ilia tevzadze

I’m a Customer Support Team Lead focused on CX operations and conversational automation. I’ve led end-to-end support workflow delivery across chat, email, and phone, turning customer pain points into structured execution through phase-gate delivery.

In my CX automation work, I’ve built and optimized intelligent chatbot workflows with Voiceflow, Botpress, and Dialogflow, and I’ve scaled omnichannel messaging using ManyChat and Chatfuel. I’ve delivered measurable outcomes like improving ticket/call labeling by 37%, increasing CSAT by 55% (with Klaus QA and a Local Managed Services lab), and maintaining a greater than 95% KPI rating.

My leadership experience centers on launching and strengthening CX functions—ownership of SOPs, playbooks, escalation paths, and reporting processes. I’ve coached and mentored teams, managed capacity and financial planning for a 4-person team, and coordinated Jira-based delivery with product and technical teams while building Excel-based workload and trend visibility.

I bring a data-driven, process-first mindset to every engagement, from complaint handling and QA to incident drills and risk alerting. I also work hands-on with self-hosted help desk and automation stacks (Chatwoot, FastAPI, Ollama) so support can move faster while staying high-quality.