Experience

Bill.me

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Product Owner

  • Jan 2022 - Present

  Managing a SaaS product both on mobileapp and web consists of: - Gathering and prioritizing ideas from users and teams and maintaining a backlog. - Implementing a data driven approach to deciding which features to include in the sprint. - Tight collaboration with design and marketing to make sure the right things get built. - Monitoring metrics, introducing North star metrics and quarterly reviews of the product progress. - Interpreting business necessities, priorities and… Show more Managing a SaaS product both on mobileapp and web consists of: - Gathering and prioritizing ideas from users and teams and maintaining a backlog. - Implementing a data driven approach to deciding which features to include in the sprint. - Tight collaboration with design and marketing to make sure the right things get built. - Monitoring metrics, introducing North star metrics and quarterly reviews of the product progress. - Interpreting business necessities, priorities and goals and communicating requirements and providing domain knowledge to Development Team. - And of course participating in daily stand-ups, planning meetings, internal demos and retrospectives.

• Head Of Customer Support

  • Feb 2020 - Jan 2022

  Latvia - Managing both First line Support and Technical support teams, providing adequate solutions via phone or email. - Creating and delivering continual improvements to customer experiences. - Hiring and mentoring members of the Customer Support team. - Creating and maintains Help articles and FAQs. - Determining ticket volume surge and leading support readiness for existing and predicted challenges. - Introducing and setting CS KPI, including but not limiting to First Response Time,… Show more - Managing both First line Support and Technical support teams, providing adequate solutions via phone or email. - Creating and delivering continual improvements to customer experiences. - Hiring and mentoring members of the Customer Support team. - Creating and maintains Help articles and FAQs. - Determining ticket volume surge and leading support readiness for existing and predicted challenges. - Introducing and setting CS KPI, including but not limiting to First Response Time, Total Tickets and Tickets Per Customer, First Contact Resolution, Top Topics, Average Resolution Time and CSAT. - Contributing to peer success through collaboration, creativity and giving critical constructive feedback. - Identifying problems and opportunities, initiating, owning and contributing to solutions. - Leading initiatives to reduce the need for customer support.



VIALET

• Latvia
• Financial Services
• 1 - 100 Employee

• Information Technology Project Manager

  • Jul 2019 - Dec 2019

  Vilnius Providing administrative support for the CTO and the Development team, by proactively managing tasks and sprints; thinking ahead of what items need to be done and how to ensure the smooth operation of the app. Defining project schedules, monitoring progress, testing build versions and coming up with fun release notes. Making sure project and development teams are clear on objectives and that the company's goals are sound. Helping the development team with the design and implementation of… Show more Providing administrative support for the CTO and the Development team, by proactively managing tasks and sprints; thinking ahead of what items need to be done and how to ensure the smooth operation of the app. Defining project schedules, monitoring progress, testing build versions and coming up with fun release notes. Making sure project and development teams are clear on objectives and that the company's goals are sound. Helping the development team with the design and implementation of the tasks Leading process of issue identification and resolution all with all other department representatives.

• Head Of Customer Support

  • Jan 2019 - Dec 2019

  Vilnius Developing new Customer Service procedures, guides and Help (FAQ) articles. Ensuring business goals dependant on customer journey are met. Interviewing and recruiting team members. Training and supervising a small CS team. Handling meetings and self-improvement workshops. Managing Customer feedback and prioritizing customer requests. Escalating issues to Development team. Handling complaints. Analyzing incoming messages and patterns and improving Help articles and communication, based… Show more Developing new Customer Service procedures, guides and Help (FAQ) articles. Ensuring business goals dependant on customer journey are met. Interviewing and recruiting team members. Training and supervising a small CS team. Handling meetings and self-improvement workshops. Managing Customer feedback and prioritizing customer requests. Escalating issues to Development team. Handling complaints. Analyzing incoming messages and patterns and improving Help articles and communication, based on the results. Working with Compliance and AML teams. Representing Customer interests in Product meetings.

• Customer Advisor

  • Oct 2018 - Jul 2019

  Vilnius



Bolt

• Estonia
• Software Development
• 700 & Above Employee

• Customer Support Specialist

  • Jun 2017 - Oct 2018

  Latvia Providing quality customer support in a fast-growing company that is changing the industry. 1st and 2nd line of Support. Team member training.



Swaper

• Estonia
• Financial Services
• 1 - 100 Employee

• Customer Care Specialist

  • Oct 2016 - Mar 2017

  1st and 2nd line support: call centre, emails and chat; user transaction handling and report processing; QA support. Communication with active investors. Bug report processing and fixes testing before releases. Investor data processinng and handling in the BackOffice. Preparation of internal reports.



Scada

• Latvia
• Design Services
• 1 - 100 Employee

• Project Manager

  • Oct 2015 - Aug 2016

  Awwwards laureate website project management. Job responsiblities included: high-level and UX website testing, SEO optimisation, client oriented communication, development team leading.



Rostest Latvia

• Project Coordinator

  • Nov 2014 - Oct 2015

  client oriented communication, smm planning, project management, website development planning and executing



PARS Advert

• Project Assistant

  • May 2014 - Sep 2014

  copy-writing, SMM, project assisting at any stage



SIA N.A.T.A. Group

• Project manager

  • Jul 2013 - Sep 2013

  New Advertising Technologies Agency aka Alfa Media Group



SIA Templis

• Project manager

  • Dec 2012 - Jun 2013

  Project management in all stages of planning and organization, event planning, creation of promotional materials, media channel selection



Mikado Sushi Metrowest

• United States
• Restaurants
• 1 - 100 Employee

• Senior Manager

  • Jul 2011 - Nov 2012

  Shift scheduling, monthly reports, CRM, HR