Liudvikas Levinger Email & Phone Number

Vilnius, Vilniaus, Lithuania

Lithuania

- Leading the customer support department of Lithuania;- Allocating and overseeing the department's yearly budget, ensuring effective distribution of resources and finances;- Developing and implementing departmental strategy, setting up challenging KPIs and targets to ensure the highest possible service quality;- Actively communicating with partners and outsourced centers to foster collaboration and alignment in customer support operations;- Resolving complex disputes and communication crises through collaborative efforts with legal and communication experts.

- Leading the customer support team of 6+ people;- Recruiting and onboarding new talents, ensuring continuous training and skill development;- Planning team's workflow and workload to achieve optimal productivity;- Ensuring team performance is of the highest quality, performing QA, KPIs analysis, proactively coaching team members;- Optimizing processes and implementing advanced solutions to improve service quality and UX (i.e., escalations, chatbot, macros, FAQ);- Collaborating closely with product managers to enhance and optimize the quality of services provided to customers;- Managing and addressing the most challenging and high-priority customer cases.

- Defining and tracking success metrics and key performance indicators (KPIs);- Working closely with legal experts to prepare international and local B2B contracts;- Modernizing and simplifying processes to increase efficiency;- Monitoring the performance and usage of the company's products or services by B2B clients;- Improving and streamlining client communication strategies for more effective interactions;- Developing innovative methods for assessing the creditworthiness of business clients;- Addressing the unique challenges presented by insolvent customers' portfolios, while safeguarding the company's financial interests and seeking equitable solutions.

Vilnius, Vilniaus, Lithuania

- Building and maintaining strong, long-term relationships with key clients, serving as the primary point of contact;- Assisting clients in securing cargo space and offering competitive quotes;- Assisting clients through the customs clearance process, addressing tariff classifications and valuation;- Helping clients assess and manage shipping risks, including cargo insurance and risk mitigation strategies;- Offering Advisory Services and providing valuable insights on export regulations and best practices in international shipping.

- Investigating and resolving user-reported problems, including transaction disputes, account lockouts, or missing funds;- Ensuring the verification and facilitation of cryptocurrency transactions;- Conducting background checks to identify any potential risks, such as politically exposed persons (PEPs), sanctioned entities;- Performing thorough CDD and KYC procedures;- Identifying and reporting potential fraudulent activities;- Gathering user feedback to report insights and suggestions for platform improvements and enhancements to the product team;- Preparing schedules for the customer support department;- Onboarding new joiners, providing coaching and feedback in one-on-one sessions.

- Serving as the main point of contact for customers, providing timely and informative support;- Handling complex international trade regulations, ensuring compliance with all necessary documentation;- Offering real-time tracking updates and promptly resolving any issues or delays;- Focusing on building strong client relationships, fostering loyalty and recommendations.

Bachelor'S Degree, International Business And Communication

Work & Travel, Port Clinton, Ohio, Usa

Participated in Work & Travel USA summer program