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Masho Giorgadze

@mashogiorgadze

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Operations shift lead at Bolt Food who raised CSAT by 15% and improved merchant searchability by 75%.

Georgia

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At Bolt Food, I handled shift operations for 14 support agents, raising CSAT by 15% to 86% while keeping first response time under one minute. I also handled high-priority escalations and ran account verification and compliance workflows in line with GDPR guidelines.

I reorganized 500+ merchant tags in Looker, increasing searchability and conversion by 75%. I also led English-to-Georgian app localization and UX microcopy adaptation, and shared user-journey friction points with product and operations teams.

With the Student Youth Council, I researched and wrote successful Erasmus+ grant proposals and designed promotional content and workshops. Through ERASMUS+ International, I directed youth exchange logistics and facilitated workshops in Norway, Armenia and Lithuania.

Experience

Work history, roles, and key accomplishments

Senior Support Specialist & Operations Shift Lead

Bolt Food

Oct 2024 - Sep 2026 (1 year 11 months)

Oversee real-time shift operations, directing queue distribution and maintaining performance targets for CSAT, FRT and resolution efficiency. Handle shift operations for a team of 14 support agents, raising CSAT by 15% to 86% while keeping first response time under 1 minute.

CSAT FRT Queue Management Escalation Handling GDPR Looker Localization UX Microcopy Zendesk Google Workspace

Project Manager

Student Youth Council

Jan 2023 - Dec 2025 (2 years 11 months)

Researched and wrote successful Erasmus+ grant proposals, turning early concepts into fully funded international programs. Designed promotional content, workshop agendas and engagement strategies tailored for multicultural audiences.

Grant writing Project Management Content Creation Workshop Design Multicultural Engagement

Project Team Lead & Facilitator

ERASMUS+ International

Jan 2022 - Dec 2025 (3 years 11 months)

Directed international youth exchange projects in Norway, Armenia and Lithuania, managing end-to-end ground logistics, daily itineraries and cross-cultural conflict resolution. Ran interactive capacity-building workshops and acted as the primary link between international delegates and host NGO leaders.

Project Management Logistics Cross Cultural Communication Workshop Facilitation Conflict Resolution

Junior Support Specialist

Bolt Food

Nov 2024 - Oct 2025 (11 months)

Promoted from Junior Support Specialist to Senior Support Specialist and Operations Shift Lead. Supported customer operations and contributed to team performance.

Customer Support Zendesk Google Workspace

STEM Teacher

Private Practice

Jan 2022 - Dec 2024 (2 years 11 months)

Taught online chemistry and biology lessons, adapting explanations to individual learning styles and breaking complex scientific concepts into clear steps.

STEM Education Chemistry Biology Online Teaching Adaptability

Education

Degrees, certifications, and relevant coursework

Caucasus University

Bachelor of Psychology, Psychology

Bachelor of Psychology expected July 2027, with over 90% of degree requirements completed. Focus areas include Organizational & HR Psychology, Consumer Decision-Making, and Applied Behavioral Science.