Neli Adamia

I’m a results-driven Customer Success Manager and Operational Team Lead with 5+ years of experience in team leadership, client retention, and process optimization. I’m proud of measurable outcomes—like reducing churn by 35% and improving client satisfaction from NPS 3 to 9.

In my current role, I scaled team operations by 167% (15 to 40 agents) and expanded ownership from 3 to 5 business processes, while maintaining 95% SLA and 90% quality scores during rapid growth. I strengthened engagement strategies to reduce inactive user rate by 50% (70% to 20%).

I also focused on making onboarding faster and more reliable. I cut client onboarding time by 50% (12 to 6 weeks) by redesigning workflows and improving cross-team coordination, and I mentored junior team members to ensure consistent performance and growth readiness.

Earlier, as a Customer Support Specialist, I achieved 145.5% of contact handling KPI, managing 80 customer interactions per shift while maintaining service quality. I bring the same problem-solving mindset and customer success principles that help clients stay engaged, supported, and satisfied.