Looking for a job

ani mikiashvili

@animikiashvili

Customer Success Team Lead at PropVIVO, leading a 15-member team and improving customer service through process changes.

Georgia

Message

At PropVIVO, I lead a 15-member Customer Success team serving the U.S. market. I manage complex escalations and monitor service performance to identify risks and process improvements.

At Maizen, I built customer journeys and loyalty programs that increased repeat purchases by 35% for 150+ corporate clients. Across customer success, healthcare, hospitality, education, and banking roles, I’ve improved customer satisfaction, retention, onboarding, and service operations through CRM and process improvements.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Team Lead

Current

PropVIVO

Jun 2026 - Present (3 months)

Lead a 15-member Customer Success team, managing escalations and monitoring performance to improve service quality.

Customer Success Team Leadership Escalation Management SLA Monitoring Performance Monitoring Process Improvement

Sales & Business Development Manager

Maizen

Oct 2024 - Nov 2025 (1 year 1 month)

Built structured customer journeys and loyalty programs, increasing repeat purchases by 35% and strengthening retention for 150+ corporate clients.

Customer Journey Mapping Loyalty Programs CRM Implementation Customer Retention Team Coaching Upselling Cross Selling

Client Success & Retention Manager

Maizen

Jan 2023 - Oct 2024 (1 year 9 months)

Standardized service journeys and communication routines, improving customer engagement and repeat purchases. Introduced CRM monitoring, enhancing lifecycle reporting and customer visibility by 30%.

Customer Engagement CRM Monitoring Lifecycle Reporting Retention Partner Coordination

Head of Representative Office

BAU Global

Jun 2022 - Oct 2024 (2 years 4 months)

Managed a portfolio of 200+ prospective and enrolled students, improving satisfaction and conversion by 30%. Coordinated onboarding, payments, and communication with 7 international partners.

Student Records Lifecycle Management Onboarding Partner Coordination Digital Tracking Customer Satisfaction

B2B Sales & Events Manager

Vazisubani Estate

Jun 2022 - Jan 2023 (7 months)

Strengthened repeat bookings by 20% through post-event follow-ups and personalized guest engagement. Managed full client journey from inquiry to post-event communication.

B2B Sales Event Management Client Engagement Follow up Customer Journey

Patient Experience Manager

American Medical Centers

Jun 2020 - Jun 2022 (2 years)

Increased satisfaction from 88% to 96% through proactive communication and faster issue resolution. Implemented CRM tools, reducing delays by 30% and billing errors by 90%.

Patient Experience CRM Implementation Issue Resolution Process Improvement Customer Satisfaction

Sales & Marketing Executive

Holiday Inn Telavi

May 2018 - May 2020 (2 years)

Increased repeat bookings by 25% through personalized follow-ups and guest communication. Improved guest satisfaction to 9.3/10 through faster responses and service recovery.

Sales Marketing Guest Communication Follow up Service Recovery

Personal Banker

TBC Bank

Dec 2016 - May 2018 (1 year 5 months)

Managed a portfolio of 250+ clients, strengthening engagement, retention, and product adoption. Increased lifetime value through personalized financial guidance and proactive follow-ups.

Client Portfolio Management Engagement Retention Product Adoption Financial Guidance

Customer Service Representative

Bank Republic

Jan 2016 - Dec 2016 (11 months)

Served 80-100 clients daily, resolving issues and supporting product adoption. Consistently exceeded KPIs, demonstrating strong performance and feedback.

Customer Service Issue Resolution Product Adoption KPI Achievement