Open to opportunities

Ketevan User

@ketevanuser

Customer Support and Operations leader with 5+ years managing international teams and improving KPI-driven customer experience.

Georgia

Message

What I'm looking for

I’m looking for a role where I can lead international operations or support teams, drive KPI improvements, and elevate customer experience. I want a fast-paced environment with cross-department collaboration, clear performance goals, and room to scale processes.

I’m a Customer Support, Operations, and Sales leader with 5+ years of experience managing teams in international environments across iGaming, logistics, and outsourced support services. I’m known for supervising large operational teams, monitoring KPIs, and improving customer experience in fast-paced service environments.

I’ve led teams of 50–65 employees, coached and trained staff, and served as the main escalation point for complex operational or customer issues. I focus on service quality standards, consistent target achievement, and clear communication under high-volume conditions.

In partner-facing roles, I manage long-term B2B relationships through onboarding, contract support, account coordination, and proactive issue resolution. I act as a liaison between operators and internal departments to keep communication efficient and operational collaboration smooth.

I’m energized by process optimization and operational performance management—building efficient support processes, coordinating cross-department collaboration, and maintaining high service quality standards. I bring strong partner communication and a hands-on approach to ensure outcomes are measurable and customer-first.

Experience

Work history, roles, and key accomplishments

Sales Manager

ThunderSpin

Sep 2025 - Mar 2026 (6 months)

Managed partner communication and relationship development for a global B2B iGaming content provider, supporting contract discussions, onboarding, and account coordination. Acted as a liaison between operators and internal departments to resolve operational issues and maintain high partner satisfaction.

Partner Management B2B Sales Onboarding Account Coordination Contract Discussion Support Liaison Between Internal Departments

Sales Manager

Universal Transit

Mar 2025 - Sep 2025 (6 months)

Built and maintained B2B and B2C partner relationships in the U.S. logistics market, supporting onboarding and handling service-related inquiries. Coordinated with internal teams to ensure service continuity, timely issue resolution, and accurate documentation.

Partner Management Logistics Operations Onboarding Documentation

Team Manager

Evolution

Sep 2022 - Sep 2024 (2 years)

Led and managed teams of 50–65 employees in a high-volume international operational environment. Monitored KPIs and service quality, conducted coaching and performance reviews, and served as the main escalation point for complex operational and customer issues.

Team Leadership KPIs Coaching Performance Reviews Escalation Management Operating Performance

Floor Manager

Evolution

Sep 2020 - Sep 2022 (2 years)

Supervised daily operational processes and coordinated shift activities during high-volume service periods. Monitored performance against service standards, led training initiatives, and implemented process improvements to maintain consistent service quality.

Operating Performance Service standards Process Improvement Operational Efficiency Quality Assurance

Customer Support Team Lead

SupportSphere

Jan 2020 - Dec 2020 (11 months)

Supervised a customer support team delivering outsourced support across multiple digital communication channels. Managed scheduling and workload distribution, monitored service metrics, handled escalations, and coached the team to maintain consistent service quality.

Customer Support Leadership Escalations Coaching Quality Assurance

Customer Support Specialist

SupportSphere

Sep 2018 - Jan 2020 (1 year 4 months)

Delivered high-volume customer support through multiple digital platforms, resolving issues while maintaining strong communication and high satisfaction. Documented case interactions in internal systems and collaborated with internal teams to escalate and resolve complex issues.

Customer Satisfaction Case Documentation

Education

Degrees, certifications, and relevant coursework

Caucasus University

Bachelor’s Degree, Public Relations, Advertising, and Applied Communication

2020 - 2025

Activities and societies: Participated in student governance initiatives; focused on communication strategy, media engagement, and public relations.

Earned a Bachelor’s Degree in Public Relations, Advertising, and Applied Communication at Caucasus University from 2020 to 2025. Studied communication strategy, media engagement, and public relations while participating in student governance initiatives.