Open to opportunities

nine kapanadze

@ninekapanadze

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Customer Success Manager improving support performance through data-driven issue resolution.

Georgia

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What I'm looking for

I’m looking for a Customer Success role where I can combine fast, empathetic support with KPI-driven improvements, onboarding and engagement planning, and cross-functional coordination—so we reduce escalations, speed up resolutions, and grow user trust.

I’m a customer-focused Customer Success and Support professional with 4+ years of experience across customer communication, issue resolution, escalation management, KPI reporting, and service improvement. I’m proud of results like resolving 95%+ of customer inquiries within 24 hours and improving response and processing time by 25%.

In high-volume environments, I consistently drove better outcomes for customers and internal teams. At Glovo, I helped reduce customer and driver escalations by 20% month-over-month by using structured follow-up, faster problem resolution, and clear cross-functional escalation paths.

I also bring strong operational and analytical discipline from banking support work. At Bank of Georgia, I reduced response and processing time by 25% through improved workflow organization, and I created KPI dashboards that increased reporting accuracy and team efficiency by 20%.

Most recently, I’ve expanded into project coordination to build user-centered platforms. As a Project Manager / Coordinator at Skillzy, I coordinated planning and communication across product, content, design, and platform development—supporting onboarding flows, engagement features, and partnership outreach to drive user activation and retention.

Experience

Work history, roles, and key accomplishments

Current

Project Manager Coordinator

Current

Skillzy

Jan 2024 - Present (2 years 4 months)

Coordinated development and planning of an AI-based online skills exchange platform, managing cross-functional communication across product, content, design, and platform teams. Supported onboarding and community engagement planning and roadmap elements (AI matching, assignments, reviews, leaderboards), targeting 400+ registered users and regional/institutional partnerships.

Project Coordination Roadmapping Stakeholder Management Onboarding Community Engagement Matching Task Management Cross Functional Communication

Customer Service Support Manager

Glovo

Jan 2023 - Jan 2025 (2 years)

Resolved 95%+ of customer inquiries within 24 hours across live chat, email, and phone support while handling 120+ inquiries per day. Reduced customer and driver escalations by 20% month-over-month by improving issue handling, follow-ups, and customer-support KPIs.

Customer Support Escalation Management KPIs Live Chat Support Email Support Phone Support Operations Management

Customer Support Specialist

Bank of Georgia

Jan 2019 - Jan 2023 (4 years)

Managed client communications and resolved complex service issues while maintaining banking service standards, confidentiality, and compliance. Reduced response and processing time by 25% and improved reporting accuracy and team efficiency by 20% through KPI dashboards and workflow improvements.

Customer Support Compliance Support Workflow Optimization KPIs Client Communication Escalation Handling

Teaching Assistant

Free University of Tbilisi

Jan 2021 - Jan 2022 (1 year)

Supported academic coordination between lecturers and students by improving communication, task clarity, and course delivery. Assisted with course questions, assignments, and learning materials while strengthening student engagement through timely guidance and follow-up.

Academic Coordination Student Support Communication Organization Timely Follow Ups

Education

Degrees, certifications, and relevant coursework

Free University of Tbilisi

Bachelor of Governance and Social Sciences, Governance and Social Sciences

2019 - 2023

Activities and societies: Languages: Georgian (Native), English (C1), Russian (A2), German (A1)

Earned a Bachelor of Governance and Social Sciences at Free University of Tbilisi from 2019 to 2023. Studied in a multilingual environment with Georgian, English, Russian, and German language proficiency.