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Support manager

Considering positions:
Support manager, Customer support specialist, Customer support representative
City of residence:
Kyiv
Ready to work:
Remote

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YULIIA KASHUASHVILI
■ Batumi, Adjara, Georgia
■ [open contact info](look above in the "contact info" section) | ■ [open contact info](look above in the "contact info" section) (Viber / WhatsApp) | ■ [open contact info](look above in the "contact info" section)
■ Telegram: @juli_kash

PROFILE
Customer Support and Quality Assurance Specialist with international experience in a fully English-speaking
environment. Skilled in managing large volumes of data, resolving complex and disputed cases, and ensuring
a high level of customer satisfaction. Proficient in Salesforce CRM and experienced in collaborating with
cross-functional teams. Known for reliability, empathy, and analytical thinking, with a strong focus on process
optimization and service excellence.

WORK EXPERIENCE
Mplus Georgia Company — Customer Support Specialist & Quality Assurance Agent
August 2024 – Present
• Provide multilingual customer support via inbound calls and written case handling for the
Ukrainian-speaking market within an international English-speaking team.
• Manage high volumes of data and customer requests, maintaining accuracy and efficiency under
pressure.
• Handle complex cases involving refunds, vouchers, rebookings, and cancellations while ensuring
compliance with company policies.
• Resolve disputed and escalated cases by identifying root causes and providing fair, customer-oriented
solutions.
• Collaborate with internal departments (Payments, Special Passenger Rights, Helpdesk, Lost & Found
Luggage) to ensure timely case resolution.
• Conduct quality audits of calls and written communications, ensuring consistency with company
standards.
• Mentor and guide new agents through onboarding, system navigation, and case handling best practices.
• Contribute to workflow improvements, knowledge base updates, and process optimization initiatives.

SKILLS
Customer Support · Quality Assurance · Salesforce CRM · Case Management · Data Handling · Conflict
Resolution · Inbound Call Handling · Refund & Voucher Processing · Mentoring & Training · Problem Solving ·
Attention to Detail · Multitasking · Process Improvement · Communication

LANGUAGES
■■ English — Intermediate (B1–B2)
■■ Ukrainian — Native
■■ Russian — Native

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Customer support specialist

Considering positions: Customer support specialist, Customer support representative

Remote

Batumi, Georgia • • Telegram - @juli_kash • Yuliia Kashuashvili Customer Support Specialist Customer Support Specialist manages high-volume phone and email workflows for an international travel...

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Work.ua The candidate's resume is posted at https://www.work.ua/resumes/14889025/