Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Natalija Jonušienė

Summary

Results-driven manager with forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and managing profitable operations. Accomplished manager well-versed in assessing risk, developing solutions and implementing positive changes to achieve sustainability and growth in challenging market conditions. Adept at building and strengthening business and customer relationships. Pragmatic professional with solid experience in leadership roles. Adept at implementing strategic business plans, driving growth and improving operations. Skilled in financial management and stakeholder relations. Collaborative and dedicated to building and leading talented and motivated individuals.

Overview

15
15
years of professional experience

Work History

CEO, COO

DocLogix
01.2018 - 01.2023
  • Designed and implemented innovative business management strategies that drove growth and profitability
  • Established policies and procedures that fostered a strong company culture and aligned with the company's vision
  • Coached and guided senior managers to improve employee job satisfaction and achieve higher performance levels.
  • Led successful expansion activities, including investments, acquisitions, and corporate alliances
  • Developed key operational initiatives to drive and maintain substantial business growth.
  • Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
  • Identified new revenue generation opportunities to maximize bottom-line profitability.
  • Reviewed individual department performance and worked with leadership to improve processes, procedures, and practices.
  • Established foundational processes for business operations.
  • Negotiated with suppliers and delivery workers and ordered materials according to forecasted customer demand.
  • Analyzed and tracked business metrics and made appropriate adjustments to meet supply and demand needs.
  • Managed financial, operational and human resources to optimize business performance.
  • Monitored key business risks and established risk management procedures.
  • Represented organization at industry conferences and events.
  • Formulated and executed strategic initiatives to improve product offerings.
  • Communicated business performance, forecasts and strategies to investors and shareholders.
  • Maintained P&L and shouldered corporate fiscal responsibility.
  • Directed technological improvements, reducing waste and business bottlenecks.

Regional Service Management Lead

DXC Technology
01.2015 - 01.2018
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Cross-trained and provided backup support for organizational leadership.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.

Global Knowledge

DXC Technology
01.2014 - 01.2015
  • Contributed to builds and deployment of products, tools and data that account for varied client context.
  • Supported policy generation by framing and interpreting internal business data.
  • Maintained understanding of research methodology and practices for conducting analysis.
  • Worked with stakeholders to lend insight regarding custom knowledge assets and advisory services.
  • Analyzed large datasets to identify trends and patterns in customer behaviors.
  • Improved data collection methods by designing surveys, polls and other instruments.

Experience Service Lead

DXC Technology
01.2013 - 01.2014
  • Manage effectively across multiple accounts and Service Management disciplines within the region
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.

Senior Team Lead

DXC Technology
01.2010 - 01.2013
  • Leading the team of 30 people - Manage day-to-day Service Point Support Operations ensuring quality
  • Monitor SLA's in place with internal/external parties – report any breaches
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Generated reports detailing findings and recommendations.
  • Created and managed project plans, timelines and budgets.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.


Service Request Coordinator

DXC Technology
01.2008 - 01.2010
  • Coordinated incoming service requests: checked viability, updated, planned, followed up
  • Entered data, generated reports, and produced tracking documents.
  • Gathered and organized materials to support operations.
  • Coached employees through day-to-day work and complex problems.
  • Used job-related software to draft and finalize written correspondence and documentation.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Kept high average of performance evaluations.

Education

MBA - Business Administration And Management

Baltic Management Institute
Vilnius, Lithuania
06.2023

Master of Science - International Business Management

VYTAUTAS MAGNUS UNIVERSITY
Kaunas, Lithuania
06.2023

Executive Education - Innovation & Digital Transformation

Baltic Management Institute
Vilnius, Lithuania
05.2020

Executive Education - Impactful Leadership & Corporate

Baltic Management Institute
Vilnius, Lithuania
2019

Bachelor of Science - Mathematical Informatics

Vilnius Pedagogical University
Vilnius, Lithuania
05.2008

Skills

  • Stakeholder Relations
  • Strategic Planning
  • Business Planning
  • Consulting
  • Organizational Management
  • Cash Management
  • Risk Management
  • Mergers & Acquisitions
  • Business Development
  • Executive Leadership
  • Market Strategies
  • Negotiation

Accomplishments

  • Launched a new company strategy that resulted in a 35% reduction in annual costs
  • Implemented a new pricing strategy that increased EBITDA by over 45% in just 1.5 years
  • Supervised team of 30-100 staff members.
  • ITIL Service Operation, 2017 certification
  • ITIL Service Transition, 2017certification
  • ITIL v3 Foundation, 2016 certification
  • 7 Habits of Highly Effective People, 2016 training
  • Neuro Linguistic Programming (NLP), 2015 training
  • Coaching- best practices, 2015 training
  • Emotional Intelligence (EQ), 2014 training
  • Public Speaking, 2014 training
  • Cross cultural awareness, 2014 training
  • Norwegian language, 2013 curses
  • Values-based leadership, 2013 training
  • Crucial conversations, 2013 training
  • Communication in the multicultural organization, 2012 training

Timeline

CEO, COO

DocLogix
01.2018 - 01.2023

Regional Service Management Lead

DXC Technology
01.2015 - 01.2018

Global Knowledge

DXC Technology
01.2014 - 01.2015

Experience Service Lead

DXC Technology
01.2013 - 01.2014

Senior Team Lead

DXC Technology
01.2010 - 01.2013

Service Request Coordinator

DXC Technology
01.2008 - 01.2010

MBA - Business Administration And Management

Baltic Management Institute

Master of Science - International Business Management

VYTAUTAS MAGNUS UNIVERSITY

Executive Education - Innovation & Digital Transformation

Baltic Management Institute

Executive Education - Impactful Leadership & Corporate

Baltic Management Institute

Bachelor of Science - Mathematical Informatics

Vilnius Pedagogical University

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Natalija Jonušienė