Lana Maglakelidze
Summary
Professional in customer support and success, bringing valuable experience in resolving client issues and ensuring customer satisfaction. Known for fostering collaborative team efforts and delivering reliable results. Proficient in conflict resolution and client relationship management, with flexible approach to dynamic challenges.
Overview
9
9
years of professional experience
Work History
Customer Success Agent
Exoticca
04.2023 - Current
- Managed escalated calls with professionalism, resolving complex issues to the satisfaction of both the client and company.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
PASSENGER AGENT
RYANAIR
07.2019 - 03.2023
- Handled customer complaints with empathy and composure
- Consistently met my short and long-term targets
- Helped customers to have smooth experience from check in till boarding their flight
- Dealt with conflict and suspenseful situations with calming attitude
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
HOTEL FRONT DESK
ASTORIA HOTEL
03.2017 - 03.2019
- Responded effectively to guest service requests and took reservations via telephone
- Supervised and trained new wait staff and concierges
- Did check in and check out of large groups as well as individual guests
- Was flexible with guests and tried to meet their expectations
- Worked under pressure during peak seasons dealing with overbooking
CALL CENTER OPERATOR
GEORGIAN BUSINESS DEVELOPMENT
04.2016 - 06.2016
- Answered calls, responded to emails, and spoke with clients face-to-face
TEAM LEADER
AIESEC
09.2015 - 04.2016
- Helped management to identify workflow issues and find solutions
- Supervised and delegated tasks to a team of [4-5] people
- Trained, coached, and supervised new staff members
Education
ENGLISH PHILOLOGY -
IVANE JAVAKHISHVILI TBILISI STATE UNIVERSITY
09.2018
KOREAN LAGUAGE COURSES -
GEORGIAN-KOREAN BRIDGE
05.2014
Skills
- Teamwork
- Problem-Solving
- Customer service
- Leadership
- Handling conflict
- Office administration
- Social media
- Communication and problem-solving skills
- Phone, email, and live chat support
- Customer Education
Languages
English
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
Georgian
Bilingual or Proficient (C2)
Korean
Advanced (C1)
Russian
Elementary (A2)
Timeline
Customer Success Agent
Exoticca
04.2023 - Current
PASSENGER AGENT
RYANAIR
07.2019 - 03.2023
HOTEL FRONT DESK
ASTORIA HOTEL
03.2017 - 03.2019
CALL CENTER OPERATOR
GEORGIAN BUSINESS DEVELOPMENT
04.2016 - 06.2016
TEAM LEADER
AIESEC
09.2015 - 04.2016
KOREAN LAGUAGE COURSES -
GEORGIAN-KOREAN BRIDGE
ENGLISH PHILOLOGY -
IVANE JAVAKHISHVILI TBILISI STATE UNIVERSITY
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