Elisabed Janjgava

Manage a portfolio of 130–150 corporate client accounts, serving as the primary point of contact for account management, service inquiries, and issue resolution. Build and maintain long-term B2B relationships through proactive client outreach and relationship-focused account management.

Conducted 400–500 weekly quality evaluations across Customer Support, Operations, and Business teams, assessing communication quality, process adherence, compliance, and customer experience standards. Delivered structured feedback and coaching sessions to improve service quality.

Managed high-volume trust and safety operations within a global digital platform environment, reviewing 8,000+ cases monthly while maintaining high accuracy and quality standards. Analyzed complex cases involving identity verification, policy compliance, and risk assessment.

Promoted from Customer Support Associate after demonstrating analytical problem-solving skills and ownership. Supported 100–200 courier partners monthly by providing guidance on workflows, performance expectations, and operational issues.

Delivered multi-channel support via chat, email, and phone to customers, courier partners, and merchant partners within a multi-sided B2B2C marketplace environment in Georgian and English. Managed approximately 150-250 daily support cases related to deliveries, payments, accounts, refunds, and service issues.

Evaluated customer-facing performance of Mission Managers across phone, chat, and email channels within a digital banking environment. Monitored service quality indicators and provided quality insights to leadership.

Provided customer support within a digital banking environment through phone, email, and online communication channels. Assisted customers with account-related requests, loan application processes, identity verification, and service navigation.

Completed undergraduate coursework in Social Sciences with a focus on Psychology.