Eglė Kišūnienė

Lead the international B2B Customer Care department taking care of Customers from 28 European countries, overseeing daily operations to ensure exceptional service quality and customer satisfaction.
• Drive partnership onboarding and process development, enhancing client relationships and operational efficiency.
• Implement performance and traffic management strategies to optimize customer interactions and streamline workflows.
• Develop and enforce quality assurance standards, ensuring consistent, high-quality service delivery.
• Manage large-scale process and project initiatives, including call center tools development and implementation.
• Conduct customer satisfaction analysis (NPS methodology) and execute improvement plans based on data-driven insights.
• Oversee budgeting and resource planning to align customer care operations with corporate goals.
• Champion leadership development, fostering a culture of motivation, collaboration, and continuous improvement.
• Spearhead organizational change initiatives, including new partnership onboarding, remuneration policy updates, and customer migration projects.
• Design and implement self-service portals and customer support automation to reduce response times and improve user experience.

Managed three call centers across the Baltics, driving operational excellence and customer satisfaction.
• Developed and executed proactive customer service strategies, enhancing the overall customer experience and loyalty.
• Oversaw campaign management, integrating targeted customer communication with service delivery to boost engagement and sales results
• Established and enforced quality assurance frameworks, ensuring consistent service standards across regions.
• Managed departmental budgeting, aligning financial planning with corporate performance targets.
• Led the implementation of Omni-channel customer support, optimizing communication across digital and traditional channels.
• Guided significant CRM upgrades and remuneration policy changes, improving service efficiency and employee motivation.
• Conducted performance analysis to identify areas for improvement, driving continuous process optimization.
• Coordinated cross-functional teams to align customer service strategies with broader organizational goals.
• Fostered a customer-centric culture, empowering teams to deliver exceptional service and support.

Led a cross-functional team across seven branches and a centralized call center, ensuring high-quality customer support and operational efficiency.
• Developed and refined customer service processes, aligning operational practices with business goals.
• Managed recruitment and training programs, building a skilled, customer-focused support team.
• Oversaw performance management, implementing key metrics to monitor and improve service quality.
• Drove sales through customer interactions, creating a service-driven sales culture that enhanced customer loyalty.
• Established quality assurance protocols, ensuring consistent, high-quality service across all branches.
• Conducted employee training and development, fostering a culture of continuous improvement and professional growth.
• Collaborated with senior leadership to align customer service strategies with organizational objectives.
• Led initiatives to improve customer satisfaction, retention, and overall service efficiency.

Managed continuous quality assurance programs, establishing high standards for customer interactions and service delivery.
• Developed and implemented methodologies for customer feedback analysis, transforming insights into actionable improvements.
• Oversaw complaint resolution processes, ensuring timely and effective responses to customer concerns.
• Coordinated cross-functional initiatives to optimize customer experience and drive loyalty.
• Designed and implemented training programs to enhance customer service skills and consistency.
• Provided strategic guidance to teams, fostering a culture of quality and continuous improvement.
• Supported the development of innovative service platforms, enhancing customer satisfaction and operational efficiency.

Delivered exceptional inbound and outbound customer support, maintaining high customer satisfaction scores.
• Managed a wide range of customer inquiries, including technical support, billing, and service activation.
• Identified and acted on sales opportunities during customer interactions.
• Contributed to team performance by achieving individual and collective service targets.
• Maintained accurate customer records, ensuring seamless service delivery.