Veriko Ekhvaia

I’m an operations-minded support professional with 3+ years of experience in international remote environments. I specialize in Jira, Helpdesk systems, and Salesforce CRM, and I’m known for accuracy, clear escalation handling, and driving measurable process improvements.

In my current role as a Support Agent (Operations Focus), I manage and escalate 50+ technical tickets daily via Jira and Helpdesk systems, maintaining 100% tracking accuracy. I partner with technical teams to document recurring system errors and communicate findings clearly to accelerate resolutions.

Previously, as a Back Office Representative in the complaints department, I handled high-stakes B2B complaints for an automotive client using Salesforce CRM while ensuring SLA compliance. By analyzing recurring inquiry trends and contributing to management insights, I helped achieve an estimated ~20% reduction in repeat cases, and co-built an internal knowledge base that reduced average case resolution time.

Earlier freelance work strengthened my operational instincts: I coordinated shipping logistics and delivery updates for 20+ international clients weekly and improved on-time delivery by ~10%. With a background in sustainability and systems thinking, I combine “see-the-bigger-picture” mindset with precise daily execution.