Volunteering in organizing marathons
KETEVAN GVINCHIDZE
Service Desk Analyst
Tbilisi
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Administrator/Receptionist
Ameri Plaza Hotel
05.2021 - 07.2021
- Make and confirm reservations for guests
- Register and check guests in
- Compute all guest billings, accurately post charges to guest rooms and house accounts
Junior Service Desk Specialist
EPAM
08.2021 - Current
- Provide quick resolution and excellent customer service
- Keep record of problems and their resolution
- Follow-up with customers
Middle Service Desk Specialist
EPAM
06.2022 - Current
- Mentoring newcomers
- Updating Adaptation programs and instructions for operators
- Monitoring new requests and incidents, Problem Resolution, Escalation request to Management( If needed)
- Keep record of problems and their resolution
- Follow-up with customers
- Monitoring in non-standard shifts, performing On-Hand responsibilities;
- Processing incoming Requests in accordance with established KPIs
Flight Representative
Azal - Tbilisi International Airport
09.2023 - 11.2024
- Handle customer inquiries
- Ensuring a smooth travel experience
- Selling tickets
- Adding baggage and different services
- Gathering documents and report creation
- Manage requests for assistance, such as for unaccompanied minors, elderly passengers, or individuals with disabilities.
- Address any passenger issues or complaints, such as flight delays, cancellations, or seating problems.
- Offer alternatives for rebooking in case of disruptions.
- Work with customer service to resolve conflicts or difficulties passengers may face.
- Ensure passengers have a positive experience by offering assistance with accessibility needs
- Provide information about flight schedules, delays, gate assignments, and services.
IT Service Desk Analyst
EPAM
05.2024 - Current
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Diagnosing and resolving the issues where the process is not clear
- Managing complex problems and escalating it to appropriate teams
Education
School of Humanity and Liberal Arts - Female Emancipation, Problem According To, Virginia Woolf
Georgian-American University
09.2017 - 07.2021
Skills
Stress Resistance
Critical Thinking
Communication
Detail Oriented
undefinedAccomplishments
- Winner Of Literature Project, Youth Palace Georgia, 2015
- School Essay Winner, 2014
Certificates And Trainings
- New Leaders Initiative - Summer School, 08/01/19, Leadership
- Language and Cognitive Sciences Research Institute, 12/01/19, Participation In The Fourth Scientific Student Conference In Linguistics Theories, Methods and Data Analysis
- Georgian - American University, 05/01/18, Leadership and Management
- Getting Ready For Mentoring, 03/01/22, To learn different approaches for potential mentors
Interests
Passionate about crafting and DIY projects
Timeline
IT Service Desk Analyst
EPAM
05.2024 - Current
Flight Representative
Azal - Tbilisi International Airport
09.2023 - 11.2024
Middle Service Desk Specialist
EPAM
06.2022 - Current
Junior Service Desk Specialist
EPAM
08.2021 - Current
Administrator/Receptionist
Ameri Plaza Hotel
05.2021 - 07.2021
School of Humanity and Liberal Arts - Female Emancipation, Problem According To, Virginia Woolf
Georgian-American University
09.2017 - 07.2021
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