Особисті дані приховані

YULIIA KASHUASHVILI
■ Batumi, Adjara, Georgia
■ [відкрити контакти](див. вище в блоці «контактна інформація») | ■ [відкрити контакти](див. вище в блоці «контактна інформація») (Viber / WhatsApp) | ■ [відкрити контакти](див. вище в блоці «контактна інформація»)
■ 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