Šiauliai, Siauliu, Lithuania
With over seven years of experience as a Team Leader in operations, I have cultivated a strong foundation in leadership, process optimisation, and collaborative problem-solving. Leading a team of 20 employees, I have been dedicated to maintaining high-quality standards in payment processing and ensuring customer satisfaction through strategic methodologies like process confirmations, quality meetings, Gemba, and LEAN. I am skilled in managing employee performance, having introduced Performance Improvement Plans (PIPs) to address underperformance effectively. Supporting professional growth is a passion of mine, and I have successfully mentored team members, helping them advance into leadership positions. Collaboration is key to my approach, enabling partnerships with other teams and departments to enhance payment processes and resolve complex issues. I lead initiatives within LC&I Services, participating and owning strategy building blocks such as Internal Mobility and Process Rationalization to help the bank achieve its strategy goals. Besides leadership skills, I am always diving head straight into technicalities of the product I am working with, and manage to pick up on things very quickly, which then helps me to have sufficient understanding of the theory and practice, and come up with solutions/improvements. My journey as a Team Leader has equipped me with a diverse skill set, enabling me to drive team success and achieve strategic objectives effectively.
- Leading a team of 20 employees in day to day operations; - Managed employee's underperformance by introducing PIPs; - Overseeing the team's processes to ensure high-quality standards in payment processing and customer satisfaction are maintained (via process confirmations, quality meetings, Gemba and LEAN); - Supporting team members' professional growth through training, mentoring, and providing opportunities for skill development (helped 2 employees on their path to Team Leader career within the area); - Facilitating collaboration with other teams and departments to improve payment processes and resolve complex issues; - Leading the team in identifying and solving technical or formatting issues with payments that cannot be processed automatically an working on improving STP rates; - Tracking the team's performance against key metrics and deadlines, and implementing improvements as needed; - Working closely with internal stakeholders; - Participating in and leading strategy building blocks' initiatives within LC&I Services (Internal Mobility; Process Rationalization); - Supported and represented deputy head and head of area in business unit's meetings; - Participated in industry wide ISO20022 SWIFT standards change implementation since 2023; - Worked closely with IT to improve customer service; quality and efficiency of payment handling.
• Accountable for team’s performance (8-12 individuals at a time); • Leading and motivating the team to meet and exceed conversion, revenue and efficiency KPIs and implementing Performance Improvement Plans if required; • Providing regular 1to1s and coaching as well as quality monitor the team followed by feedback sessions; • Completing quarterly/annual individual performance reviews, weekly team meetings; • Working with other contact center Team Leaders in order to continuously develop people and processes in place; • Following HR guidelines and implementing policies when required; • Closely working with other stakeholders within the business to increase engagement within the contact centre as well as the team; • Supporting recruitment process by conducting interviews and helping with training successful candidates; • Working closely with in house Occupational Health team to support individuals’ physical and mental health; • Representing Contact Centre in multiple strategic meetings when reacting to Covid-19 pandemic; • Attending a Team Leader Development programme within Carnival UK; • Being a part of the team that have worked on recreating customer service principles for P&O Cruises and implemented it within the Contact Centre; • MyHR Portal Champion.
As a Personal Cruise Expert I have closely worked with guests as well as travel agents. This job role required exceptional communication skills in order to fully understand the customer and help to create unforgettable holiday happiness that the company is so proud of. During my time as a Personal Cruise Expert, I have also been heavily involved in quality monitoring and training for the new starters, created and developed different engagement projects for the team in order to maintain high team spirit and develop performance.
Working at Lewis School of English, I was responsible for taking care of around 20 kids at a time (age 6-17). Responsibilities included taking them to breakfast/lessons/lunch/dinner, participating in different kind of activities with them throughout the day including sports/crafts/half day and full day trips around the south of England.
As a receptionist I am responsible for assisting guests with any special requests using OPERA property management system; checking guests in and out; assisting hotel's guests with their luggage; answering the phone and directing callers to other departments within the hotel; making reservations on the following by following Accor's SIGNATURE reservations system; going through daily reports to ensure guests are well taken care of; following standard procedures when handling challenges that arise, and of course representing the brand with a smile!