Experience

Lidl Eesti

• Estonia
• Retail
• 100 - 200 Employee

• Piirkonnajuht (District Manager)

  • Feb 2021 - Present



Lidl in Germany

• Germany
• Retail
• 700 & Above Employee

• District Manager in Training

  • Jul 2018 - Feb 2021

  Managing a district of 5-6 Lidl shops, working towards meeting the turnover, productivity, inventory, and staff costs targets whilst actively resolving short- and long-term issues. Ensuring that every shop is operating within the current guidelines and concepts. Reporting directly into the Regional District Centre. Responsibilities also include CV reviews, interviews, hiring/termination of the contract decision making, leading feedback conversations, coaching, and in all other ways… Show more Managing a district of 5-6 Lidl shops, working towards meeting the turnover, productivity, inventory, and staff costs targets whilst actively resolving short- and long-term issues. Ensuring that every shop is operating within the current guidelines and concepts. Reporting directly into the Regional District Centre. Responsibilities also include CV reviews, interviews, hiring/termination of the contract decision making, leading feedback conversations, coaching, and in all other ways carrying responsibility and being a contact person for over 120 employees. Show less Managing a district of 5-6 Lidl shops, working towards meeting the turnover, productivity, inventory, and staff costs targets whilst actively resolving short- and long-term issues. Ensuring that every shop is operating within the current guidelines and concepts. Reporting directly into the Regional District Centre. Responsibilities also include CV reviews, interviews, hiring/termination of the contract decision making, leading feedback conversations, coaching, and in all other ways… Show more Managing a district of 5-6 Lidl shops, working towards meeting the turnover, productivity, inventory, and staff costs targets whilst actively resolving short- and long-term issues. Ensuring that every shop is operating within the current guidelines and concepts. Reporting directly into the Regional District Centre. Responsibilities also include CV reviews, interviews, hiring/termination of the contract decision making, leading feedback conversations, coaching, and in all other ways carrying responsibility and being a contact person for over 120 employees. Show less



Cpl

• Ireland
• Staffing and Recruiting
• 700 & Above Employee

• Microsoft Accounts and Billing Tier 3 Team Lead

  • Nov 2015 - Jun 2018

  • Represent the Accounts & Billing Tier 3 Dublin team in all related meetings. • Encourage and assist in motivating team to ensure SLA targets are continually met. • Act as the first point of contact for any process/policy/workflow related questions. • Identify work flow/process improvements to enhance the teams efficiency. • Lead by example through adherence to deadlines, positively influencing team through “can do” attitude. • Provide mentorship and onboarding to all new… Show more • Represent the Accounts & Billing Tier 3 Dublin team in all related meetings. • Encourage and assist in motivating team to ensure SLA targets are continually met. • Act as the first point of contact for any process/policy/workflow related questions. • Identify work flow/process improvements to enhance the teams efficiency. • Lead by example through adherence to deadlines, positively influencing team through “can do” attitude. • Provide mentorship and onboarding to all new hires including ongoing support and guidance. • Complete regular quality reviews and provide quality review feedback to team and escalate to Cpl where appropriate for performance management discussions. • Identify and raise any team issues and concerns to Cpl management in a timely manner.

• Microsoft Billing and Accounts Tier 3 (Office 365)

  • Oct 2014 - Nov 2015

  • Provide third level (last point of contact) support to Microsoft Office 365 customers in a busy B2C environment and assist them in resolving advanced issues utilizing Microsoft products and technologies via email or phone. • Demonstrate strong interpersonal and communication skills, while working with varying audiences from technical engineers, developers and tool architects, as well as executive-level management. • Manage critical situations that may involve challenging issues… Show more • Provide third level (last point of contact) support to Microsoft Office 365 customers in a busy B2C environment and assist them in resolving advanced issues utilizing Microsoft products and technologies via email or phone. • Demonstrate strong interpersonal and communication skills, while working with varying audiences from technical engineers, developers and tool architects, as well as executive-level management. • Manage critical situations that may involve challenging issues, out-of-the-box decision making, diverse audiences and potentially externally visible issues. • Take part in daily meetings, process improvement discussions, and contribute to proactive knowledge transfer via internal tools. • Display the ability to meet the CSAT targets and SLAs set by Microsoft. • Develop and share ideas on the overall process and support quality improvement.



Arvato CRM Solutions

• United Kingdom
• Outsourcing and Offshoring Consulting
• 300 - 400 Employee

• Russian Customer Support Representative (Google AdWords)

  • Jan 2014 - Aug 2014

  • Demonstrate ability to quickly and effectively resolve billing, payment, and technical queries via phone, email, and chat. • Fast paced work in a B2B environment. • Ability to utilize time-management skills to efficiently fulfill daily tasks. • Work with a wide variety of people in a multilingual environment. • Demonstrate positive approach and excellent communication skills, both oral and written in both English and Russian languages. • Show ability to work as part of a… Show more • Demonstrate ability to quickly and effectively resolve billing, payment, and technical queries via phone, email, and chat. • Fast paced work in a B2B environment. • Ability to utilize time-management skills to efficiently fulfill daily tasks. • Work with a wide variety of people in a multilingual environment. • Demonstrate positive approach and excellent communication skills, both oral and written in both English and Russian languages. • Show ability to work as part of a team as well as unsupervised. • Very customer service focused, able to deal with customers in a friendly and polite manner. • Show robust multitasking skills • Involve in constant product knowledge improvement via internal training tools and tests. Show less • Demonstrate ability to quickly and effectively resolve billing, payment, and technical queries via phone, email, and chat. • Fast paced work in a B2B environment. • Ability to utilize time-management skills to efficiently fulfill daily tasks. • Work with a wide variety of people in a multilingual environment. • Demonstrate positive approach and excellent communication skills, both oral and written in both English and Russian languages. • Show ability to work as part of a… Show more • Demonstrate ability to quickly and effectively resolve billing, payment, and technical queries via phone, email, and chat. • Fast paced work in a B2B environment. • Ability to utilize time-management skills to efficiently fulfill daily tasks. • Work with a wide variety of people in a multilingual environment. • Demonstrate positive approach and excellent communication skills, both oral and written in both English and Russian languages. • Show ability to work as part of a team as well as unsupervised. • Very customer service focused, able to deal with customers in a friendly and polite manner. • Show robust multitasking skills • Involve in constant product knowledge improvement via internal training tools and tests. Show less



