Koki Gigineishvili
Customer Support Specialist/Claims Specialist
Tbilisi
Summary
Customer-focused professional with proven experience in customer service, client relations, and sales. Adept at resolving issues, building strong relationships, and maintaining high customer satisfaction while driving sales growth. Skilled in communication, problem-solving, multitasking, and sales strategies, with a strong commitment to delivering excellent service.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Claims Specialist
Pharmbills
05.2024 - 12.2024
- Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Managed insurance claims disputes and financial processes for two facilities, ensuring accurate resolution and timely processing of claims
- Maintained accurate records by diligently updating claim files and ensuring all required documentation was submitted in a timely manner.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
- Followed up with customers on unresolved issues.
Customer Support Supervisor
DSPro LLC
Tbilisi, Georgia
06.2023 - 04.2024
- Promoted to Manager within 5 months for demonstrating leadership, dedication, and consistent performance above expectations.
- Oversaw a high-volume call center, managing up to 500 daily inquiries and ensuring smooth operations and efficient resolution of customer issues
- Trained and mentored new employees, ensuring high standards of customer service and operational efficiency.
- Analyzed customer feedback to identify areas for improvement.
- Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
- Assisted team members in resolving customer satisfaction issues.
- Reduced employee turnover by creating a positive work environment that encouraged growth and development.
Customer Support Specialist
DSPro LLC
Tbilisi, Georgia
02.2023 - 06.2023
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Successfully handled 100+ customer calls per day, consistently providing accurate information and resolving issues to achieve high customer satisfaction
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Collaborated with sales teams to identify opportunities, up-sell products, and exceed targets.
Education
Faculty of Law
Ivane Javakhishvili Tbilisi State Univeristy
Tbilisi 09.2018 - 09.2022
Skills
Claims processing
Customer service excellence
Customer Support & Communication
Problem Solving & Issue Resolution
Time Management & Multitasking
CRM Software
Proficiency in Microsoft Office Suite
Customer relationship management (CRM)
Training and coaching
Customer relations
Team leadership
Timeline
Claims Specialist
Pharmbills
05.2024 - 12.2024
Customer Support Supervisor
DSPro LLC
06.2023 - 04.2024
Customer Support Specialist
DSPro LLC
02.2023 - 06.2023
Faculty of Law
Ivane Javakhishvili Tbilisi State Univeristy
09.2018 - 09.2022
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