Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Mantas Latanauskas

Vilnius

Summary

Dynamic Customer Support Operations Agent with expertise in team leadership and conflict resolution. Proven ability to manage Tier 1 support agents and lead process improvements that enhance service standards and operational efficiency.

Overview

2
2
years of professional experience

Work History

Customer Support Operations Agent

Bolt
Vilnius
03.2024 - Current
  • Manage outsourced Tier 1 support agents, including workflow creation, daily guidance, and escalation handling.
  • Work in Tier 2 support, resolving high-priority, sensitive, and complex cases without established processes.
  • Handle Authority Data Requests (ADR), responding to law enforcement, consumer protection bodies, and tax authorities in line with legal requirements.
  • Conduct quality assurance reviews for BPO partners to maintain service standards and performance.
  • Act as Subject Matter Expert for the ride-hailing market in Lithuania and serve as primary point of contact for operational matters.
  • Lead process improvement initiatives to optimize KPIs, including building centralized training and documentation libraries.
  • Support recruitment by participating in candidate interviews and owning high-risk or reputational cases.
  • Perform analytical deep dives to identify trends, root causes, and emerging operational issues.

Customer Support Agent

Shift4
Vilnius
07.2023 - 03.2024
  • Provided customer support in a high-volume call center environment, handling billing inquiries, payment issues, and basic technical support.

Education

Bachelor Degree - Transport Logistics

Vilnius College (VIKO)
Vilnius
07-2027

High School Diploma -

Lieporiai High School
Šiauliai
07-2023

Skills

  • Customer service
  • Data analysis
  • Process improvement
  • Project management
  • Team leadership
  • Conflict resolution

Languages

Lithuanian
Native
Native
English
Advanced (C1)
C1

Timeline

Customer Support Operations Agent

Bolt
03.2024 - Current

Customer Support Agent

Shift4
07.2023 - 03.2024

Bachelor Degree - Transport Logistics

Vilnius College (VIKO)

High School Diploma -

Lieporiai High School

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Mantas Latanauskas