Nino Okromelidze
@ninookromelidze
I lead customer support teams, improving service quality, KPIs, coaching, and escalation handling.
GeorgiaWhat I'm looking for
I lead a 6–8 person Customer Support team in a 24/7 iGaming environment, monitoring customer satisfaction, quality, chat acceptance, response time, retention, and efficiency. Through structured coaching and performance monitoring, I improved the team Satisfaction Rate from 79% to 84%.
I've progressed from Customer Support Agent to Shift Lead, handling live chat and email support, complex escalations, quality reviews, individual improvement plans, and daily workflow coordination. My work spans iGaming, Web3, digital communications, and customer-facing operations.
Earlier, I managed social media communities and digital communications for AVATRON Mining, CEO Holding, Nifty Football, and NGO YOUR CAR SEAT / UX Lab, creating content, platform updates, and customer communication across digital channels.
Experience
Work history, roles, and key accomplishments
Customer Support Shift Lead
iGaming Support Team
Nov 2025 - Present (9 months)
Lead a team of 6-8 Customer Support Agents in a 24/7 iGaming environment, monitoring KPIs and improving satisfaction rates through coaching and performance management.
Customer Support Agent
iGaming Support Team
Feb 2024 - Oct 2025 (1 year 8 months)
Provided live chat and email support in a high-volume iGaming environment, handling account, payment, bonus, and platform issues while maintaining quality standards.
Social Media Marketing Manager
AVATRON Mining
Mar 2023 - Apr 2025 (2 years 1 month)
Managed customer-facing communication across social media platforms, created content using Canva and AI tools, and supported community engagement.
Social Media Marketing Manager
CEO Holding
Apr 2023 - Dec 2023 (8 months)
Managed Facebook and Instagram content calendars, created promotional content, and coordinated digital communication activities.
Digital Communications and Community Manager
Nifty Football
Jun 2022 - Nov 2022 (5 months)
Managed daily Discord community communication, responded to user questions, and created platform updates and educational content.
Social Media and PR Manager
NGO YOUR CAR SEAT / UX Lab
Apr 2020 - May 2022 (2 years 1 month)
Managed social media channels, website updates, and digital communications, creating content and coordinating with media contacts.
Web Administrator and Office Support
COMPASS | UNLIM MOTORS | ARTISHA | STABIL
Jan 2016 - Dec 2020 (4 years 11 months)
Managed customer communication, databases, website updates, and administrative tasks, supporting international correspondence and daily operations.
Education
Degrees, certifications, and relevant coursework
Ivane Javakhishvili Tbilisi State University
Bachelor's Degree, English Philology
2012 - 2016
Bachelor's Degree in English Philology from Ivane Javakhishvili Tbilisi State University, completed from 2012 to 2016.
Availability
Location
GeorgiaAuthorized to work in
Job categories
Skills
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