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Work Background
Customer Service Team Manager
Lidl EestiCustomer Service Team Manager
Aug. 2021Customer Care department rollout- localizing to the Estonian market, team hiring, and training. Project management - implementing new features (digital communication channels, new processes) Coordinating everyday workflow and teamwork. Daily cooperation with different departments.
Brewery tours and Bookings Manager
Põhjala Retail OÜBrewery tours and Bookings Manager
Jun. 2019 - Mar. 2020Tallinn, Harjumaa, EstoniaManaging on daily basis all incoming bookings and organizing brewery tours. Organizing brewery tours- improving the brewery tours' structure and optimizing the content. Training new tour guides. Generating and sending out offers according to clients' needs.
Shift Manager
Põhjala Retail OÜShift Manager
Dec. 2018 - Jun. 2021Tallinn, Harjumaa, EstoniaManaging Tap Rooms' daily workflow. Teaching and training new employees.
General Manager
Toome Köök OÜGeneral Manager
Feb. 2017 - Nov. 2018Tallinn, Harjumaa, EstoniaManaging daily operations of a new cafe- ordering goods, inventory, hiring and training new employees, creating a new menu, and daily offers. Organizing events based on clients' requests.
Shop Manager
Toome Köök OÜShop Manager
Mar. 2013 - Nov. 2018Tallinn, Harjumaa, EstoniaManaging daily operations of a beer boutique- searching and ordering new goods, inventory, sales, promotions, and keeping up with new trends in the beer world.
Waitress
India Gate OÜWaitress
Aug. 2011 - Jul. 2013Tallinn, Harjumaa, Estonia
Head Waitress
Restoran Wirulane OÜHead Waitress
Jun. 2009 - Jul. 2011Tallinn, Harjumaa, EstoniaManaging restaurants' daily workflow- ordering goods, monthly inventory, scheduling work, and training new employees. Organizing events according to clients' needs and wishes.
Call Center Operator
AS Ekspress HotlineCall Center Operator
Mar. 2006 - Jan. 2007Tallinn, Harjumaa, EstoniaOperating phone calls in Estonian first informational call center. Providing prompt information to clients' inquiries. Database-driven work (pre-google era).

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Customer Care Excellence
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Efficient Customer Interaction Services
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