Ana Keleptrishvili
@anakeleptrishvili
Senior Customer Operations & Experience Specialist | AI & Automation | Client & Partner Management | Process Improvement
GeorgiaWhat I'm looking for
At EVY, I manage complex customer cases, complaints, and escalations while coordinating with merchants and partners whose customers are covered by insurance. I achieved 99% QA scores and improve workflows through AI-assisted processes and 500+ operational macros.
Previously at Ryanair, I handled 50–60 complex passenger claims and escalations daily, assessing EC261/2004 eligibility, operational data, liability, and dispute risk. I balance customer experience, regulatory compliance, and business interests through clear, professional decisions.
Across travel agencies serving international and Polish-market clients, I’ve owned end-to-end client and B2B partner relationships, from onboarding and consultation through issue resolution, account support, and long-term relationship building.
Experience
Work history, roles, and key accomplishments
Senior Customer Operations & Claims Specialist
EVY
Jan 2026 - Present (8 months)
Manage complex customer cases, complaints, and escalations, ensuring positive outcomes. Achieved 99% QA scores and drive AI-assisted workflow improvements.
Managed 50–60 complex passenger claims and escalations daily, assessing eligibility and EC261/2004 requirements. Conducted business and risk analysis to evaluate liability and compensation exposure.
Client Success & Operations Specialist
Plan It Rite Travel Agency
Jan 2021 - Jan 2023 (2 years)
Owned end-to-end client relationships from onboarding through post-booking support. Delivered high-touch customer experience to international clients in a fully remote environment.
B2B Partner Success & Customer Relations Specialist - Polish Market
Mimino in Caucasus Travel Agency
Jan 2018 - Jan 2021 (3 years)
Managed B2B partner accounts across the Polish market, building long-term relationships. Served as primary point of contact, providing proactive support and resolving operational issues.
Education
Degrees, certifications, and relevant coursework
University of Wroclaw
Master's Degree, Political Science
Master's degree in Political Science with a focus on political communication, strategic communication, and media analysis.
Georgian University of Public Affairs
Master's Degree, International Relations & Diplomacy
Master's degree in International Relations and Diplomacy with a specialisation in international law, diplomacy, and international institutions.
University of Warsaw - Centre for East European Studies
Research Program, European Studies
Research program 'Young Scientists' with a specialisation in European Union law, EU policies, and regulatory analysis.
Ilia State University
Bachelor's Degree, Law & Administration
Bachelor's degree in Law and Administration with a specialisation in foundations of law, public administration, and legal systems.
Tech stack
Software and tools used professionally
Availability
Location
GeorgiaAuthorized to work in
PolandSalary expectations
Social media
Job categories
Skills
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