Elene Mishvelidze
@elenemishvelidze
Customer success leader with a proven track record in team management.
GeorgiaWhat I'm looking for
As a dedicated professional in customer success, I have honed my skills in team leadership and operational excellence. My experience at Concentrix as a Team Leader allowed me to manage a team of 19 agents, where we achieved remarkable customer satisfaction scores, including a CSAT score of 95 and an NPS of 84. I take pride in creating effective communication guidelines and training programs that enhance team efficiency and knowledge-sharing.
Prior to my role at Concentrix, I served as a Team Manager at Majorel Georgia, overseeing the daily operations of 24 customer support agents. My leadership contributed to achieving the highest NPS within company projects, and I actively worked on improving team KPIs by identifying bottlenecks and coaching team members. My journey in customer service began as a Customer Support Agent at Guru.ge, where I developed strong communication skills and a commitment to resolving customer inquiries effectively.
Experience
Work history, roles, and key accomplishments
Team Leader - Customer Success
Concentrix
Feb 2023 - Nov 2024 (1 year 9 months)
Managed a team of 19 Customer Success agents, achieving a CSAT score of 95 and NPS of 84. Overlooked service quality evaluation procedures and created customer success and communication guidelines.
Team Manager – Customer Service
Majorel Georgia
Aug 2021 - Dec 2022 (1 year 4 months)
Managed and oversaw day-to-day operations for 24 Customer Support agents, achieving the highest NPS within company projects (NPS score 86). Overlooked team's KPIs and collected feedback for product teams.
Customer Service Representative
Majorel Georgia
Apr 2021 - Aug 2021 (4 months)
Collaborated with cross-functional teams to escalate and resolve complex issues efficiently. Provided customer service to various stakeholders, resolving an average of 50 inquiries per day via phone, email, and live chat.
Customer Support Agent
Guru.ge
Oct 2020 - Mar 2021 (5 months)
Communicated with clients via social media channels, assisting customers with e-commerce product-related issues. Managed communication with key accounts such as tour operators, venues, and sites.
Education
Degrees, certifications, and relevant coursework
Skillcraft Academy
Certificate, Customer Success
2024 - 2024
Successfully completed the “Customer Success Winning Strategies” training program. Developed advanced skills in customer success methodologies and strategic approaches.
SEU University
Bachelor’s degree, Social Sciences – Psychology
2019 - 2019
Studied Social Sciences with a focus on Psychology. Gained knowledge in psychological theories and research methods.
Evgeni Mikeladze Musical University
Diploma, Music
2009 - 2017
Attended the Evgeni Mikeladze Musical University. Focused on musical studies and performance during this period.
Availability
Location
GeorgiaAuthorized to work in
Job categories
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