Ekaterine Todua
Tbilisi
Summary
Knowledgeable professional with several years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Head of Customer Support
MLSoft
Tbilisi
02.2024 - 07.2024
- Developed and maintained customer service policies and procedures.
- Developed training programs for new and existing customer support personnel.
- Created reports on the performance of the Customer Support team, including KPIs such as response time, first contact resolution rate.
Head of Customer Support
Crocobet.com
Tbilisi
11.2022 - 02.2024
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Prepared staff work schedules and assigned team members to specific duties.
Contact Center Head
VTB Bank Georgia
Tbilisi
12.2019 - 09.2021
- Developed and maintained customer service standards, practices, policies and procedures.
- Conducted regular performance reviews for all employees to ensure quality assurance standards were met.
- Analyzed call volume patterns and staffing requirements to ensure adequate coverage at all times.
Contact Center Manager
CMX Solutions GE
Tbilisi
09.2018 - 12.2019
- Managed daily operations of the contact center, including staffing, scheduling, and customer service.
- Monitored and evaluated employee performance to ensure compliance with company standards.
- Created reports outlining key performance indicators such as average handle time, first call resolution, abandonment rate.
Contact Center Team Leader
TTelia)
Tbilisi
09.2013 - 08.2018
- Assisted in developing and implementing training plans for contact center staff.
- Monitored call queues to ensure efficient customer service operations.
- Maintained daily records of team performance, attendance, and customer feedback.
- Conducted regular coaching sessions with team members to improve customer service skills.
- Resolved escalated customer inquiries in a timely manner.
Contact Center Representative
LTD Geocell (Telia)
Tbilisi
02.2010 - 09.2013
- Answered customer inquiries via phone, email and chat.
- Maintained call logs and records of customer interactions using CRM software.
- Developed and implemented new processes for handling customer inquiries efficiently.
Education
Bachelor of Science - Faculty of Social Science
Tbilisi State University
TbilisiSkills
- Customer Inquiry Management (CIM)
- Data reconciliation reporting
- Trend detection and analysis
- Front-end supervision
- Sales improvement
- Complaint Handling
- Team building and training
- Schedule Management
- Data Management
- Quality Control
- KPI Tracking
- Effective Communication
Certification
Ø “Effective sales skills / selling over the phone” – International Sales Institute.
Ø “Coaching Sessions” - By Nino Dzotsenidze, Leadership trainer and facilitator.
Ø “Training For Trainers” – By Lala Abdurahmanova, ICA; KEEL Academy.
Ø “Effective Coaching For Managers” - CSRDG Training Center.
Ø “GSM Basics” – Leliwa Ltd.
Ø “Digital Leadership Workshop” - OGI Europe.
Ø “Situational Leadership at workplace” – By Bulent Levi; Ken Blanchard Training Center.
Ø “SSL – Situational Self Leadership at workplace” – Ken Blanchard Training Center.
Ø “SSL T4T – Situational Self Leadership training for trainers” – Ken Blanchard Training Center.
Ø “Improving Sales Skills - Up Selling and Cross-Selling” – Center for Training and Consultancy.
Ø “Stress management at work place” – Center for Training and Consultancy CTC.
Ø “Access Success” – Achieving success and gaining business skills – By Nodar Sarjveladze, Training center “HRDF”.
Ø “Marketing and Management Course” – Training center HRDF.
Languages
Georgian
First Language
English
Advanced (C1)
C1
Russian
Advanced (C1)
C1
Timeline
Head of Customer Support
MLSoft
02.2024 - 07.2024
Head of Customer Support
Crocobet.com
11.2022 - 02.2024
Contact Center Head
VTB Bank Georgia
12.2019 - 09.2021
Contact Center Manager
CMX Solutions GE
09.2018 - 12.2019
Contact Center Team Leader
TTelia)
09.2013 - 08.2018
Contact Center Representative
LTD Geocell (Telia)
02.2010 - 09.2013
Bachelor of Science - Faculty of Social Science
Tbilisi State University
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