Took active part in preparations for the country opening. Opened 2 stores in Estonia (Narva, Akadeemia).Managed a district of 2-3 Lidl stores. Acted as a line manager for all Store Managers within my district.Developed, supported and coached Store Managers within my district.Performed store audits during store visits, provided feedback and improvement areas to store management.Ensured a positive and motivated work environment and smooth, effective and efficient… Show more Took active part in preparations for the country opening. Opened 2 stores in Estonia (Narva, Akadeemia).Managed a district of 2-3 Lidl stores. Acted as a line manager for all Store Managers within my district.Developed, supported and coached Store Managers within my district.Performed store audits during store visits, provided feedback and improvement areas to store management.Ensured a positive and motivated work environment and smooth, effective and efficient collaboration.Planned KPIs and store staffing structure for my district.Analysed KPIs on a weekly/monthly basis.Used a variety of tools in order to understand, adapt or modify business approach to reaching goals.Took direct part in conducting job interviews, hiring process, and contract termination process when needed.Ensured the implementation of the company strategy or changes.Completed regular cash management checks.Completed district tours with the Head of Sales.Looked after store rebuild, new openings and re-openings.Participated in Area Manager meetings. Show less

Underwent an excessive training by working as: Store employee - 3 monthsShift Manager - 2 monthsDeputy Store Manager - 4 monthsStore Manager - 4 monthsDistrict Manager in several districts - 17 months Managed a district of 5-6 Lidl shopsWorked towards meeting the turnover, productivity, inventory, and staff costs targets whilst actively resolving short and long-term issues.Ensured that every shop is operating within the current guidelines and concepts… Show more Underwent an excessive training by working as: Store employee - 3 monthsShift Manager - 2 monthsDeputy Store Manager - 4 monthsStore Manager - 4 monthsDistrict Manager in several districts - 17 months Managed a district of 5-6 Lidl shopsWorked towards meeting the turnover, productivity, inventory, and staff costs targets whilst actively resolving short and long-term issues.Ensured that every shop is operating within the current guidelines and concepts. Reported directly into the Regional District Centre.Responsibilities also included: CV reviews, interviews, hiring/termination of the contract, critical decision making, leading feedback conversations, coaching, in all ways carrying responsibility and being a contact person for over 120 employees. Show less

• Represent the Accounts & Billing Tier 3 Dublin team in all related meetings.• Encourage and assist in motivating team to ensure SLA targets are continually met. • Act as the first point of contact for any process/policy/workflow related questions.• Identify work flow/process improvements to enhance the teams efficiency.• Lead by example through adherence to deadlines, positively influencing team through “can do” attitude.• Provide mentorship and onboarding to all new… Show more • Represent the Accounts & Billing Tier 3 Dublin team in all related meetings.• Encourage and assist in motivating team to ensure SLA targets are continually met. • Act as the first point of contact for any process/policy/workflow related questions.• Identify work flow/process improvements to enhance the teams efficiency.• Lead by example through adherence to deadlines, positively influencing team through “can do” attitude.• Provide mentorship and onboarding to all new hires including ongoing support and guidance.• Complete regular quality reviews and provide quality review feedback to team and escalate to Cpl where appropriate for performance management discussions.• Identify and raise any team issues and concerns to Cpl management in a timely manner.Took part (4 months) in the opening of the Microsoft Headquarters in Bucharest providing guidance, mentoring, training, and professional assistance to the Bucharest Customer Support team. Show less

• Provide third level (last point of contact) support to Microsoft Office 365 customers in a busy B2C environment and assist them in resolving advanced issues utilizing Microsoft products and technologies via email or phone.• Demonstrate strong interpersonal and communication skills, while working with varying audiences from technical engineers, developers and tool architects, as well as executive-level management.• Manage critical situations that may involve challenging issues… Show more • Provide third level (last point of contact) support to Microsoft Office 365 customers in a busy B2C environment and assist them in resolving advanced issues utilizing Microsoft products and technologies via email or phone.• Demonstrate strong interpersonal and communication skills, while working with varying audiences from technical engineers, developers and tool architects, as well as executive-level management.• Manage critical situations that may involve challenging issues, out-of-the-box decision making, diverse audiences and potentially externally visible issues.• Take part in daily meetings, process improvement discussions, and contribute to proactive knowledge transfer via internal tools. • Display the ability to meet the CSAT targets and SLAs set by Microsoft.• Develop and share ideas on the overall process and support quality improvement. Show less

• Demonstrate ability to quickly and effectively resolve billing, payment, and technicalqueries via phone, email, and chat.• Fast paced work in a B2B environment.• Ability to utilize time-management skills to efficiently fulfill daily tasks.• Work with a wide variety of people in a multilingual environment.• Demonstrate positive approach and excellent communication skills, both oral andwritten in both English and Russian languages.• Show ability to work as part of a… Show more • Demonstrate ability to quickly and effectively resolve billing, payment, and technicalqueries via phone, email, and chat.• Fast paced work in a B2B environment.• Ability to utilize time-management skills to efficiently fulfill daily tasks.• Work with a wide variety of people in a multilingual environment.• Demonstrate positive approach and excellent communication skills, both oral andwritten in both English and Russian languages.• Show ability to work as part of a team as well as unsupervised.• Very customer service focused, able to deal with customers in a friendly and politemanner.• Show robust multitasking skills• Involve in constant product knowledge improvement via internal training tools and tests. Show less

Providing First Line B2B Support for major worldonline bookmakers such as Skybet, Betboo, Youwin, Ladbrokes, Betfred, Betsson,and many others. Rapid response to critical situations, prompt understanding of the issue, Providingprompt resolution or escalation to the relevant department.Fulfilling ~10 minor daily tasks which ensure smooth performance of the whole betting business for our clients.

Nov 2008 - Oct 2010Microsoft Xbox Project Tier 1 Agent support representative. The role involves:handling inbound calls, providing world class support, use of soft skills, dealing with stressful situations, delivering hard messages, escalating issues to higher levels,achieving and maintaining good results. Was awarded The Tier 1 agent of the monthin January 2009.Oct 2010 – July 2011Microsoft Xbox Project Tier 2 (Escalation’s Team Supervisor/Helpdesk Agent)… Show more Nov 2008 - Oct 2010Microsoft Xbox Project Tier 1 Agent support representative. The role involves:handling inbound calls, providing world class support, use of soft skills, dealing with stressful situations, delivering hard messages, escalating issues to higher levels,achieving and maintaining good results. Was awarded The Tier 1 agent of the monthin January 2009.Oct 2010 – July 2011Microsoft Xbox Project Tier 2 (Escalation’s Team Supervisor/Helpdesk Agent) Therole involves: dealing with both inbound and outbound calls, providing world classsupport, dealing with irate customers, dealing with complicated issues, which areescalated by Tier 1 Agents, being a member of the Helpdesk team helping T1 withproduct/process related questions, trying to achieve the targets set by the client. Wasawarded the Tier 2 of the month in February 2011 and May 2011.August 2011 – April 2012Microsoft Xbox Project Tier 2 Point of Contact (POC) team. The role involves:Being the last point of contact within a phone call to address customer’s complaints,arranging and checking the validity of escalations made to Microsoft, grantingpermission for exceptions or gestures of goodwill, sharing knowledge with Helpdeskagents, pointing out other agent’s mistakes, conference calls with the client(Microsoft), delivering the updates to the quality team, and many more, occasional coaching sessions with Tier 1 agents to check their knowledge and share newinformation. Show less