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)
Vilnius07-2027
High School Diploma -
Lieporiai High School
Šiauliai07-2023
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