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Adelina Gevorgyan

@adelinagevorgyan

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I lead remote customer support teams and optimize operations to cut ticket backlogs and improve response times.

Armenia

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What I'm looking for

Customer support leader with 8+ years of experience in customer service, operations, escalations, and process improvement. Seeking a fully remote Team Lead, Supervisor, or Manager role to drive customer satisfaction, team performance, operational excellence, and continuous improvement.

I’m a Remote Customer Support Team Lead & Operations Supervisor with 8+ years of experience across US and EU markets. I lead 1st line support teams, manage escalations, track KPIs, and optimize workflows to reduce ticket backlog and improve response times in telecommunications and logistics environments.

I’m hands-on with coaching and quality assurance, using SLA monitoring and performance reporting to raise service delivery—cutting response times by 20% and improving operational efficiency by 20%. I also bring operations and process improvement strength from coordinating customer and cross-functional stakeholders, strengthening vendor relationships, and improving accuracy and compliance through data-driven process refinements.

Experience

Work history, roles, and key accomplishments

Customer Support Team Lead

Imagine Broadband

Mar 2025 - Jan 2026 (10 months)

Led a remote customer support team, ensuring timely resolution of customer inquiries and technical issues. Optimized support processes to reduce SLA response times by 20% and improved service delivery quality.

Customer Support Leadership Escalation Management SLA Team Coaching Quality Assurance Customer Experience (CX)KPI Tracking Workflow Optimization

Operations Coordinator

EMATER USA

Sep 2024 - Jan 2025 (4 months)

Coordinated cross-functional teams across sales, marketing, logistics, and customer operations to ensure efficient service delivery. Streamlined order fulfillment workflows, improving operational efficiency by 20%, while monitoring vendor relationships and KPIs.

Customer Operations order fulfillment Vendor Management KPI Tracking Workflow Optimization CRM

Customer Operations Coordinator

EMATER USA

Sep 2024 - Jan 2025 (4 months)

Coordinated cross-functional customer operations and streamlined order-fulfillment workflows, improving operational efficiency by 20%. Managed vendors and KPI reporting to ensure timely issue resolution and smooth service delivery.

Operational Coordination order fulfillment Vendor Management KPI Reporting Customer Operations Freshdesk MS Teams

Operations & Revenue Coordinator

Trucking Zone Education USA

Aug 2023 - Jul 2024 (11 months)

Coordinated operational workflows and customer service processes, contributing to a 20% increase in customer acquisition. Analyzed performance and supported revenue forecasting to improve reporting accuracy.

Customer Service Operations Revenue Forecasting Customer Acquisition Workflow Optimization KPI Tracking

Customer Support & Documentation Associate

Reload Freight

Mar 2021 - Jul 2023 (2 years 4 months)

Provided customer support and operational assistance, ensuring accurate documentation and compliance across international logistics processes. Monitored performance metrics, identified process improvement opportunities, and supported timely issue resolution between customers, carriers, and internal stakeholders.

Customer Support International Logistics Support Carrier Coordination Performance Metrics Quality Control Process Improvement

Legal Operations Lead

FINLAW

Jan 2019 - Jan 2020 (1 year)

Streamlined legal processes in the real estate division, improving contract lifecycle management efficiency by 30%. Managed vendor relationships and negotiated service agreements, reducing department costs by 15% while implementing legal-tech and contract management systems to improve document accuracy for banking partners.

Legal Operations Contract Lifecycle Management Vendor Management Legal Tech Implementation Contract Management Systems