Lali Shekiladze
Brooklyn,USA
Summary
Service-oriented professional with strong background in managing parts and service operations, ensuring optimal efficiency and customer satisfaction. Proven ability to lead teams, streamline processes, and drive results in dynamic environments. Skilled in inventory management, vendor relations, and technical troubleshooting, with focus on collaboration and adapting to evolving demands. Reliable and goal-focused, consistently delivering high-quality outcomes.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Vendor Relations
Liberty Home Guard
03.2024 - 09.2024
- Sourced, evaluated, and onboarded vendors to meet company quality standards and service needs.
- Built and maintained strong working relationships with contractors nationwide to ensure timely service delivery.
- Managed vendor performance by tracking compliance, availability, and responsiveness.
- Resolved service delays, payment disputes, and escalations with diplomacy and professionalism.
- Coordinated and monitored vendor payments, keeping schedules accurate and up to date.
- Verified and updated all vendor licensing and documentation to meet regulatory and internal requirements.
- Negotiated pricing and service terms to maximize value for the company while maintaining vendor engagement.
- Collaborated with customer service and dispatch teams to ensure seamless assignment of work orders to qualified vendors.
- Ensured timely assignment of service technicians to open work orders to maintain smooth workflow and customer satisfaction.
Parts Sales Manager
Superior Marketing
07.2022 - 02.2024
- Sold warranty and non-warranty parts for high-end appliances and supported both customers and technicians in identifying correct components.
- Provided proactive customer service by following up on diagnostics, explaining findings, and ensuring customers fully understood repair options.
- Delivered clear resolution steps and guided customers through next actions, creating a smoother service experience.
- Handled all incoming calls and emails, offering prompt, accurate product information.
- Managed shipping and receiving processes, ensuring timely and accurate order fulfillment.
- Maintained inventory accuracy through daily updates and reconciliations.
- Troubleshot customer concerns, resolved part-related issues, and escalated technical cases when needed.
- Invoiced customers, processed payments, and contributed to increased revenue through effective upselling and relationship building.
- Managed servicer sourcing and dispatching and helped expand the company’s nationwide service network.
Team Manager
Teleperformance
09.2020 - 04.2022
- Managed content moderators’ performance to meet project requirements
- Motivated and led team to achieve high performance
- Built scorecards and improvement plans for team members
- Handled payroll and scheduling for team
- Conducted face-to-face meetings to address team needs
- Interviewed and hired new team members
Social Media Content Moderator
Teleperformance
05.2020 - 09.2020
- Removed inappropriate content to maintain platform standards
- Reviewed images, videos, and comments for compliance
- Banned disturbing videos and users violating policy
- Ensured project KPIs were met consistently
- Followed updated guidelines to maintain quality
Customer Service Representative
Teleperformance
05.2019 - 05.2020
- Answered incoming calls and emails to assist customers
- Helped customers with complaints and guided them through processes
- Handled complaints to ensure customer satisfaction
- Gathered feedback to improve service performance
- Met project KPIs to be a high performer
- Followed company guidelines to align customer interactions with policy
Education
Bachelor's degree - Business Administration
Tbilisi state university
Tbilisi06.2018
Skills
- Record keeping
- Organizational skills
- Calendar management
- Spreadsheet management (design, formulas, filtering, conditional formatting, data validation) (Less than 1 year)
- Zoom
- Bilingual
- Spreadsheet design
- Presentation preparation
- Spreadsheet conditional formatting
- Providing product information
- Typing
- Phone answering
- Communication skills
- Vendor relations (Less than 1 year)
- Appointment scheduling
- Bilingual: Russian and Georgian (Less than 1 year)
- Continuous improvement
- Customer inquiry handling
- Data entry
- Spreadsheet filtering
- Filing
- Leadership
- Data cleaning
- Spreadsheet data validation
- Meeting scheduling
- Customer service
- Order assistance
- Microsoft Office
- Order processing and assistance (Less than 1 year)
- Administrative experience within retail industry
- Invoice processing
- Slack and Zoom proficiency (Less than 1 year)
- Administrative experience - Administrative experience (1-2 years)
- Customer complaint resolution
- Microsoft Excel
- High-end sales
- Slack
- Microsoft Teams
- Problem-solving
- Multitasking
- Active listening
- Online Troubleshooting
Certification
- Driver's License
- Present
Languages
Russian - Fluent
Georgian - Fluent
Timeline
Vendor Relations
Liberty Home Guard
03.2024 - 09.2024
Parts Sales Manager
Superior Marketing
07.2022 - 02.2024
Team Manager
Teleperformance
09.2020 - 04.2022
Social Media Content Moderator
Teleperformance
05.2020 - 09.2020
Customer Service Representative
Teleperformance
05.2019 - 05.2020
Bachelor's degree - Business Administration
Tbilisi state university