natia khatiashvili

I’m a CRM Manager with 5+ years managing multi-channel customer communications—email, chat, SMS, push, in-app messaging, and popups. I coordinate with internal teams to plan and execute customer communications, ensure on-brand messaging for VIP user segments, and keep high-volume workflows moving with clear documentation.

In incident and problem management roles, I monitored and coordinated incident resolution across cross-functional teams, including product and vendor stakeholders. I escalated complex issues to the right owners, tracked them through to resolution, and maintained clear records of root causes and resolution steps while meeting SLAs and KPIs.

Earlier, as a Customer Service Senior Officer, I handled customer inquiries across chat and email using approved messaging and tracked case progress in Zoho CRM / Zoho Desk. I used internal knowledge bases to deliver service-first solutions and consistently met performance metrics for response time, resolution rate, and customer satisfaction.

I’m detail-oriented and calm under pressure, focused on proactive improvements. I analyze engagement and customer interaction patterns, identify recurring issues, and recommend workflow optimizations—using tools like Zoho, Contentful, Brevo, Jira, and Trello to keep records accurate and outcomes measurable.