As Head of Customer Care & Sales:- Leading and managing private / custom tours department- Leading and managing a team of up to 18 customer care specialists- Coaching, training and developing customer care team leads, senior customer care specialists- Influencing strategy and direction of customer care by analyzing performance data and identifying improvement areas- Owning service improvement initiatives/actions required following feedback from customers.- Being responsible for all aspects of Personal development of direct reports- Handling daily operations making sure service runs as expected and SLAs are met- Monitoring the team’s performance and implementing feedback on a daily basis- Investigating and solving complex/long-standing customer’s problems - Delegating tasks and setting deadlines Developing standards and promoting activities that enhance operational procedures- Recruiting new staffAs the Country Manager:- Overseeing day-to-day operations ensuring smooth running of an office- Monitoring the budget & expenses for the country- Identifying and mitigating risks that may impact the company's operations & reputation- Managing internal staff relations- Acting as the first point of contact for all HR questions for all employees- Managing relationships with vendors, service providers, and landlord- Participating actively in the planning and execution of company events- Dealing with correspondence, complaints, and queries- Ensuring that health and safety policies are up to date

- Contributing to and leading workstreams across a diverse range of engagements, including people strategy, workforce planning and analytics, organization design, HR transformation, transactions and restructuring, talent management, learning, reward and change management - Designing and creating innovative insights for clients, adapting methods and practices to fit client need- Building trusted relationships with clients, Identifying new opportunities, contributing to preparation of proposals and wider business development activities - Managing the operational and risk management of client engagements- Implementing monitoring mechanisms to track the progress & performance- Coaching and providing learning opportunities for junior team members- Contributing to delivery of wider strategic goals across WFA and participating in initiatives that support the growth of the firm as a whole

As Head of Customer Care& Global Sales:- Leading global sales department – closely working with partners worldwide- Leading and managing a team of up to 18 customer care specialists- Coaching, training and developing customer care team lead, senior customer care specialists- Influencing strategy and direction of customer care by analyzing performance data and identifying improvement areas- Owning service improvement initiatives/actions required following feedback from customers.- Being responsible for all aspects of Personal development of direct reports- Handling daily operations making sure service runs as expected and SLAs are met- Monitoring the team’s performance and implementing feedback on a daily basis- Investigating and solving complex/long-standing customer’s problems - Delegating tasks and setting deadlines Developing standards and promoting activities that enhance operational procedures- Recruiting new staffAs the Head of Vilnius office:- Setting up an office in Lithuania - Transitioning positions from Iceland to Lithuania - end2end oversight- Point person for maintenance, mailing, shipping, supplies, equipment, bills and errands- Managing internal staff relations- Acting as the first point of contact for all HR questions for all employees- Preparing employment contracts (and annexes to them)- Ensuring smooth running of an office on a day-to-day basis- Managing relationships with vendors, service providers and landlord, ensuring that all items are invoiced and paid on time- Participating actively in the planning and execution of company events- Ordering stationery and furniture- Dealing with correspondence, complaints, and queries- Ensuring that health and safety policies are up to date

Working as part of the IT Service Desk team responsible for managing the customer experience for Barclays colleagues seeking IT self support, self service requests and online contact via the IT Support portal. This role is wholly responsible for the design and implementation of initiatives to improve the experience of consumers seeking IT support and service requests across Barclays businesses.Key responsibilities include:- To develop, implement and continually progress a consumer focused IT support strategy and operating model to deliver optimum support and drive commercial and quality improvements across all Barclays clusters and geographies.- Provide a reference point for IT Service Desk leadership and business stakeholders for issues relating to the IT Support portal processes and consumer experience improvements.- To define, oversee and secure the effective implementation of changes to the IT Support portal processes and tools for Barclays colleagues and actively contribute and direct decisions and planning by the technical implementation teams.- Being a trusted representative and spokesperson for IT Service Desk, providing a single point of entry for changes to processes and tools for Barclays staff requesting IT products and services; influencing operational strategies to better meet consumer needs and delivery against business requirements.-Being a consumer advocate and setting the consumer experience standards for online IT support and online contact channels.- Analyse the demand and workflow for IT support and identify and deliver service improvements to meet consumer and business needs.- Deliver a creative culture of encouraging ideas from colleagues in the delivery chain and enabling/owning/supporting the delivery as required.-Take responsibility for the assessment, design and implementation of changes to IT Support portal processes to drive consumer experience improvements.

