Asta Dirvonskiene Email & Phone Number

Vilnius, Vilniaus, Lithuania

Vilniaus, Lithuania

To supervise and oversee the strategy, planning, and execution of the organization’s overall customer experience goals.This includes liaising with other department heads to ensure all other teams contribute equally to providing customers with a seamless experience across touchpoints.Implementing the customer service and experience strategy according to the Toyota Production System (often synonymous with Lean);Coordination of the Kaizen process;Omotenashi (hospitality) policy development;Implemented Complaint management process: tool and processes; Establishment of an onboarding procedure for new employees;Implemented a survey for Exit employees and NPS - used car sales;Created the pricing of a new product "pre-paid maintenance".

Vilniaus, Lithuania

Developing and implementing Customer service and experience management strategy; responsible for budgeting efficiency and performance evaluation.Coordinate and develop service policies in external call centers and this year established inhouse call center.Leading 6 internal groups: Billing and Credit control; Data Analytics; Solutions group; Sales support group; Quality and Processes; IT Project management.Achievements in the last year: NPS and winback processes, establishment of Data analytics and tracking and analysis of KPI's; mapping of corporate processes and acquisition of ISO 9001; 14001 and 45001 standards; creation of an internal knowledge base (intranet).Achievements of this year: Sales tool, it helps to create a contract 4 times quickly, establishment of an inhouse (internal) call center; implementation of a new debt management process, which is automated and will lead to several times more efficient debt management and debt reduction; implementation of a new accounting model for government reimbursement.

Vilniaus, Lithuania

Defined customer support policies, internal support team processes in e-commerce and customer satisfaction KPI's. Managed and coordinated the activity of customer support team. Trained, motivated and developed customer support specialist. prepared the internal specialists from other departments to do customer support services in the lockdown time.Established, monitored and analyzed customer service KPI (introduced and monitored metrics to measure effectiveness of team).Defined customer pain points and work on solutions from idea to operations (introduced and led customer experience workshops)

Lithuania

First two years I managed staff of outsourced service vendors (> 20 employees). Now I manage own B2B call center: 4 inbound lines (the main line is Business) and > 15 various BO works. Lead customer service team (25 employees).Responsibilities in this project: from creation of Business case to its successful implementation.Tasks performed: find office space and equipment, form a team, create and maintain motivational, training and quality support (monitoring) system, implement technical work process solutions, IVR, flow management, scheduling.Implementing process of service-to-sales for all segments of customers. Establish a sales shark team in call center.Ensure all customer service processes are aligned with world-class customer service standard. Focus on root cause drivers and provide action plans for improvement.Responsible for monthly target delivery, leading update meetings with clear action plan outcome. Identify root cause drivers and collaborate with other departments to improve service quality. Full responsibility for service level, KPIs and budget delivery, regular reporting.Develop metrics to measure customer satisfaction (voice of customer, NPS) and service performance.Manage customer service transformation to digital channel and web self-service development, Plan the budget and control the costs of B2B customer service unit by ensuring service quality. Build strong relationships with other internal divisions and ensure root cause analysis to maximize service efficiencyDevelop B2B customer service policy for an entire organization.Develop VIP Business (B2B) customer service and enable continuous growth.

Vilnius, Lithuania

Establish in-house second level customer service team. Lead a customer service team (6 employees) responsible for problem solving and email communication. Mail and self-service requests with customers.Build a team, increase efficiency, maintain quality of service and other key performance indicators. Ensuring great service and customer satisfaction.Develop and implement service maintenance policies and procedures for that team.Establish strong relationships with other internal departments and ensure root cause analysis to maximize service efficiency.

Vilnius

Manage staff of outsourced service vendors for two teams: Loyalty Group is responsible for maintaining the client and second level team in the call center.Monitoring of problem solving quality, SLA, cause analysis, implementation of prevention, implementation and maintenance of motivational system to increase winback rates, communication with RRT.

Master'S Degree, Public Administration

Bachelor'S Degree, History