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Batumi, Georgia • [відкрити контакти](див. вище в блоці «контактна інформація») • Telegram - @juli_kash • [відкрити контакти](див. вище в блоці «контактна інформація»)
Yuliia Kashuashvili
Customer Support Specialist
PROFESSIONAL SUMMARY
Customer Support Specialist experienced in handling customer inquiries across travel and payment-related services. Skilled in phone and written support, explaining processes clearly, identifying cases that require further review, and coordinating escalations with relevant internal teams. Experienced in quality assurance, agent coaching, and onboarding, with a strong focus on service standards and customer satisfaction.
EMPLOYMENT HISTORY
Lead Customer Support Specialist – (QA + Mentor)
M Plus – FlixBus Project | Aug 2024 – Present
• Provide customer support via phone and written cases, resolving complex customer issues and escalations.
• Work according to SLA standards and KPI targets while maintaining a customer-focused approach.
• Act as a Call Quality Agent, evaluating calls and providing structured feedback to improve service quality.
• Support onboarding and training of new agents and share best practices across the team.
• Contribute to team performance improvements through call monitoring, coaching, and knowledge sharing.
Customer Support Specialist (Payment Support)
Confidential Fintech Company (NDA) | May 2022 – Jul 2024
• Assisted customers with payment-related inquiries, including transaction statuses, failed payments, and refund requests.
• Explained payment processing timelines, possible delays, and the next steps available to customers.
• Reviewed incoming requests and available information to identify cases that needed additional investigation.
• Forwarded complex or unresolved payment cases to the relevant internal team for further review.
• Followed up on escalated cases and shared updates with customers when information became available.
• Documented customer inquiries and followed internal support procedures and confidentiality requirements.
Recruiter
HuntMe Recruitment Agency | 2021 – Feb 2022
• Sourced candidates through job platforms, professional networks, and other relevant channels.
• Reviewed CVs, screened applicants, and assessed candidate suitability against role requirements.
• Coordinated interviews and maintained communication with candidates throughout the recruitment process.
• Communicated with hiring teams to clarify vacancies, candidate profiles, and recruitment priorities.
• Maintained candidate records and supported a smooth, professional candidate experience.
ADDITIONAL RESPONSIBILITIES
• Provide structured feedback and support agents in improving service quality.
• Participate in training and onboarding of new agents.
• Conduct training sessions for new groups of agents.
• Promote knowledge sharing and consistent service standards within the team.
KEY ACHIEVEMENTS
• Maintained strong customer satisfaction while handling a high volume of support cases.
• Contributed to improved team service levels through consistent call monitoring and structured feedback.
• Helped streamline onboarding and training through clear guidance and knowledge sharing.
• Demonstrated conflict resolution and problem-solving skills across complex escalations.
SKILLS
Customer Support, Phone and Written Communication, Payment-Related Inquiries, Case Escalation, Customer Communication, Quality Assurance & Call Evaluation, Coaching & Training, Onboarding, Conflict Resolution, Time Management, Organization, Attention to Detail, Problem Solving, Team Support & Knowledge Sharing
LANGUAGES
Ukrainian (Native), Russian (Native), English (Proficient)