Jovita Kasiulionytė

• Process over 1,000 invoices monthly using SAP
• Communicate with international vendors to resolve invoice and payment discrepancies in English and Danish languages
• Ensure timely, accurate payment processing and support month-end and year-end closings
• Assist with internal audits and compliance documentation
• Trained and onboarded new team members on Accounts Payable (AP) procedures, ensuring seamless integration and adherence to internal controls.
• Developed training materials and provided hands-on guidance to new hires, boosting team efficiency and reducing errors during AP processing. Acted as a go-to resource for AP queries, supporting team development and knowledge sharing.
• Serve as Values Ambassador for Nordzucker Business Services, representing 40 colleagues and fostering company culture through events and communication initiatives.
• Chairwoman of the Work Council, actively representing employee voices and contributing to workplace improvements and employee well-being initiatives.

• In this role, I provided comprehensive support by informing customers about available services, pricing, and purchase options. I accurately described service features, coordinated scheduling details including date, time, and location of service delivery, and communicated any order updates or changes proactively.
• I handled customer inquiries and requests over the phone, offering tailored advice and solutions based on an in-depth understanding of client needs. By actively listening and assessing priorities, I ensured the best product or service recommendations aligned with customer expectations.
• Technically proficient, I utilized systems such as Amadeus, Bono, Tidy, CSP, Right Now, MPGS, iMerchant, Ingenico, and SAP to manage transactions, process payments, and support refund operations efficiently.
• Trained and onboarded new colleagues in the Refund Department, covering company policies, system navigation, and standard operating procedures.
• Created knowledge resources and facilitated hands-on training sessions, ensuring team alignment with quality and compliance standards.
• Supported new employees during their transition period, providing guidance and coaching to build their confidence and independence.

• In this role, I managed all aspects of baggage services for Norwegian Airlines passengers from the American and Danish markets. Responsibilities included assisting customers with lost, delayed, or damaged baggage claims, coordinating timely baggage tracking and recovery, and providing clear communication regarding airline policies and procedures.
• I delivered exceptional customer service by addressing inquiries and resolving baggage-related issues efficiently and empathetically. Collaborating closely with airport staff, logistics teams, and external partners ensured smooth baggage handling and minimized passenger inconvenience.
• Throughout, I maintained detailed records and utilized airline systems to process claims and refunds, contributing to an overall positive travel experience for international customers.

As a Customer Service Specialist at Norwegian Airlines, I was responsible for delivering high-quality, empathetic, and solution-oriented customer support to both Danish and American passengers. My role focused on managing inquiries across various communication channels (phone, email, and chat), resolving issues related to flight bookings, disruptions, payments, and policies, while maintaining a strong understanding of local cultural nuances and regulatory requirements.

• Provided professional customer support to Danish and American customers in their native languages.
• Assisted passengers with flight reservations, schedule changes, cancellations, refunds, and re bookings.
• Handled baggage issues, including lost, delayed, or damaged baggage reports and follow-ups.
• Supported customers during flight disruptions, ensuring they received timely assistance in line with EU261 and DOT regulations.
• Educated customers on airline policies, travel documents, fare conditions, and COVID-19-related travel updates.
• Used internal systems (e.g., Amadeus, Zendesk, Salesforce) to document interactions and manage cases efficiently.
• Collaborated with other departments (e.g., airport ground staff, ticketing, loyalty program team) to resolve complex cases.
• Maintained high customer satisfaction scores by providing accurate, empathetic, and timely support.
• Monitored and followed up on open service cases, ensuring SLA compliance.
• Handled sensitive data responsibly in accordance with GDPR and airline privacy policies.
• Recognized for outstanding performance in handling high-stress situations and emergency flight re bookings.
• Successfully adapted communication style to meet cultural expectations of both Danish and American customers.