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Batumi, Georgia • [open contact info](look above in the "contact info" section) • Telegram - @juli_kash • [open contact info](look above in the "contact info" section)

Yuliia Kashuashvili
Customer Support Specialist

Customer Support Specialist manages high-volume phone and email workflows for an
international travel platform and resolves complex escalations while maintaining 99% SLA
compliance. Coaches and evaluates peers through structured call quality reviews. Leads
onboarding and training for new hires and aims to move into team leadership to raise service
standards and CSAT.

EMPLOYMENT HISTORY
Lead Customer Support Specialist - (QA+Mentor)
M Plus – FlixBus Project — Aug 2024 – Present
Provide customer support via phone and written cases, handling 50–65 email cases/day and 40–50 calls/day.
Resolve complex customer issues and manage escalations.
Work according to SLA standards and KPI targets, maintaining 99% SLA compliance.
Maintain professional communication and customer-focused service, achieving a personal CSAT of 4.8–5.0 / 5.0.
Additional Responsibilities
Act as a Call Quality Agent, evaluating 80–100 calls per week across a team of 12 agents.
Provide structured feedback and support agents in improving service quality.
Participate in training and onboarding of new agents.
Conduct training sessions for a new group of agents currently working in the company.
Leadership Highlights
Coaching and supporting 12 agents through structured call quality feedback.
Assisting with onboarding and training of 15+ new team members; currently leading training for an additional 3
agents.
Promoting knowledge sharing and best practices within the team.
Supporting team performance improvements, contributing to SLA growth from 93% to 98% over 6 months.
Key Achievements
Maintained a personal CSAT of 4.8–5.0 / 5.0 while handling a high volume of support cases.
Resolved cases 30% faster than the standard AHT benchmark (490s vs. 700s target).
Contributed to team SLA improvement from 93% to 98% through consistent call monitoring and structured
feedback.
Reduced agent onboarding time by 38% — from 8 days to 5 — while ensuring 100% KPI compliance upon program
completion.
Demonstrated strong conflict resolution and problem-solving skills across complex escalations.

SKILLS
Customer-Focused Support, Phone Support Expertise, Written Case Handling, Quality Assurance & Call Evaluation,
Coaching & Training, Conflict Resolution, Escalation Management, Service Quality Standards Compliance,
Team Support & Knowledge Sharing, Performance Target Oriented Work

LANGUAGES
Ukrainian (Native), Russian (Native), English (Proficient)