Summary
Overview
Work history
Education
Skills
Timeline
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IEVA BITYTĖ

Summary

Experienced leader with a strong background in customer service excellence and leadership skills. Demonstrates exceptional, effective communication and strategic planning abilities, driving constant improvement and adaptability in dynamic environments. Proven expertise in project management, performance monitoring, and continuous improvement programs. Committed to leveraging skills for organisational growth and success.

Overview

4
4
years of professional experience

Work history

GERMANY INSIDE OPERATIONS SUPERVISOR

DEXCOM
VILNIUS, LITHUANIA
12.2023 - Current
  • Directly leading and developing high-performing Inside Operations team for German region.
  • Ensuring delivery of high-quality performance, driving achievement of KPIs, and adherence to operational standards.
  • Playing pivotal role in German market development projects to define strategies and achieve planned objectives.
  • Fostering strong collaboration with stakeholders to ensure effective communication and partnership for driving market results.
  • Implementing process improvements to enhance operational efficiency and optimize service delivery.
  • Managing recruitment planning and onboarding processes to build skilled team aligned with organizational goals.
  • Establishing and monitoring individual and team performance objectives, fostering culture of continuous improvement and problem-solving.
  • Participating in strategic planning and execution to support overall growth and success of site.

CUSTOMER SUCCESS TEAM LEAD

NORDVPN
VILNIUS, LITHUANIA
11.2021 - 11.2023
  • Managing and leading a multilingual department customer success team
  • Experienced in leading a team consisting of 30 FTEs to drive company proficiency, effectiveness, and success;
  • Analyzing data and KPI results to make informed decisions and ensure the set goals;
  • Establishing and maintaining effective internal procedures and projects;
  • Collaborating with NordVPN teams (Country Managers/Developers/Marketing/Legal/Risk and others teams) to develop top-notch service for our customers;
  • Reporting and managing internal infra/tech/legal/risk errors;
  • Motivating and inspiring team members to perform exceptionally, as well as helping with future careers
  • Ability to work with Zendesk / Jira / Looker / Genesys / Klaus / Notion tools;
  • Improved team productivity by implementing efficient workflow strategies.

CUSTOMER SUCCESS MANAGER (GERMAN)

TESONET
VILNIUS
08.2020 - 11.2021
  • Ensured customer satisfaction and retention by providing responsive technical support in German and English languages;
  • Assisted with troubleshooting software;
  • Filed reports, gathered information, and performed research for improving our service

Education

Bachelor - German Philology

Vilnius University
09.2017 - 7 2021

Minor Studies - French language and culture

Vilnius University
09/2018 - 07/2021

Skills

  • Customer Service Excellence
  • Leadership skills
  • Affective communication
  • Strategic Planning
  • Constant Improvement
  • Adaptability
  • Project Management
  • Performance monitoring
  • Continuous Improvement programmes

Timeline

GERMANY INSIDE OPERATIONS SUPERVISOR

DEXCOM
12.2023 - Current

CUSTOMER SUCCESS TEAM LEAD

NORDVPN
11.2021 - 11.2023

CUSTOMER SUCCESS MANAGER (GERMAN)

TESONET
08.2020 - 11.2021

Bachelor - German Philology

Vilnius University
09.2017 - 7 2021

Minor Studies - French language and culture

Vilnius University
09/2018 - 07/2021

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IEVA BITYTĖ