Valeriya Gerasimova Email & Phone Number

Tbilisi, Georgia

- Cultivating a customer-centric culture within the support team, promoting proactive problem-solving and empathy in all customer interactions.- Leading and mentoring a remote support team of 7, providing regular training, performance feedback, and fostering growth.- Improving customer satisfaction by ensuring timely and professional resolution of issues.

Côte d'Ivoire And Ghana

Developing and maintaining workflows for the support teamCross-team collaboration within different business unitsAnalysis and improvement of the main metrics for a new support teamImplementing a transparent system of reports and cross-team communicationDeveloping a new support team & relations within itBuilding new support lines across different countries.

Team building activitiesOrganization and maintenance of workflows for the Support TeamTrack of schedules, days off, sick-leaves for the team-members Collaborations with the Quality control department to build and maintain main quality metrics for the Support department Cross-teams cooperation for special projects (hot-lines) Support for the team-members

Placing and keeping a track of purchase orders Handling correspondence from vendorsAdding new positions for the assortment matrix Cooperating with the operational team and store managers Updating prices in the supply-chain systemPerforming any other tasks from the Categories Managers

Business & Customer Support via text chatsTracking the reports and gaining the feedback from the relevant teamAnti-fraud payment checksCommunication about occurred issues between the customers and inner teams