Genius Sports

• United Kingdom
• Software Development
• 700 & Above Employee

• First Line Support Representative

  • Apr 2012 - Jan 2014

  Providing First Line B2B Support for major world online bookmakers such as Skybet, Betboo, Youwin, Ladbrokes, Betfred, Betsson, and many others. Rapid response to critical situations, prompt understanding of the issue, Providing prompt resolution or escalation to the relevant department. Fulfilling ~10 minor daily tasks which ensure smooth performance of the whole betting business for our clients. Providing First Line B2B Support for major world online bookmakers such as Skybet, Betboo, Youwin, Ladbrokes, Betfred, Betsson, and many others. Rapid response to critical situations, prompt understanding of the issue, Providing prompt resolution or escalation to the relevant department. Fulfilling ~10 minor daily tasks which ensure smooth performance of the whole betting business for our clients.



Arvato Tallinn

• Tallinn

• English Customer Support Representative (Xbox Live, Billing, Hardware)

  • Nov 2008 - Apr 2012

  Nov 2008 - Oct 2010 Microsoft Xbox Project Tier 1 Agent support representative. The role involves: handling inbound calls, providing world class support, use of soft skills, dealing with stressful situations, delivering hard messages, escalating issues to higher levels, achieving and maintaining good results. Was awarded The Tier 1 agent of the month in January 2009. Oct 2010 – July 2011 Microsoft Xbox Project Tier 2 (Escalation’s Team Supervisor/Helpdesk Agent)… Show more Nov 2008 - Oct 2010 Microsoft Xbox Project Tier 1 Agent support representative. The role involves: handling inbound calls, providing world class support, use of soft skills, dealing with stressful situations, delivering hard messages, escalating issues to higher levels, achieving and maintaining good results. Was awarded The Tier 1 agent of the month in January 2009. Oct 2010 – July 2011 Microsoft Xbox Project Tier 2 (Escalation’s Team Supervisor/Helpdesk Agent) The role involves: dealing with both inbound and outbound calls, providing world class support, dealing with irate customers, dealing with complicated issues, which are escalated by Tier 1 Agents, being a member of the Helpdesk team helping T1 with product/process related questions, trying to achieve the targets set by the client. Was awarded the Tier 2 of the month in February 2011 and May 2011. August 2011 – April 2012 Microsoft Xbox Project Tier 2 Point of Contact (POC) team. The role involves: Being the last point of contact within a phone call to address customer’s complaints, arranging and checking the validity of escalations made to Microsoft, granting permission for exceptions or gestures of goodwill, sharing knowledge with Helpdesk agents, pointing out other agent’s mistakes, conference calls with the client (Microsoft), delivering the updates to the quality team, and many more, occasional coaching sessions with Tier 1 agents to check their knowledge and share new information. Show less Nov 2008 - Oct 2010 Microsoft Xbox Project Tier 1 Agent support representative. The role involves: handling inbound calls, providing world class support, use of soft skills, dealing with stressful situations, delivering hard messages, escalating issues to higher levels, achieving and maintaining good results. Was awarded The Tier 1 agent of the month in January 2009. Oct 2010 – July 2011 Microsoft Xbox Project Tier 2 (Escalation’s Team Supervisor/Helpdesk Agent)… Show more Nov 2008 - Oct 2010 Microsoft Xbox Project Tier 1 Agent support representative. The role involves: handling inbound calls, providing world class support, use of soft skills, dealing with stressful situations, delivering hard messages, escalating issues to higher levels, achieving and maintaining good results. Was awarded The Tier 1 agent of the month in January 2009. Oct 2010 – July 2011 Microsoft Xbox Project Tier 2 (Escalation’s Team Supervisor/Helpdesk Agent) The role involves: dealing with both inbound and outbound calls, providing world class support, dealing with irate customers, dealing with complicated issues, which are escalated by Tier 1 Agents, being a member of the Helpdesk team helping T1 with product/process related questions, trying to achieve the targets set by the client. Was awarded the Tier 2 of the month in February 2011 and May 2011. August 2011 – April 2012 Microsoft Xbox Project Tier 2 Point of Contact (POC) team. The role involves: Being the last point of contact within a phone call to address customer’s complaints, arranging and checking the validity of escalations made to Microsoft, granting permission for exceptions or gestures of goodwill, sharing knowledge with Helpdesk agents, pointing out other agent’s mistakes, conference calls with the client (Microsoft), delivering the updates to the quality team, and many more, occasional coaching sessions with Tier 1 agents to check their knowledge and share new information. Show less