Open to opportunities

Giorgi Ramazashvili

@giorgiramazashvili

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VIP account manager in gambling, specializing in retention, revenue growth, and customer-first leadership.

Georgia

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What I'm looking for

I’m looking for a role where I manage VIP accounts end-to-end—using behavior and deposit insights to retain players, drive personalized offers, and support teams through coaching and consistently high service standards.

I’m an experienced, decisive professional in the gambling industry, specializing in VIP account management and customer retention. I analyze customer behavior and deposit activity to make informed decisions that maximize revenue while ensuring VIP clients receive the right treatment and personalized offers. I’m known for building strong relationships, handling sensitive cases confidently, and resolving complex situations with professional, culturally aware communication.

I also coach and guide agents through complex cases to improve team performance and maintain high service standards. Across customer support and CRM workflows, I track escalations and manage case work using tools like Jira, Freshworks, and Microsoft Excel, supporting metrics such as CSAT, KPI tracking, and SLA compliance.

Experience

Work history, roles, and key accomplishments

Current

VIP Account Manager

Current

Sixvalues

Jul 2025 - Present (1 year)

Built trusting relationships with VIP players to ensure satisfaction and long-term loyalty. Analyzed player activity and coached agents on complex cases to support retention and revenue growth through personalized offers and bonuses.

VIP Account Management Customer Retention Customer Support Coaching Team Leadership Jira Freshworks Microsoft Excel

Customer Care Specialist

Sixvalues

Dec 2024 - Jul 2025 (7 months)

Provided fast, caring support to solve complex customer issues and supported teammates on higher-knowledge or higher-authority cases. Served as a go-to expert for newer agents and contributed to improving team performance and customer satisfaction.

Customer Support Knowledge Sharing Customer Satisfaction Jira Freshworks Microsoft Excel

Live Support Specialist

Evolution Gaming

Nov 2022 - Dec 2024 (2 years 1 month)

Provided professional live support to players during live sessions, handling questions, technical issues, and account inquiries while following operational procedures. Monitored sessions to ensure fair play and compliance with company standards and maintained high customer satisfaction.

Live Support Technical Support Player Support Customer Satisfaction Jira Freshworks Microsoft Excel

Acting Team Lead – Real Estate

T.G.I. T.A.M.P. Group

Aug 2021 - Jun 2022 (10 months)

Managed a shift-based team of real estate agents to ensure smooth operations, consistent performance, and high service standards. Supervised client relationship management and negotiations, assigned tasks, monitored workloads, and supported agents with complex or sensitive cases.

Team Leadership Shift Management Client Relationship Management Negotiation Task Process Oversight Team Support Microsoft Excel