Teona Grdzelishvili

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Customer Support & Team Lead

Playbet.io

Mar 2025 - Apr 2026 (1 year 2 months)

• Handled 80-120 daily customer interactions via live chat and email, maintaining 90%+ CSAT and 75%+ first-contact resolution rate.
• Reduced payment processing delays by 20% through proactive liaison with payment providers and resolution of verification issues.
• Ensured secure handling of transactions, minimizing risk exposure and maintaining compliance standards.
• Monitored and verified high-volume deposits and withdrawals, ensuring compliance with internal policies and AML procedures.
• Escalated complex technical and financial issues, improving resolution turnaround time by 15%
• Led and supervised a team of 7 support agents, ensuring consistent performance, adherence to SLAs, and achievement of 90%+ CSAT targ

M

Game Fraud Analyst

MK Gaming

Jan 2025 - Mar 2025 (3 months)

• Monitored player behavior and betting activity to detect fraud patterns, contributing to the identification and prevention of 10-15 weekly cases.
• Utilized internal tools to track account activity and flag anomalies, improving fraud detection efficiency by 25%
• Supported risk mitigation by identifying irregular betting patterns and escalating high-risk accounts.

S

Customer Support Specialist

SkyTech Enterprise

Mar 2024 - Jan 2025 (11 months)

Delivered real-time support for customer inquiries related to payments, promotions, and betting processes, achieving 90%+ customer satisfaction scores.
• Guided customers through troubleshooting steps, improving first-contact resolution rates by 20%
• Maintained in-depth knowledge of offers, terms & conditions, and responsible gaming tools, ensuring accurate communication.

Customer Support Specialist

SOFTSWISS

Jul 2023 - Mar 2024 (9 months)

• Provided customer support within the casino gaming division, handling live chat, email, and transaction-related queries.
• Performed transaction checks and account verification, ensuring compliance with KYC and AML standards.
• Maintained 95%+ SLA compliance while handling 100+ daily customer inquiries via live chat and email.

Game Presenter / Mentor

EVOLUTION GAMING

Apr 2021 - Jul 2023 (2 years 4 months)

• Delivered high-quality live casino experiences to 100+ concurrent players, ensuring engaging and professional game presentation.
• Maintained 100% compliance with game procedures and regulatory standards, ensuring fairness and integrity at all times.
• Consistently achieved top performance scores (90-95%) based on accuracy, speed, and presentation quality.

Teona Grdzelishvili

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Teona Grdzelishvili

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Behavioral traits