Natia Gasitashvili
Tbilisi
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 3 years of extensive leadership experience in Operations and Customer Support. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
8
8
years of professional experience
Work History
Customer Support Lead
Bolt
03.2023 - Current
- Identifying trends, risks, and improving opportunities
- Setting goals, making strategic decisions, and building Looker dashboards
- Leading & managing CS department (20+ people)
- Working closely with CEO, CFO, Ops, and legal teams
Private Tutor
Freelancer
09.2016 - 03.2023
- Sharing knowledge in Math and English
- Working with more than 10 pupils.
- Used positive reinforcement, repetition, and review to help students master challenging material.
- Traveled 1-10 km to various locations to provide tutoring sessions to students in need.
Activations Team Lead
Bolt
03.2022 - 02.2023
- Analyzing KPIs and handling monthly objectives of 5 people.
- Collaborating with cross-functional teams to support the execution of projects.
- Defining, implementing, and optimizing local operational processes and procedures.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Created and managed project plans, timelines and budgets.
Supply Operations Specialist
Bolt
06.2020 - 02.2022
- Working on Driver Campaigns (driver incentives): set up appr. 15 campaigns weekly in Admin to improve finished orders and online hours.
- Achieved the highest number of tasks in Ops team history in Jira
- Working and supporting cross-functional projects. For example, led Batumi operations and increased Finished orders and GMV by 20%.
- Worked in Zendesk, Canva, Crowdin, Infobip, Northpass, G Suite, etc.
Sales Consultant
Bank of Georgia
08.2017 - 03.2018
- Managed around 100-150 customers daily.
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Implemented up-selling strategies, encompassing recommendation of banking products.
- Maximized customer retention by resolving issues in 3-5 minutes.
- Contributed to a positive work environment by supporting fellow Front-desk Operators in achieving their individual goals and targets.
Education
Bachelor of Business Administration - Business Management And Technologies
International Black Sea University
Tbilisi, Georgia06.2020
Exchange Program - Economics
Stockholm School of Economics in Riga
Riga, Latvia12.2019
Skills
- Project Management
- Scrum, Kanban
- G Suite
- Jira, Confluence, Asana
- Looker, Mixpanel
- Feedback Management
- Team Management
- Escalation Handling
- Service Level Agreement Management
- Remote Support
- Activity Planning
- Incident Management
- Working with external parties
Accomplishments
- IT Project Management Course, 01/01/2024, 04/30/2024, Successfully completed and learned IT PM methods and skills
- Modern Leadership Methods, 03/01/2023, 04/30/2023, 1 month of training for the existing leaders to improve their knowledge and skills by using modern methods (Management Academy)
- Organizational Management and Soft Skills, 10/01/2018, Invited Professor from Amsterdam University of Applied Science, Clarence Van Der Putte delivered dynamic and interactive course
Languages
Georgian (native)
Proficient
C2
English
Advanced
C1
Korean
Elementary
A2
Projects
Affiliate Program, 10/01/2022, 03/31/2023, Increasing conversion and activation rates for Bolt drivers IVR project, 06/01/2021, 07/31/2022, Creating IVR flows for leads and churned drivers. Monitoring the flow performance, analyzing data, and making decisions based on analysis WhatsApp chatbot project, 01/01/2021, 05/31/2021, Creating moments, chart flows and monitoring data CookLab business plan, 06/01/2020, 07/31/2020, Learning and creating a business plan for an entrepreneurial idea
Hobbies and Interests
- Participate into new projects
- Leading
- Experiencing new opportunities
- Traveling
Software
Jira
Looker
Confluence
Mixpanel
Canva
G Suite
Zendesk
Work Preference
Work Location
On-SiteRemoteHybridImportant To Me
Company CulturePersonal development programsWork-life balanceTimeline
Customer Support Lead
Bolt
03.2023 - Current
Activations Team Lead
Bolt
03.2022 - 02.2023
Supply Operations Specialist
Bolt
06.2020 - 02.2022
Sales Consultant
Bank of Georgia
08.2017 - 03.2018
Private Tutor
Freelancer
09.2016 - 03.2023
Bachelor of Business Administration - Business Management And Technologies
International Black Sea University
Exchange Program - Economics
Stockholm School of Economics in Riga
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