Open to opportunities

Davit Gelashvili

@davitgelashvili

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Operations leader with 10+ years driving performance, scaling teams, and improving customer metrics.

Georgia

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What I'm looking for

I am looking for a leadership role in customer operations where I can scale teams, improve CSAT and SLAs, implement data-driven processes, and build long-term client partnerships.

I am an operations leader with over a decade of experience in BPO and multinational customer service, having managed teams of up to 75 employees and led global projects for Fortune 500 clients. I focus on workforce planning, KPI reporting, and building high-performing, multicultural teams.

My track record includes improving SLA compliance from 82% to 95% through workflow automation, increasing CSAT from 78% to 90% within six months, and reducing attrition by 15% in 12 months with targeted coaching, feedback and bonus initiatives. I have led technology migrations — including Zendesk — that cut reporting time by 30% and implemented dashboards and SLA monitoring to drive operational insight.

I bring strong budget and forecasting experience, client relationship management, and a data-driven approach to process improvement. I seek to apply these strengths to scale operations, raise service quality, and deliver measurable results for customer-focused organizations.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Concentrix

Sep 2024 - Present (1 year 4 months)

Lead two global brand projects and a team of 75 employees, driving budget management, forecasting, client relationships, and process improvements to meet financial and performance targets.

Workforce Planning SLA Management Budgeting Forecasting Client Relationship Management Process Improvement Team Leadership Zendesk

Back Office Lead

Philip Morris International

Mar 2024 - Sep 2024 (6 months)

Oversaw daily back-office operations, supervised staff, and implemented KPIs and quality frameworks while managing performance monitoring, scheduling, and Excel-based reporting.

KPIs Excel Scheduling Performance Monitoring Reporting Process Optimization

Head of CRM

Global Software Solutions

Jul 2023 - Mar 2024 (8 months)

Implemented KPIs, dashboards, and SLA monitoring in Zendesk to enhance CSAT and service quality while managing the customer service team and optimizing business processes.

Zendesk SLA Management Dashboarding KPIs CSAT Process Optimization Team Management

Senior Partner Support Team Leader

Majorel Georgia

May 2021 - Jul 2023 (2 years 2 months)

Supervised and motivated partner support teams to meet KPIs and service targets through coaching, performance monitoring, reporting, and participation in hiring and staff development.