Summary
Overview
Work History
Skills
Accomplishments
Languages
Timeline
Generic

Dominykas Galkus

Summary

An Employee and Customer obsessed person who can adapt to different environments and organizational cultures. The best possible version of me could be found in a fast growing, large scale, diverse teams and/or projects. Wherever I go eventually I become that connecting link between business and people.

Overview

6
6
years of professional experience

Work History

Production Operations Manager

Revolut
08.2023 - Current
  • Leading a team of team leaders and 50+ customer support specialists.
  • Responsible for the quality of email communications channel for retail customers.
  • Leading process improvement initiatives to create standard procedures and escalation policies for the customer support team.
  • Analyzing customer data to identify trends and innovate on automation implementation to improve customer success experience.
  • Strategically planning team priorities, set goals for upcoming OKRs.

Customer Success Manager

Hostinger
03.2020 - 05.2023
    • Lead a remote team of up to 10 team leaders, each responsible for up to18 Customer Success specialists.
    • Responsible for training, QA and operational manager sub-teams in the Customer success department.
    • Monitored quality and efficiency metrics and implemented strategic changes to ensure Customer Satisfaction is above 93%, waiting time below 2 minutes and resolution time below 15 minutes.
    • Lead process improvement initiatives and problem-solving efforts to create standard procedures and escalation policy for the Customer Success team.
    • Conducted training and mentoring for the team leaders to ensure the highest standards in the Customer Success team.
    • Analyzed customer data to identify trends and innovate on automation implementation to improve customer success experience.
    • Strategically planned team priorities, set goals for upcoming OKRs.

Customer Success Team Leader

Hostinger
01.2019 - 03.2020
  • Led a team of up to18 Customer Success specialists
  • Exercised leadership capabilities by successfully motivating and inspiring team members.
  • Coached new team members on service techniques and provided feedback through quality assurance program.
  • Developed and followed department's OKR plan (quarterly) to deliver results.
  • Succeeded in keeping team Customer Satisfaction score above 93%.
  • Responsible for managing abuse/compliance team while leading a Customer Success squad.

Customer Success Specialist

Hostinger
04.2018 - 12.2018
  • Worked on up to 120 conversations on a live chat platform directly in contact with customers daily.
  • Took over compliance level cases from junior team members.
  • Guided junior team members in more difficult technical cases.
  • Made content for new specialist training material.

Skills

    Strategic Planning

    Team leadership

    Employee Engagement

    Coaching

    Data analytics

    Conflict Management

    Inter-department collaboration

    Business Insights

    Background in Web-hosting industry

Accomplishments

  • Supervised a remote team of over 100 staff members.
  • Reached and kept over 93% Customer Satisfaction score over multiple OKRs.
  • Increased team efficiency to over 6 conversations per hour by implementing more efficient workflow.
  • Implemented creative conversation management solutions to boost the quality and speed of the team.
  • Innovated on implementing automated solutions to boost the Customer Success experience

Languages

Lithuanian
English
Russian
Danish

Timeline

Production Operations Manager

Revolut
08.2023 - Current

Customer Success Manager

Hostinger
03.2020 - 05.2023

Customer Success Team Leader

Hostinger
01.2019 - 03.2020

Customer Success Specialist

Hostinger
04.2018 - 12.2018

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Dominykas Galkus