Eduards Gurevičs Email & Phone Number

Riga, Latvia

Riga, Latvia

Latvia

- Managed and supported effective operational day-to-day activities of in-house and outsourced member services in Baltics, Russia & Finland - Focused on driving process optimization with the aim to maximize service level and customer satisfaction- Key guidance and support person for outsourced member service in Latvia, Lithuania, Estonia, Russia & Finland- Customer Service coaching in Baltics, Finland & Turkey. Prepared training materials - Proactive and continuous work on customer service quality improvements (Call, e-mail, social media QA) - Tracked and measured team performance, continuously reviewed team performance and performed monthly reviews and objectives- Customer Experience activities together with partners to improve operational processes and customer satisfaction - Participated in call center RFP process in Turkey - Worked together with managers from other departments to ensure that all the cross-functional activities are being executed efficiently- Reporting, contact forecasting and activity planning - Builded and maintained excellent and efficient relationship within the team and partners- Processed and monitored loyalty card fulfillment, Maintained loyalmember retention and upgrade processes

Latvia

- Supporting operational activities of in-house and outsourced member services in Baltics and Russia - Key contact person for outsourced member service in Latvia, Lithuania, Estonia and Russia- Preparing training materials- Member Service training - Operations Quality Control - Member Feedback Monitoring- Communicate and coordinate with internal departments- Contact Forecasting and Planning

Latvia

- Handling customer calls, e-mails and social media queries in Latvian, Russian and English - Making airline ticket reservations - Processing customer reward orders

Riga, Latvia

Handled customer queries. Sales (tickets & services), Coaching