elene grdzelidze
@elenegrdzelidze
Customer Support Specialist at Wolt who resolved customer, courier, and merchant issues while meeting a 91% case-handling-time target.
GeorgiaWhat I'm looking for
At Wolt, I resolved customer, courier, and merchant cases in a 24/7 support environment. I achieved 91% case-handling-time performance against a 91% target while balancing speed, accuracy, customer experience, and policy compliance.
I handled delivery delays, missing or incorrect items, refunds, cancellations, product-quality concerns, and courier-related issues. I worked with courier partners, merchants, and internal teams to investigate complex cases and coordinate next steps.
At SKA Juice Bar, I progressed from Juicer to Team Lead and then Shift Lead. As Shift Lead, I coordinated daily operations, supported onboarding, coached team members, and resolved escalated customer concerns.
I'm targeting Customer Success opportunities in international SaaS and startup teams. My experience includes customer retention, escalation management, onboarding support, and tools such as HubSpot CRM, Zendesk, and Intercom.
Experience
Work history, roles, and key accomplishments
Achieved 91% case-handling-time performance against a 91% target while resolving customer, courier, and merchant issues in a 24/7 support environment. Collaborated with internal teams and applied refund and compensation policies consistently.
Shift Lead
SKA Juice Bar
Jan 2024 - Aug 2024 (7 months)
Led daily shift operations in a fast-paced customer-facing environment, coordinating workflow, service quality, and team support. Resolved escalated customer concerns in real time and coached team members on service standards.
Team Lead
SKA Juice Bar
Sep 2023 - Jan 2024 (4 months)
Led and motivated a small team to achieve daily service and workflow goals while maintaining a welcoming customer experience. Coordinated staff responsibilities, delegated tasks, and supported onboarding and training.
Juicer
SKA Juice Bar
May 2023 - Sep 2023 (4 months)
Delivered friendly, efficient customer service while preparing fresh juices and beverages, maintaining product quality and food-safety standards. Managed stock replenishment and developed teamwork and time-management skills.
Education
Degrees, certifications, and relevant coursework
Ivane Javakhishvili Tbilisi State University
Bachelor's Degree, Social and Political Sciences
2022 -
Pursuing a Bachelor's degree in Social and Political Sciences, with expected completion in June 2026.
Academy of Digital Industries
Human Resources Course, Human Resources
2025 - 2025
Completed practical HR training covering people processes, communication, and workplace fundamentals; certificate earned.
Academy of Digital Industries
Brand Design, Brand Design
2023 - 2023
Completed brand-design training focused on visual communication and creative problem solving.
Academy of Digital Industries
Graphic Design, Graphic Design
2023 - 2023
Completed graphic-design training; developed practical skills in Adobe Photoshop and Adobe Illustrator.
Tech stack
Software and tools used professionally
Availability
Location
GeorgiaAuthorized to work in
Salary expectations
Social media
Job categories
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