As a Product Manager of the platform for temporary hiring, I am responsible for leading the development and strategic direction. This involves a deep focus on refining the temporary hiring process to effectively meet the needs of both siders employers and job seekers. I collaborate with various teams to align our product with market trends and user demands, ensuring we deliver a seamless experience. My commitment to integrating user feedback and data insights is key in driving ongoing enhancements and introducing innovative features. By promoting agile methodologies and a customer-first approach, I work towards keeping our platform at the leading edge of the gig economy in the Baltics.

I recruited an international team of Customer Support and Inside Sales Representatives. My top priority during the early stages was to develop policies, workflows, and KPIs for both teams. By analyzing post-sales activities and gathering customer feedback, I identified areas for future development and spearheaded various projects, such as procuring necessary tools, implementing VoC strategy, and improving processes through FAQ development and automation. With a focus on cross-team collaboration and ongoing improvement, I paved the way for our future strategy.

While still overseeing Customer Support, I took on a new role focusing on loan sales and user experience. In the past 3 months, I increased product sales by 8% and upsell/x-sell activities by up to 15%. Additionally, I initiated a new project launched in July and played an active role in developing the infrastructure for one of our key partners.

In addition to my responsibilities as the Customer Support Manager, I was also tasked with strategically leading Customer Support units across the Baltics, managing 45 people. Over the course of a year, I implemented structural changes and aligned processes and KPIs across multiple departments in different countries, while also working on automating result calculations. Moreover, I initiated a new project aimed at improving Customer Experience, gaining a competitive edge in the market, and reducing manual labor for employees.

As the manager of 3 groups in the internal Customer Support department (Call center, e- shop, and loans Sales Support) and a third-party Call Center, I prioritized customer satisfaction by implementing various process changes and empowering my team to act as the Voice of the Customer. Since joining the role, incoming volume decreased by 25% and metrics improved by an average of 15-20%, leading to long-term problem resolution. I also spearheaded over 10 systems improvements and a successful automation project resulting in higher sales and increased efficiency.

In addition to continuing my previous responsibilities, I also took on the management of 2 internal employees and the External Call Center. To improve performance, I created and implemented KPIs and updated processes resulting in enhanced Customer Experience and greater work efficiency.

In collaboration with the External Call Center, I handled customer requests through phone and email channels and liaised with related departments to resolve issues for the long term. I also created and implemented processes for Payments and Debt Collection, participated in public procurements, and worked on a new B2B sales project.

I coordinated five projects pertaining to car leases and long-term rentals, which encompassed Solvency Risk Management, customer communication, contract negotiation, and post-sale activities.

I provided comprehensive administrative support by performing tasks such as data entry, mailing, and scanning. I also demonstrated proficiency in preparing and modifying various types of documents, including correspondence, reports, drafts, memos, and emails. Furthermore, I answered questions and fulfilled requests for information from colleagues. As a collaborative team member, I consistently contributed to team goals by accomplishing tasks in a timely and efficient manner.

I have a proven track record of successfully introducing new and well-known brands at various events. My primary responsibility has been to persuade customers to use advertised items and sell those after that.