Technology
Erekle Matcharadze
Customer Support Representative
Tbilisi,Varketili
Summary
Dynamic individual with hands-on experience in customer service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Content Moderator
Majorel
Tbilisi, K'alak'i T'bilisi
03.2023 - 04.2024
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Proactively identified areas requiring policy updates or clarifications, reducing the occurrence of inconsistencies in content moderation decisions.
- Continuously sought personal development opportunities to stay informed about industry trends and emerging challenges related to content moderation and online safety.
- Strengthened team efficiency by training new moderators on best practices, guidelines, and workflow processes.
Junior Team Lead
Focus Solutions
Tbilisi, K'alak'i T'bilisi
01.2022 - 03.2023
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Assisted in recruitment to build team of top performers.
Customer Support
Evolution Gaming
07.2020 - 01.2022
- Answering support queries via telephone, portal, email, and live chat
- Assist with the handling of major incidents, identifying and raising any trends to the relevant parties where necessary
- Provide first-line resolution for incidents and service requests where possible
- I am awarded Consultant of the Month three times
- Helped reduce First Response Time by 20% within the first quarter of employment
- Boosted company reputation by consistently delivering exceptional customer support and maintaining positive client relationships.
- Trained new hires in company policies, procedures, and best practices for providing top-notch customer support.
- Provided exceptional customer support by utilizing active listening skills and empathy to understand customer needs fully.
- Delivered exceptional customer support, resolving complex issues while maintaining a professional demeanor.
Solo Junior
Bank of Georgia
Tbilisi, K'alak'i T'bilisi
10.2017 - 01.2018
- By harnessing strong customer relationships, continuous digital innovation, and cutting-edge banking solutions, we aim to deliver 20%+ ROAE and c.10% growth of the loan book in the medium term
- Administered V.I.P clients
- Worked with clients in person & via phone to answer questions, process transactions & resolve issues
- Compiled paperwork such as loan files & Payment histories
- Was helping Solo Bankers
- Provided extensive financial advice to clients on deposits, and personal loans
- Highest work rate solo Junior
- Sold the most solo Packages in my branch
- Cross-sold bank products and services to meet customer needs and provide options.
- Boosted sales of bank products through effective cross-selling and up-selling techniques.
Education
Informational Technologies -
Business And Technological University
Tbilisi 09.2018 - 09.2022
Skills
- Strong Attention to Detail
- Ability to Use Positive Language
- Continuous Improvement Mindset
- Effective Interpersonal Communication
- Solid Decision-Making Skills
- Strong Organization Skills
- Cultural awareness
- Patience and tolerance
Certification
BRITISH COUNCIL CERTIFIED STUDENT, 08/01/18, 09/01/19
Personal Information
Date of Birth: 09/29/00
Interests
Coding
Sports
Video Games
Marvel
Timeline
Content Moderator
Majorel
03.2023 - 04.2024
Junior Team Lead
Focus Solutions
01.2022 - 03.2023
Customer Support
Evolution Gaming
07.2020 - 01.2022
Informational Technologies -
Business And Technological University
09.2018 - 09.2022
Solo Junior
Bank of Georgia
10.2017 - 01.2018
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