Plazmashock User
@plazmashockuser
I build AI automation tools that improve support operations and team KPIs.
GeorgiaWhat I'm looking for
At Bolt Food, I lead a 20-agent support team and build the production AI tools it runs on. My work improved CSAT from 77.9% to 86.4%, reduced average resolution time from 10.3 to 1.5 hours, and raised automated ticket resolution from about 18% to 35%.
I've built an agentic QA reviewer, a 24/7 constraint-solver scheduler, and an AI-powered KPI dashboard used by 30 managers across 180 agents. I like owning the whole thing—from spotting the problem to building the fix to measuring the result—using React, Angular, Python, LLM tooling, APIs, and cloud deployment.
Experience
Work history, roles, and key accomplishments
Led a 20-agent team to record KPIs, raising CSAT from 77.9% to 86.4% and cutting average resolution time from 10.3 to 1.5 hours. Built AI tools for ticket review, KPI dashboards, and shift scheduling, boosting automated resolution and operational efficiency.
Managed end-to-end integrations for 3P providers, identified cost-saving opportunities, and cut delivery delays by building diagnostic dashboards and driving provider communications. Automated monthly invoicing for over 1,300 providers, reducing manual workload.
Built an Invoice Generator in Google Sheets for 1,300+ providers, improving invoice delivery to ~95% and reducing invoicing tickets. Created a SIM-billing tracker that cut costs by ~1,500 GEL/month, onboarded 175+ restaurants, and trained new hires.
Hosted live games for high-value international audiences, adhering to strict on-camera quality KPIs.
English Teacher (Freelance)
Self Employed
Jul 2020 - Jan 2023 (2 years 6 months)
Ran a solo tutoring practice for 23 students, building a gamified progress system that boosted motivation and retention.
Education
Degrees, certifications, and relevant coursework
Business and Technology University
Bachelor of Business Administration, Business Administration & Management
2020 - 2024
Grade: 3.74
Pursued a Bachelor of Business Administration with a focus on management and IT, achieving a GPA of 3.74.
Tech stack
Software and tools used professionally
Availability
Location
GeorgiaAuthorized to work in
Website
io-portfolio-demo.web.appPortfolio
github.com/PlazmashockJob categories
Skills
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