Monika Jozonyte Email & Phone Number

Aug 2021 - July 2024- Leading a team to achieve revenue targets through effective coaching and process optimization.- Managing the implementation of a new QA validation process in close collaboration with the QA teamto proactively address client escalations.- Collaborated with product and tech teams to translate operational needs into actionable featurerequests, addressing bottlenecks through data-driven insights.July 2024 - present- Promoted to higher level manager, owning a strategic initiative to boost team efficiency and revenue, guiding the team through transition to a new system and streamlining processes.- Collaboration with developers to address technical issues, ensuring smooth adoption of the newsystem and timely resolution of bugs.- Champion process improvements and communicate insights to product teams to refine tools andenhance admin experience.

Vilnius, Vilniaus, Lithuania

- Guided a customer service team in resolving daily challenges, improving processes, and supportingprofessional growth.- Enhanced cross-market processes and established communication channels with the Product Teamto relay insights for client-facing and internal tool improvements.

Lithuania

Point of contact to customer service team for knowledge, and decision making in grey areas. Supporting and coaching agents across EMEA region, and developing local office. Bringing initiatives to the team, toensure alignment and smooth communication in the team, and in the office.

Vilnius

Malta

Key point of contact between the team and management.Monitoring and ensuring each member has equal workload, based on their capabilities and efficiency.Providing constant support to the team with any issues by guiding them through the process of finding the best solution and communicating this with the client.Ensuring the team is up to date with the latest information and procedures of the department and the company, assisting them in the case of big structure changes.Leading the team by always being available should any queries arise, as well as overseeing any new team members joining the shift.Performing account executive duties together with the senior duties.

Malta

*Ensure that each flight is tailored to the clients’ needs*Manage flight reservations and create necessary flight documentation*Ensure that all customer requirements are captured to achieve VistaJet aim of creating “the home away from home” atmosphere*Build-up, manage and maintain customer relations

Aberdeen, United Kingdom

Reception duties – check-ins/ check-outs; answering guest calls and any enquiries they have; making rooms, restaurant, events reservations; cash and credit card operations handling; thorough communication with all departments to ensure guest satisfaction; rooms and specials allocations; making spa reservations and answering membership enquiries; looking after the Spa Café; opening and closing the Spa and being in charge of it throughout your shift.

London, United Kingdom

Working at The Ritz Hotel in London was wonderful experience for my university placement year. It helped me to strongly improve my customer service skills, develop my competence in working with a team of professionals of the industry and build a stronger and more independent personality. I was highly appreciated by my colleagues because of my helpfulness and ability to handle stressful situations whilst providing excellent service for the guests.

Aberdeen, United Kingdom

My role as a receptionist in Park Inn Aberdeen have taught me all the relevant skills of being part of the hotel's Front Office team. I have learned to perform organizational duties, customer service related tasks and communicating efficiently with all the hotel departments to perform my responsibilities. I found myself being passionate about providing excellent customer service and working within hospitality industry became my career perspective.

Kaunas

Working in Best Western Santaka Hotel Kaunas was my first job within the hospitality industry. It gave me a great insight into the customer service, management of hotels operations and organization of Front Office department. During my two months of work experience, I was responsible for assisting tourists groups arriving to the hotel. My role involved being the main point of communication within the group leader and the hotel and responding to various enquiries.

Bachelor’S Degree, International Hospitality Management, Second Class First Division

My final thesis topic: Social Media and Customer Reviews in Hospitality Industry: Is Management responding influential towards Positive.

Hotel/Motel Administration/Management