Hello! I am Sali, quality control and customer experience specialist with expertise in process monitoring, compliance and operational efficiency. Proven track record of improving customer satisfaction, streamlining workflows and building high-performing teams. Delivered measurable results across hospitality, tourism, sales, and e-commerce, including reducing case resolution times by 30%, improving service quality standards across departments and leading customer-facing teams to consistently exceed performance KPIs.
🌈 About Me
I'm a creative thinker, a problem solver, and an avid learner, always exploring new trends and techniques in customer experience. I am a detail-oriented, people-facing professional with hands-on experience in virtual assistance, customer success, translation, and quality control. During these years, I have stood by teams and clients in providing smoothness to communication, high standards, and trust through clarity, precision, and empathy.
I mix structure with creativity-turning daunting tasks into smooth, organized systems while keeping every interaction warm, human, and effective. Whether managing projects, supporting customers, or refining content for global audiences, I bring dependability, curiosity, and a true sense of collaboration to each partnership.
💼 Experience
Quality Control Manager - Veli.store | June 2025 - Present
- Monitor employee performance against operational standards; identified and reduced non-compliance cases.
- Designed and implemented quality review checklists, improving accuracy of evaluations.
- Provided feedback and coaching to employees, increasing adherence to company protocols and boosting service consistency.
Case Management Specialist (Refunds Department) - Veli.store | Sept 2024 - June 2025
- Managed refund and product return cases, achieving 95%+ resolution accuracy while reducing case backlog.
- Improved case-handling efficiency, cutting average resolution time.
- Maintained high customer satisfaction ratings during complex issue resolution, strengthening brand trust.
Customer Support Specialist - Veli.store | Apr 2022 - Sept 2024
- Supported customers across phone, email, chat and social media, handling 100+ daily interactions.
- Consistently exceeded KPIs, including first-response time and case resolution rates.
- Trained new hires in customer service protocols, boosting onboarding speed.
- Maintained high satisfaction scores
🎓 Education
Bachelor’s Degree in International Law - Ivane Javakhishvili Tbilisi State University | 2014-2019
- Specialized in international law
- Received practical education too
High School Degree - First Experimental Public School | 2000-2012
- Graduated with Honors
- Received general education
🔨 Skills
- MS Office Suite
- CRM Tools
- AI Tools
- Adobe Creative Suite
- Test Documentation (Test Cases, Plans, Checklists)
- Creativity
📬 Contact
Let's create something amazing together! Reach out to me at:
- Email: salome.saralidze@yahoo.com
Thanks for stopping by my corner of the internet! 💫