Sulkhani Mzhavanadze
Tbilisi,TB
Summary
Seasoned Customer Support Team Lead with 7 years in customer service and 2 years leading support teams. Proven expertise in driving customer satisfaction and operational efficiency through a blend of analytical skills, strategic team management, and effective coaching. Skilled in leveraging data to analyze performance metrics and operational trends. Proficient in addressing and resolving complex customer issues with a proactive, solution-oriented approach. Experienced in fraud management, including anti-money laundering (AML) practices and transaction monitoring via Lexis-Nexis at Bank of Georgia.
Overview
7
7
years of professional experience
Work History
Customer Support Team Lead
Bank of Georgia
09.2022 - Current
- Championed a positive work environment that encouraged employee motivation, engagement, and retention.
- Managed a team of customer support representatives, ensuring consistent quality in service delivery.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Monitored employee productivity to ensure optimal staffing levels were maintained at all times.
- Fostered a culture of continuous learning by sharing best practices across the team regularly.
- Collaborated with cross-functional teams to address customer needs and improve overall experience.
- Analyzed performance metrics to identify areas for improvement and develop action plans accordingly.
Assistant of Customer Support Team Lead
Bank of Georgia
06.2021 - 08.2022
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Assisted manager in all aspects of business operations.
Customer Support Manager
Bank of Georgia
08.2017 - 05.2021
Education
Bachelor of Economics And Business Administrations
Tbilisi State University
Tbilisi08.2018
Skills
- Team Management
- Inter-department collaboration
- Problem-Solving
- Multitasking
- Analytical Skills
- MS Office
- AML - Transactions monitoring
- GC - Card Support (RTPSIssuer)
- Lexis Nexis
Languages
Georgian
Native language
English
Advanced
C1
Russian
Beginner
A1
Timeline
Customer Support Team Lead
Bank of Georgia
09.2022 - Current
Assistant of Customer Support Team Lead
Bank of Georgia
06.2021 - 08.2022
Customer Support Manager
Bank of Georgia
08.2017 - 05.2021
Bachelor of Economics And Business Administrations
Tbilisi State University
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