Kristina Papakule - Head of Account Management, Payler

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Work Background

ECOMMPAYBusiness Support Team Lead

Jan. 2022 - Jan. 2023Riga, LatviaThe main goal of the position is to create a new approach to the company's customer service, which included creating a new team for fast, partly automatic, and effective customer service. Building and adjusting all business processes within the company for efficient and successful communication between the team, divisions, and regional offices, also developing a technical product that is aimed at accepting and processing customer requests.

ECOMMPAYAccount Management Team Lead

Jan. 2020 - Jan. 2022LatviaThe primary responsibilities were concentrated around Account Management team building, developing, supporting and problem-solving. Since the team contained Managers of different levels, the main duties included: -Account Management processes supporting - Necessary skill set development within the team - Setting and tracking KPIs performances - Hiring of new team members - Business processes development between the Account Manager Team and other departments and teams of the company - Generating monthly and quarterly reports on the team performance and clients' success levels, discussing the results with the Upper Management

ECOMMPAYSenior Key Account Manager

Nov. 2018 - Dec. 2019RigaSenior Account Manager position was mainly focused on both Account Management of VIP clients to resolve issues and inquiries, and Account Management team supervision which implied : - Preparing and sharing client case studies that demonstrated successful performance of payment services - Demonstrating industry knowledge and sharing information with the account team and the clients - Creating and executing development plans and ensuring clients are continuously working toward key milestones - Taking part in Product Development projects to provide relevant competence in creation of internal technical products - Cultivating and maintaining strong business relationships with existing accounts.

SOK IT SolutionsHead of Support Service Division

Dec. 2015 - Nov. 2016Riga- Investigate and resolve clients' complaints and queries. - Provide technical and professional guidance for team members. - International conference attendance, troubleshooting, and meetings with the clients during the events. - Prepare all necessary documentation for conferences and meetings. - Take responsibility for overall operations of the Support Services division. - Lead the training and development of new team members. - Closely cooperate and exchange the latest updates with other departments of the company. - Coordinate work of the division i.e. disciplining employees, monitoring operational work, and conducting performance reviews.

SOK IT SolutionsSupport Service Team Leader

Jun. 2015 - Dec. 2015Riga- Coach and provide support to the team. - Allocate responsibilities to members of the team. - To monitor the operations and answers processed by Support Team members. - Communicate directly with the Head of Department to ensure feedback on team performance. - Communicate with other evening and day shift Team Leaders on the latest updates in the teams' work. - Respond to customers' needs and concerns by e-mail or telephone. ⁃ Redirect the information on account balances and transactions to Financial Department.

SOK IT SolutionsSupport Service Representative

Jul. 2013 - Jun. 2015Riga⁃ Respond to customers' needs and concerns by e-mail or telephone. ⁃ Take orders, determine charges, and oversee billing or payments. ⁃ Review and apply necessary changes to customers' accounts. ⁃ Handle returns or complaints. ⁃ Record details of customer contacts. ⁃ Check incoming payment documents and enter the data into the system. ⁃ Verify customers’ identity in the system.

Brahma GroupPublic Relations Manager

Apr. 2013 - Jul. 2013Latvia⁃ Plan, develop and implement PR strategies. ⁃ Prepare and publish newsletters and other company literature. ⁃ Research, write and distribute press releases to targeted media. ⁃ Write and edit in-house magazines, case studies, speeches, articles and annual reports. ⁃ Maintain and update information on the organization’s website.

Brahma GroupAssistant Marketing Manager

Nov. 2012 - Apr. 2013Latvia⁃ Assist with promotional activities. ⁃ Analyse questionnaires. ⁃ Write articles and promotional material for the company in Russian and English languages. ⁃ Translate articles and promotional materials from Russian to English and vice versa. ⁃ Update and maintain the department's documentation and databases.

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