Davit Gelashvili
@davitgelashvili
Operations leader with 10+ years driving performance, scaling teams, and improving customer metrics.
What I'm looking for
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
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.
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.
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.
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.
Senior Solution Coach
Majorel Georgia
Mar 2019 - May 2021 (2 years 2 months)
Delivered coaching and performance feedback and conducted KPI monitoring and development plans to improve customer interactions and service quality.
Education
Degrees, certifications, and relevant coursework
Ilia State University
Bachelor's Degree, English Philology
2005 - 2009
Completed a Bachelor's degree in English Philology with coursework focused on linguistics, literature, and language pedagogy.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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