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Work Background
Head of Merchant Support
PrintifyHead of Merchant Support
Sep. 2020Tallinn, Harjumaa, Estonia · Hybrid• Successfully led and supervised a dedicated team of more than 300 support agents across four different locations. • Spearheaded a comprehensive restructuring initiative aimed at optimizing team workflows and infrastructure, resulting in a 10% increase in support quality and efficiency. • Demonstrated a consistent track record of achieving exceptional customer satisfaction, maintaining a +93% Customer Satisfaction Score over a period of 12 months. • Implemented significant improvements that encompassed not only enhancing the speed and efficiency of the team, but also completely transforming the company's customer support strategy and communication style, providing a fresh and enhanced voice to better serve customers.
Senior Team Lead
Wise Ltd.Senior Team Lead
Oct. 2018 - Sep. 2020• Was responsible for English-speaking specialised customer support teams in the EMEA region with the largest customer base • The group consisted of 80+ FTEs in the EMEA and APAC regions through a team of 6 team leaders • Created the case categorization system in Wise customer support from scratch and developed it with other stakeholders (product/support/operations) into a fully functioning Contact Form on a global scale • Mentored and coached the EMEA senior lead group and drove the quarterly planning • Coached and worked closely with the Support Experience Product team to implement multiple new tools that are currently being used in Wise customer support • Was responsible for CS EMEA Tallinn site • Daily activities consisted of approving and creating customer support guidelines • Created analytics and reporting dashboards consisting of team and agent level performance • Created global support team monthly schedules, ran intraday observations when it was needed • Ran performance reviews for multiple team leads in the support team • Led and developed the team to deliver customer interactions across multiple channels - emails/phones and chat support
Team Lead
Wise Ltd.Team Lead
Nov. 2017 - Oct. 2018Estonia
Customer Support Associate
Wise Ltd.Customer Support Associate
May. 2017 - Oct. 2017
Customer Service Representative
SAS (Scandinavian Airlines)Customer Service Representative
Jun. 2016 - Apr. 2017Estonia
Certified Personal Trainer
American Council on ExerciseCertified Personal Trainer
Jan. 2016 - Jan. 2017
Professional Basketball Player
FIBAProfessional Basketball Player
Aug. 2010 - May. 2015Spain, Greece, Turkey, Bulgaria, Latvia, Lithuania, EstoniaProfessional athlete in multiple basketball clubs across Europe.
Member of the Women's National Team
Estonian Basketball FederationMember of the Women's National Team
Aug. 2004 - Aug. 2014EstoniaMember and official representative of the Estonian women's national basketball team. Took part in qualification tournaments for the European Championship across Europe.
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