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Vilnius, LT

Vilniaus, Lithuania

• Customer-Centric Leadership:Oversee the entire customer contact process, transforming the center into a versatile hub for service, advisory, inquiry, and sales management. Accountable for all company-wide customer.
• Operational Efficiency: Centralized contact center operations and implemented IT tools to streamline processes, reducing complaints and enhancing overall efficiency. Initiated… Show more
• Operational Efficiency: Centralized contact center operations and implemented IT tools to streamline processes, reducing complaints and enhancing overall efficiency. Initiated changes in other departments to improve.
• Team Development:Created the contact center team from scratch, evolving it from a call forwarding unit to a skilled, autonomous team that uses advanced systems and makes decisions within their responsibilities.
• Quality and Compliance: Established KPIs, efficiency metrics, quality metrics, and a robust incident and complaint management process to ensure consistent, high-quality service and compliance. Developed and implemented.
• Innovative Service Solutions: Implemented the single window principle and integrated order management for sales, improving customer service and expanding contact center capabilities. Show less

Vilnius, Vilniaus, Lithuania

• Customer-Centric Leadership: Ensured smooth operations for teams (100+ people) across Credit24 and Creditea brands by optimizing and automating processes to enhance customer experience and increase profitability.
• Operational Efficiency: Standardized and simplified customer care processes, improving efficiency. Implemented unified quality metrics, methodologies, and monitoring tools. Managed end-to-end IT projects, including.
• Operational Efficiency: Standardized and simplified customer care processes, improving efficiency. Implemented unified quality metrics, methodologies, and monitoring tools. Managed end-to-end IT projects, including.
• Quality and Compliance: Established comprehensive quality control systems and tools, ensuring compliance with AML, GDPR, KYC, and other regulations. Developed a robust customer feedback process, including surveys.
• Partner Management: Enhanced partner KPIs and SLAs by introducing a bonus and penalty model, resulting in a 20% improvement in performance metrics. Managed and updated contracts, ensuring effective communication and.
• Innovative Service Solutions: Created reports, dashboards, and models to support effective teamwork and analysis. Integrated new products into customer care routines by updating processes, tools, and KPIs. Ensured.

Vilniaus, Lithuania

• Strategic Leadership: Designed and managed an end-to-end Customer Experience RoadMap, coordinating improvement plans across all units.
• Process Improvement: Reviewed and redesigned business processes to enhance customer satisfaction, achieving a +30% increase in NPS within a year.
• Customer Centricity: Fostered a customer-centric mindset across the company, including training for newcomers and the development of customer-centric KPIs.
• Project Implementation: Successfully… Show more
• Project Implementation: Successfully implemented several key projects, including an ‘Easy to sign’ project for standardized contracts and a solution and product catalog.
• Feedback Management: Implemented, monitored, and analyzed NPS, CES, CSAT surveys. Updated and implemented new feature request and complaint processes.

Vilnius

Development of a trust relationship with one of the major partners of the company. Ensuring value-based selling. Development of pricing, sales strategy and ensure their execution. Acquiring a thorough understanding of key partners needs and ensure implementation (SW and HW). Quality ensuring and monitoring.

Vilnius

Developing trustworthy relationships with clients. Expanding the relationships with existing customers by continuously proposing solutions that meet their objectives. Searching for new clients in the B2B sector and building long-lasting business relationships. Developing value propositions that meet client business needs and converts these propositions.

Developing trustworthy relationships with clients. Searching for new clients for ERP, HR management systems in B2B sector. Building long-lasting business relationships. Developing value propositions that meet client business needs and converts these propositions into opportunities. Resolving any issues and problems faced by customers and dealing with.