Open to opportunities

sofi lomsadze

@sofilomsadze

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Customer support team leader with expertise in operational efficiency.

Georgia

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What I'm looking for

I am looking for a role that allows me to lead teams and improve customer service processes in a dynamic environment.

I am a dedicated customer support team leader with extensive experience in managing teams and enhancing operational efficiency. Currently, I lead a seven-person sales team and a three-person dispatch team at DsPro, where I oversee scheduling and coordination of service appointments. My role involves resolving customer complaints and issues promptly, utilizing my active listening and problem-solving skills to ensure customer satisfaction.

Throughout my career, I have developed and implemented process improvements that streamline dispatch operations. My commitment to collaboration with technicians and customers has resulted in timely and efficient service delivery. I have also addressed operational challenges as a station manager, implementing solutions that significantly improve team performance and customer service quality.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Team Leader

Current

DsPro (Dispatch Solution Pro)

Jan 2022 - Jan 2024 (2 years)

Lead a seven-person sales team and a three-person dispatch team, overseeing scheduling and coordination of service appointments. Resolve customer complaints using active listening and problem-solving skills while collaborating with technicians to ensure efficient service delivery.

Team Leadership Customer Service Problem Solving Scheduling Process Improvement Communication Dispatch Operations Training Development

Customer Support Specialist

DsPro (Dispatch Solution Pro)

Jan 2021 - Jan 2022 (1 year)

Provided frontline support to customers, handling inquiries and order processing. Promoted to department manager, overseeing a team of customer support specialists and managing daily operations while developing training programs for new hires.

Customer Support Order Processing Team Management Training Development Policy Implementation Communication

Education

Degrees, certifications, and relevant coursework

University of London

Certificate, Management

2023 - 2023

Completed a course titled 'The Manager's Toolkit: A Practical Guide to Managing People at Work', focusing on management skills and team leadership.

Gori State Teaching University

Bachelor of Customer Support Specialist, Customer Support

2020 - 2022

Studied customer support and sales techniques, focusing on effective communication and problem-solving skills. Developed training programs for new hires to ensure consistent service delivery and adherence to company policies.