Open to opportunities

Tornike Melkuashvili

@tornikemelkuashvili

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Experienced team leader with a strong background in customer support.

Georgia

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What I'm looking for

I am looking for a role that fosters collaboration, encourages growth, and values innovative problem-solving.

I am an experienced and result-driven team leader with over three years of hands-on experience in managing international teams, improving procedures, and delivering high-quality service in high-pressure environments. My expertise lies in stakeholder communication, team performance optimization, and cross-functional collaboration.

Throughout my career, I have successfully coordinated teams of sales agents, developed and motivated my team, and ensured that we meet our KPIs while maintaining quality standards. I have a proven track record of implementing procedural changes to streamline operations and enhance productivity, particularly in the customer support and sales sectors.

My proficiency in various tools such as Jira, Trello, Google Sheets, and Tableau has allowed me to adapt to constantly changing situations and thrive in startup-like environments. I am passionate about training and developing team members, fostering a collaborative atmosphere, and driving high performance across all levels of the organization.

Experience

Work history, roles, and key accomplishments

Current

Sales Team Lead (iGaming)

Current

Chilli Partners

Dec 2024 - Present (6 months)

Coordinated and motivated a sales team of 8-22 agents, ensuring the achievement of team KPIs and quality standards. Acted as the primary client contact, handling communications, escalations, and implementing procedural improvements.

Sales Management Team Leadership KPIs Client Communication Jira Slack Google Sheets Trello Notion Microsoft Office

Senior Data Processing Specialist

Epam Systems

Jul 2024 - Dec 2024 (5 months)

Provided leadership and motivation to team members, fostering a collaborative environment and driving high performance. Developed and implemented procedural changes to streamline operations, improve efficiency, and adapt to new requirements.

Team Leadership Process Improvement Compliance Training Development System Integration Reporting Performance Reviews

Customer Support Team Lead

Evolution

Jul 2022 - Jul 2024 (1 year 11 months)

Led and managed the Customer Support department, serving as the main point of contact for client communications and resolving issues. Conducted 1:1 and team meetings, performed KPI reviews, and updated department procedures and knowledge bases.

Customer Support Management Team Leadership Client Communication KPI Analysis Performance Reviews Jira Grafana Kibana Tableau Microsoft Office Slack

Customer Support Specialist

Evolution

Apr 2022 - Jul 2022 (3 months)

Monitored multiple chat dashboards and handled end-user queries in live chat, ensuring prompt responses and resolving disputes. Worked with internal systems like Jira, Service Desk, Backoffice, Kibana, and Grafana to investigate and resolve cases.

Customer Support Live Chat Jira Service Desk Kibana Grafana Slack Risk Analysis Account Management

Live Support Specialist

Evolution

Aug 2020 - Apr 2022 (1 year 8 months)

Monitored multiple chat dashboards and handled end-users' queries in live chat, ensuring prompt responses. Coordinated with Service Managers and resolved end-user disputes, escalating to higher levels when necessary.

Live Chat Support Customer Service Dispute Resolution Service Management Empathy

Benefits Specialist

GHS Consulting

Jun 2020 - Aug 2020 (2 months)

Communicated with US-based customers via phone, offering fully covered health insurance benefits through a cold call approach. Provided customer service to existing leads and supported process improvements by collecting customer feedback.

Cold Calling Customer Service Process Improvement Customer Feedback

Education

Degrees, certifications, and relevant coursework

Ilia State University

MA Political Science and International Relations, Political Science and International Relations

Currently pursuing a Master's degree in Political Science and International Relations, focusing on advanced theories and practices in global governance and foreign policy. Engaged in in-depth study of contemporary international challenges and their resolutions.

Ilia State University

Bachelor of International Relations, International Relations

Completed a Bachelor's degree in International Relations, gaining a comprehensive understanding of global political systems and inter-state dynamics. Developed strong analytical and research skills applicable to complex international issues.

LinkedIn Learning

Certificate, Data Analysis

Activities and societies: Data Analysis, Data Management, Microsoft Excel

Completed a LinkedIn Learning course focused on managing and analyzing data using Excel. Gained proficiency in data analysis, data management, and advanced Microsoft Excel functionalities.

Project Management Institute

Certificate, Team Management

Activities and societies: Streamline Success: Mastering Workflows That Empower Your Team, The Art of Letting Go: Delegating with Confidence and Clarity, Feedback That Fuels: Turning Conversations into Growth Opportunities, Breaking Barriers: Navigating Resistance with Skill and Grace, Ignite the Spark: Inspiring Your Team to Thrive Every Day, Harmony in Chaos: Resolving Conflicts with Leadership Finesse.

Participated in a business trip training session in Minsk, focusing on best practices in people management. Acquired skills in streamlining workflows, effective delegation, providing constructive feedback, conflict resolution, and inspiring team performance.