Lela Lekishvili
Southampton,
Summary
Proactive and resourceful individual with natural aptitude for problem-solving and ability to build relationships and facilitate communications both internally and externally. Skilled in conflict resolution with extensive experience and knowledge in customer service principles, ensuring smooth operations and collaboration. Friendly and professional with good organisational skills and ready to leverage these strengths to drive success in Night Receptionist role.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work history
Landlord Liaison Officer
Homelessness
Southampton City Council
11.2023 - Current
- Drafted and distributed project reports, informing senior decision-makers with data-driven insights and provided detailed reports on project progress.
- Delivered public presentations and prepared materials.
- Liaised between departments to facilitate smooth information flow.
- Commissioned public opinion research, analysed findings and used insight to inform promotional campaign strategy.
- Established working relationships with other service providers and organisations to discuss solutions to tackle problems, securing trust and loyalty.
- Created and monitored strategic KPIs.
- Oversaw efficient use of resources through strategic planning to help reduce costs.
- Increased property portfolios through targeted networking.
- Liaised with property owners and prospective new customers.
- Supported tenants in understanding rights and responsibilities, fostering respectful landlord-tenant relationships
- Coordinated services by cooperating with other health and welfare service providers, improving offerings to service users.
Housing Management Officer
Housing
Southampton City Council
09.2020 - 10.2023
- Delivered reliable housing management service for Council owned properties and efficient, and caring tenancy service to all tenants.
- Maintained accurate information on the Council’s housing management system on tenancy issues relating to individual properties/tenants and kept organised and up-to-date files on document management system.
- Prepared reports and general correspondence on all tenancy and estate matters.
- Conducted periodic visits, reported issues and incidents in line with Council's policy and procedures.
- Established working relationships with other service providers and organisations and identified solutions to tackle problems with estate management.
- Completed legal referrals for evictions, prepared witness statements and attended court for eviction hearings.
- Effectively managed issues of Anti-Social behaviour and worked together with Neighbourhood wardens, Community Safety team and the Police, where necessary.
- Identified potential cases of domestic violence and ensured immediate intervention from appropriate authorities to protect victims.
- Attended Child Protection and Adult Multi Agency Safeguarding meeting and liaised with external agencies such as, children and adult social services, police, and community mental health services for collaborative efforts to provide support.
Digital Advisor
Customer & Digital Services
Southampton
12.2019 - 09.2020
- Delivered customer focused approach and applied to all enquiries across digital channels to help increase first point resolution.
- Learnt and maintained up-to-date knowledge on services Council provides, resulting in effective assistance to all customers reaching out using digital channels.
- Offered technical support, leading to enhanced user experience.
- Improved customer satisfaction by effectively handling complaints and inquiries at first point of contact.
- Managed and responded to comments posted Council's social media channels and escalated to relevant departments, where necessary.
Customer Service Advisor
Customer Service Centre
Southampton
08.2017 - 12.2019
- Handled high volume of calls daily for faster issue resolution and managed high-volume customer queries simultaneously through effective multitasking.
- Built rapport with clients through empathetic handling of concerns and responded to difficult situations calmly, gaining trust of aggrieved customers.
- Investigated customer issues to find acceptable conclusion to prevent recurrence and escalated complex issues in line with internal best practices for swift resolution.
Customer Service Advisor
Royal Bank of Scotland
Southampton
03.2014 - 07.2017
- Responded to inbound queries and requests from prospective customers.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Assisted customers in product selection to boost sales.
- Offered detailed advice on product and service benefits.
- Processed high-value payments with meticulous accuracy.
- Followed up on queries within agreed timeframes to provide detailed response.
- Managed and escalated complaints effectively, resulting in positive customer outcomes.
- Helped to resolve reports of service problems.
Education
A-Levels - English, Maths, Music
Richard Taunton Sixth Form College
Southampton 09.2008 - 07.2009
GCSEs - English, Maths, Music, History, Georgraphy
Cantell School
Southampton 11.2004 - 07.2007
Skills
- Effective communication skills
- Conflict Management and Resolution
- Report writing
- Presentation skills
- Project management
- Document Handling and Organisation
- Process improvement
- Tenant relations
- Property management
Affiliations
- Exercising, Gym, Podcasts & Documentaries.
References
References available upon request.
Timeline
Landlord Liaison Officer
Homelessness
11.2023 - Current
Housing Management Officer
Housing
09.2020 - 10.2023
Digital Advisor
Customer & Digital Services
12.2019 - 09.2020
Customer Service Advisor
Customer Service Centre
08.2017 - 12.2019
Customer Service Advisor
Royal Bank of Scotland
03.2014 - 07.2017
A-Levels - English, Maths, Music
Richard Taunton Sixth Form College
09.2008 - 07.2009
GCSEs - English, Maths, Music, History, Georgraphy
Cantell School
11.2004 - 07.2007
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