Experience

Majorel Estonia

• Estonia
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Customer Service Quality Manager

  • Sep 2022 - Present

  Led a team of 20 people to achieve performance metrics by understanding customer expectations and needs. Was responsible for monitoring and evaluating internal production processes.

• Team Lead Manager

  • Jan 2022 - Aug 2022

  - Working closely with the team, motivating and coaching them - Managing employee performance, including conducting performance evaluations and providing feedback to employees - Managing work schedules and overtime hours for the team, making sure that all shifts are covered - Conducting training sessions to help employees improve their skills and learn new processes - Reviewing incoming calls or chats to determine how best to respond to customer inquiries - Scheduling meetings to… Show more - Working closely with the team, motivating and coaching them - Managing employee performance, including conducting performance evaluations and providing feedback to employees - Managing work schedules and overtime hours for the team, making sure that all shifts are covered - Conducting training sessions to help employees improve their skills and learn new processes - Reviewing incoming calls or chats to determine how best to respond to customer inquiries - Scheduling meetings to discuss issues or concerns with customers or other departments within the company - Monitoring call center activity to identify opportunities for improvement or resolve problems in real time - Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved

• Customer Services Specialist

  • Apr 2021 - Dec 2021



Premier Restaurants Eesti OÜ

• Area Manager

  • Aug 2020 - Mar 2021

  - Scheduled crew members to ensure that all shifts are properly manned and that any staff shortages are addressed properly. - Handled the training and development of both new and existing crew members and support staff. - Set targets and goals for each employee, and assisted them in reaching these goals in a time-efficient manner. - Worked towards ensuring that standards of hygiene are maintained by staff members and advocate good sanitary practices. - Coordinated the work of staff… Show more - Scheduled crew members to ensure that all shifts are properly manned and that any staff shortages are addressed properly. - Handled the training and development of both new and existing crew members and support staff. - Set targets and goals for each employee, and assisted them in reaching these goals in a time-efficient manner. - Worked towards ensuring that standards of hygiene are maintained by staff members and advocate good sanitary practices. - Coordinated the work of staff members to ensure exceptional and timely food service delivery to customers. - Supervised the counter area to ensure that all customers are being handled appropriately, especially focusing on accuracy or orders. - Created and maintained effective relationships with food suppliers to ensure prompt and accurate delivery of supplies. - Addressed customers’ complaints to ensure their satisfaction. - Ensured cleanliness and sanitation of all restaurant areas, including kitchens, dining areas, and order counters. Show less - Scheduled crew members to ensure that all shifts are properly manned and that any staff shortages are addressed properly. - Handled the training and development of both new and existing crew members and support staff. - Set targets and goals for each employee, and assisted them in reaching these goals in a time-efficient manner. - Worked towards ensuring that standards of hygiene are maintained by staff members and advocate good sanitary practices. - Coordinated the work of staff… Show more - Scheduled crew members to ensure that all shifts are properly manned and that any staff shortages are addressed properly. - Handled the training and development of both new and existing crew members and support staff. - Set targets and goals for each employee, and assisted them in reaching these goals in a time-efficient manner. - Worked towards ensuring that standards of hygiene are maintained by staff members and advocate good sanitary practices. - Coordinated the work of staff members to ensure exceptional and timely food service delivery to customers. - Supervised the counter area to ensure that all customers are being handled appropriately, especially focusing on accuracy or orders. - Created and maintained effective relationships with food suppliers to ensure prompt and accurate delivery of supplies. - Addressed customers’ complaints to ensure their satisfaction. - Ensured cleanliness and sanitation of all restaurant areas, including kitchens, dining areas, and order counters. Show less

• Crew Trainer

  • Jan 2019 - Jul 2019

  - Maintained high standards of food quality by reviewing shipments, overseeing preparation and monitoring food safety - Instructed and motivated crew, served customers and monitored employee performance - Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction - Maintained compliance with company policies and procedures for food safety, sanitation and quality - Maintained high standards of food quality by reviewing shipments, overseeing preparation and monitoring food safety - Instructed and motivated crew, served customers and monitored employee performance - Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction - Maintained compliance with company policies and procedures for food safety, sanitation and quality