Experience

IPF Digital

• Estonia
• Financial Services
• 200 - 300 Employee

• System and Process Lead

  • May 2023 - Present

• Training & Quality Lead

  • Apr 2022 - Present

  Create tutorials and training materials about company processes. Responsible for the training of new employees.Provide feedback to customer care consultants through monthly quality checks, shadowing sessions and one on one feedbacks. On a daily basis support colleagues (answering their questions, listening to their concerns and focus on teaching where necessary). Assist the Back Office Customer care manager with team coordination.

• Customer Care Supervisor

  • Oct 2021 - Jun 2022

• Customer Care Consultant

  • Sep 2019 - Sep 2021



Sutherland

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Consultant - Quality Coach

  • Apr 2018 - Sep 2019

  Job summary: Provides customer support and has high level of expertise in Customer Service;Responsible for process improvement, training and coaching, content creation, process quality and analysis;Supports the implementation activities, as required.

• Travel Consultant

  • Jul 2017 - Apr 2018

  Focus: Capture all possible sales opportunitiesDeliver professional and accurate customer service according to SGS Group Standards Functional Responsibilities: Telephone sales and assistance;Email sales and assistance;Internet Support; Back-up for other departments upon Manager's request Advise Travel Agencies regarding interpretation for fares and rules/regulations;Assist Travel Agencies with Product Support;Report system errors of fares and in reservations system to Team Manager;Support problem solving and assist regarding fares and reservations; Show less



Baltic Restaurants Estonia AS

• Estonia
• Restaurants
• 1 - 100 Employee

• Customer Service Representative

  • Jun 2017 - Oct 2017

  Job Summary: Customer service; food service; responsibility for goods and display; service of special orders if necessary; work at the cash desk and responsibility for this right; maintenance of the workplace and work equipment. Job Summary: Customer service; food service; responsibility for goods and display; service of special orders if necessary; work at the cash desk and responsibility for this right; maintenance of the workplace and work equipment.



Kaitseväe Võru Lahingukool / Estonian Combat School

• Estonia
• Education Administration Programs

• Soldier

  • Oct 2016 - Jun 2017

  Government Mandatory military service in Kuperjanovi infantry battalion Government Mandatory military service in Kuperjanovi infantry battalion



Circle K

• Retail
• 700 & Above Employee

• Customer Service Representative

  • Dec 2014 - Aug 2016

  Job Summary: Customer service; food service; responsibility for goods and display; service of special orders if necessary; work at the cash desk and responsibility for this right; maintenance of the workplace and work equipment. Job Summary: Customer service; food service; responsibility for goods and display; service of special orders if necessary; work at the cash desk and responsibility for this right; maintenance of the workplace and work equipment.