- Leading a team of up to 20 staff in IT Service Desk resolving incidents, service requests and requests for information raised by customers; - Being responsible for all aspects of Personal development for direct reports;- Owning the relationship with two IT Service Desk stakeholders in Italy and France;- Influencing the strategy and direction of IT Service Desk;- Planing proactively to ensure that IT Service Desk is able to provide effective support for all services and is positioned to provide effective support for new services, as they become live;- Ensuring Service Level Commitments are met;owning serviceimprovement initiatives;- High level of organizational awareness and understanding of howcustomer service can be maximized;- Communication of technical and non-technical information to both theteam and leaders;- Recruiting new staff

- Full control and responsibility of the Sales Department; - Daily activities primarily focused on effectively leading and managing a team of 9-11 sales managers to meet company objectives in all areas of employee, client, and shareholder satisfaction; - Day-to-day coaching, mentoring, closely working with the sales managers;- Setting weekly/monthly coaching plans and constant control if the staff is working according to it; setting SMART goals;- Creating motivational systems – prizes winning competitions, special bonuses, delegating special duties, constant “thanking” for the job well done etc.;- Creating a list of procedures on how the sales managers has to talk with the client, how it should be said, what needs to be outlined, also inserting the scenarios what to say after clients contradiction; - Identifying possible problems and solving them in advance;- Ensuring that the actual sales plans meets target plans;- Delegating work;- Guaranteeing perfect customer service;- Budgeting and planning the resources and finance needed for the sales departments – salaries, rent, office supplies, municipal taxes etc;- Income control and finance planning;- Sales strategy improvement and everyday analysis; - Recruiting new staff;- Delivering trainings to newcomers

- Leading a team of 9 -11 sales managers; - Communication and negotiation with international clients in North and Central Europe;- Responsibility of one of the companies exclusive clients in Scandinavia;- Organizing every day meetings with a team to discuss how the customer service needs to be improved – setting plans with the tasks and the deadlines;- Solving problems with the clients and other departments of the company;- Working closely with every sales manager in order to understand what needs to be done to improve their work;- Explaining what is a perfect customer service and what steps needs to be taken to reach it;- Everyday motivation and inspiration to achieve highest results;- Income control and finance planning;- Looking for new possible ways and tracks to improve the sales; - Control of agreements and contracts between the sales managers and the clients;- Delivering trainings to newcomers.

- Project management of international translation into few languages; - Communication and negotiation with international clients worldwide; - Coordination of one of the biggest client account;- Income control; - Project time management; - Manpower resource planning; - Project risk and quality control; - Constant team coordination on the deadlines and effectiveness;- 100% responsibility of each project management

- Negotiation with the clients regarding commercial sales projects- Constant quality control – effective time planning to meet tight deadlines- Sales strategy improvement to reach monthly targets - Budgeting the projects- Scheduling the workflow of other colleagues - Income control - Project contract preparation- Responsibility of distribution - Constant coordination of a team working on a project- Full responsibility to the client of the quality of their investment - Building professional business relationships and guaranteeing the best service

- Directly responsible for managing product knowledge, profitability, quality, and effectiveness for a team of 15 CSRs (Customer Service Representatives); - Leading a team of CSRs to reach the best customer service; - Trying to match employees’ interest to companies needs;- Coaching/goal setting sessions for CSR's to meet their own and companies targets; - Accountancy of employees worked hours, vacations, sick leaves and other HR issues;- Training newcomers;- Communicating with the client on a daily basis in order to maintain long-lastingrelationships