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Keti T
@katherineketi
Senior CX Operations Leader
Georgien
Englisch
Über mich
I am an operations leader with over 3 years of fast-track progression at Glovo and Wolt. I have a proven track record managing teams of up to 30 agents, owning KPI performance, and driving measurable improvements in service quality. I am experienced in Tier 2 escalation handling, live operations monitoring, and building scalable support workflows.
Kompetenzen
Keti T
offline •
Durchschnittliche Antwortzeit: 1 Stunde
Meine Dienstleistungen
Kundensupport
I will manage teams , sas and,or projects
Arbeitserfahrung
Support Team Leader At Wolt (A DoorDash Company)
DoorDash • Vollzeit
Dec 2025 - Present • 7 mos
Leading a team of up to 30 associates, managing performance, attendance, and disciplinary processes. Overseeing documentation and operational reporting while ensuring KPI achievement and high-quality customer experience
Glovo
Vollzeit • 2 yrs 6 mos
Senior Team Leader - Customer Support
Jan 2025 - Present • 1 yr 6 mos
Managed Tier 2 escalations and overall team performance, working closely with Live Operations Hub Lead and Manager on global operational initiatives. Served as Live Ops CX Monitor, overseeing real-time performance and driving immediate actions to ensure service quality and KPI achievement.
Senior Customer Support Specialist
Jan 2023 - Jan 2024 • 1 yr
Handled escalations, managed shifts and operational consistency, trained new hires, and supported process improvements to enhance efficiency. Acted as a bridge between agents and management to ensure smooth daily operations.
