Vazha Ghvinadze

Lead pilot readiness and rollout execution for new delivery mechanisms and PUDO partners, establishing operations in areas with no prior structure. Develop SOPs and operational frameworks, coordinate cross-functional teams, and drive root-cause analysis and risk mitigation.

Managed and developed a team of 20-25 specialists, consistently meeting and exceeding performance KPIs. Drove continuous improvements through structured coaching, KPI tracking, and workflow optimizations, and led process optimization initiatives that reduced turnaround time.

Managed customer and operational cases in a high-volume environment, ensuring adherence to quality standards. Investigated and resolved complex issues, escalating when necessary to maintain SLA targets.

Executed end-to-end processing and administration for complex property and business insurance policies, meeting tight operational SLA targets and policy accuracy benchmarks. Drove workflow optimization initiatives and ensured compliance with internal underwriting guidelines and Georgian insurance regulations.

Supported a US-based online pharmacy, managing multi-channel communication in alignment with Western customer service expectations. Navigated complex US healthcare insurance policies to verify coverage, explain benefits, and process medication orders.

Supervised daily operations and staff in high-volume hospitality environments. Managed inventory, cost control, and expense tracking, and trained team members to maintain service quality.

Bachelor's degree in Business Administration and Management from Free University of Tbilisi, completed in 2019.