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Irakli Shotadze

@iraklishotadze

Customer Support Manager at WAFFLER who designed customer journey workflows from scratch and maintains a 4.8/5.0 customer rating.

Georgia

Message

At WAFFLER - Belgian Waffles Takeaway, I designed customer journey workflows and service standards from scratch. I oversee customer engagement and review management on social media, maintaining a 4.8/5.0 average customer rating.

At Travel to Georgia, I directed support operations and tour delivery for 150+ regional tours while maintaining 95%+ CSAT. I built a customer feedback loop that helped reduce complaints by 30%.

At IBIS Styles Batumi, I managed guest inquiries, reservations, and ticketing workflows, achieving a 98%+ first-contact issue resolution rate. I also streamlined check-in and ticketing support, reducing customer wait times by 25%.

Earlier, I supervised scooter operations and field support at Scroll Eco, and delivered customer care and guided experiences for international tourists at Destination Management Company WONDERLAND. My work spans customer support, service operations, and customer experience across hospitality, travel, and tech-enabled services.

Experience

Work history, roles, and key accomplishments

Current

Client Support & Social Media Community Manager

Current

Freelance

Jun 2020 - Present (6 years 5 months)

Managed direct customer communications and social channels for major accounts, including White Sails Residential Hotel, Intergen Georgia, and RCT Healthcare Services. Achieved a 25% boost in community engagement through rapid response protocols.

Social Media Management Community Engagement Client Communication Meta Business Suite

Current

Co-Founder & Customer Experience Lead

Current

WAFFLER - Belgian Waffles Takeaway

Jun 2020 - Present (6 years 5 months)

Designed customer journey workflows and service standards from scratch, establishing a high-performing takeaway business. Oversaw customer engagement and review management, maintaining a 4.8/5.0 rating.

Customer Experience Design Service standards Social Media Management Review Management

Customer Experience & Support Specialist

IBIS Styles Batumi

Feb 2026 - Aug 2026 (6 months)

Managed end-to-end guest inquiries, online reservations, and ticketing workflows, achieving a 98%+ issue resolution rate on first contact. Acted as primary point of contact for VIP and corporate accounts, increasing repeat bookings by 15%.

Customer Support Ticketing Systems Reservation Management Issue Resolution VIP Account Management

Customer Operations & Service Manager

Travel to Georgia

Feb 2022 - Feb 2025 (3 years)

Directed customer support operations and tour delivery for 150+ regional tours, maintaining a 95%+ CSAT score. Built a customer feedback loop that reduced complaints by 30% and mentored a team of 8+ staff.

Customer Operations CSAT Optimization Feedback Systems Team Management Training Vendor Management

Customer Support & Operations Supervisor

Scroll Eco

Jul 2020 - Feb 2022 (1 year 7 months)

Supervised city-wide scooter operations and field support, reducing issue response time by 25%. Handled escalated inquiries and maintained 99% fleet uptime.

Operations Supervision Dashboarding Escalation Management Logistics Team Leadership

Customer Care & Tour Leader

Destination Management Company WONDERLAND

Jul 2016 - Jun 2020 (3 years 11 months)

Delivered end-to-end customer care and guided experiences for 1,000+ international tourists in English and Russian. Upsold custom excursion packages, driving $15k+ in additional revenue.

Customer Service Tour Guiding Upselling Multilingual Communication