Sandro Iosava

Experience

• 

  Self-Employed

  Sept 2015 - Jun 2021

  After working hours, I worked as a private Math and English tutor After working hours, I worked as a private Math and English tutor

  • Mathematics Teacher

    Sept 2015 - Jun 2021

  • English Teacher

    Sept 2015 - Jun 2021
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  Ი-ბი-ჯი • EBG

  Sept 2016 - Sept 2017

  Digital Marketing Manager

  • Planned email and Facebook marketing campaigns• Developed projects to create content and raise brand awareness• Developed event-triggered emails and implemented them on our website with thehelp of software engineers• Researched up to date e-commerce trends and implemented them on our websitewith the help of graphic designers and developers• It was my first ever job, and at that time, EbayGeorgia was a 2-year-old company.Because of that, I gained significant experience and knowledge on how to start a startup and scale them successfully Show less

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  Silknet - სილქნეტი

  Sept 2017 - Jan 2018

  Intern

  Got introduced to the business processes of the biggest telecommunication andinternet provider company in Georgia. Spent two weeks in each department of thecompany for three months and got knowledgeable about how business processes areconducted in big organizations such as Silknet.

• 

  UGT

  Jul 2018 - Mar 2019

  • Made cold calls to Leads (potential clients) and sold IT outsourcing services provided byUGT• Arranged meetings with potential clients and revealed their needs• Once the needs were revealed, formed the final offer in collaboration with my ITteam, and made an offer to the potential customer• After the service sold, kept in touch with the customers to get feedback and/ormake upselling Made diagnosis, then fixed, and repaired damaged HP and Acer laptops, PCs,Printers, and other hardware products since UGT is the official partner of Acer and HP inGeorgia.

  • Software, Business Applications and IT Services Consultant

    Dec 2018 - Mar 2019

  • Engineer Intern

    Jul 2018 - Dec 2018
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  BDO Digital Georgia

  Apr 2019 - Aug 2021

  Technical Specialist

  • Part of Agile team as a Technical Specialist of 1C ERP system• Made the recommendations for the new clients about the server infrastructure anddetails about the hardware required by 1C ERP and their business processes• Installed the ERP system and required software on the new clients' server infrastructure• Responsible for technical support and maintenance of the ERP system after it was launched• Gathered information about bugs of our software and new features demanded byclients and according to that information, created tasks for the development team andcollaborated with them to meet the features and deadlines demanded by out clients• Tested new features released by development team• Came up with the new ideas (Features, Design) to improve the system and make it user-friendly• Wrote documentation for different products and tools• Conducted trainings for the customers about our product (1C ERP) and it's technical capabilities Show less

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  ExxonMobil

  Mar 2022 - now

  • Providing E2E advice and guidance to the MSP agent on how to effectively solve customer disputes and drive desired customer experience. Coaching MSP but not directly executing transactions. • Escalating broader process improvement opportunities to Quality, Support and Feedback Advisor• Communicating daily with stakeholders to drive the process improvements forward• Supporting alignment, standardization and implementation of MSP and Customer Service defined global processes, Value Chain strategies and differentiated service offers• Monitor and act on customer feedback with MSP• Guiding and influencing MSP team to take initiative and responsibility• Subject matter expert of components of Order-to-Cash and non-OTC processes• Escalation point from MSP into EM. Escalation point of EM into MSP if MSP protocol fails• Guiding MSP through appropriate escalation procedure inside EM for handling customer disputes or inquiries across EM functions• Channeling insights to the Quality, Support and Feedback Advisor and MSP to drive improvements to MSP performance• Leveraging metrics and insights from KPI Advisors and Quality, Support and Feedback Advisors to identify and coach MSP on areas for improvement to customer experience Show less

  • CX Advisor

    Mar 2023 - now

  • Commercial Operations Intern

    Mar 2022 - Feb 2023