.

Tbilisi State University / Bachelor of Arts in TV-Radio Journalism

2003-2005

Free University,Berlin / Bachelor of Arts in Political Sciences

2007-2008

Potsdam University / Bachelor of Arts in European Media Studies

2008-2013

Hagen University / Master of Arts in Governance

2016 - Present

Supervisor

Industry: Outsourcing and Offshoring Consulting

July 2023 - Present

• Operational management

• Training of new hires, coaching

• Creating and managing team schedules, workflow

• Reporting to HR and senior management

• Helping to resolve employee issues and disputes

• Conflict-management

• Team KPIs (Key Performance Indicators) monitoring and management

• Feedback and coaching

• Conducting team training

• Team-oriented training planning

• Development of training strategies

Team Manager

Industry: Outsourcing and Offshoring Consulting

May 2018 - July 2023

• Planning strategies to achieve team and company goals

• Control of employees execute tasks and make changes when needed

• Conflict-management

• Operational management

• Team KPIs (Key Performance Indicators) monitoring and management

• Coaching, feedback, and guidance

• Facilitating team development

• Collaborative training strategy formulation

• Training program design

Assistant Reporter

Industry: Broadcast Media Production and Distribution

Apr 2011 - Jun 2011

• Researching the actual information/sources

• Creating a list of relevant topics

• Discussing the obtained information with the team

• Making the appointments for the reports

• Creating the report and shaping it for the news