Sonata Grusniute
Siauliai
Summary
A well-presented, articulate and confident individual with a proven ability to work under pressure either in a team-based environment or on my own initiative. Having worked for one of the best international and multicultural airlines in the world, I have learnt to adapt to an always changing and fast-paced environment and acquired excellent communication, relationship-building and collaboration skills. I am able to direct my talents and skills to meet tight deadlines and objectives.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
Artilux NMF
09.2024 - Current
- Develop and maintain strong relationships with clients
- Processing customer orders and invoices
- Coordinate with the production, quality, and logistics teams to meet delivery deadlines
- Implement corrective actions to reduce defects and improve product quality
- Monitor inventory levels to avoid delays in customer orders
- Prepare weekly reports on customer satisfaction, service efficiency, sales and losses
Customer Support Associate
Convera Ltd.
05.2024 - 09.2024
- Request Handling - Pre & post-transaction queries, handling client contact with a professional attitude
- Deliver, high quality, consistent interactions adhering to agreed SLAs and KPIs
- Support in collecting required documents from clients by proactively reaching out to clients, following a reminder process and support clients on ad-hoc questions relating to process
- Resolve multi-channel Client transaction queries providing answers immediately where possible and escalating to other internal teams when required, to ensure delivery of responsive service to Clients
- Administration and Reporting
Cabin Crew
Emirates
11.2016 - 01.2021
- Leading, managing and facilitating available resources to deliver a world class customer experience
- Handling customer complaints, providing alternatives and following up customer satisfaction
- Observing customer profiles for potential security or medical risks
- Operating in compliance with the local and FAA's regulations to ensure all safety and security procedures are followed
- Performing first aid on customers in emergency situations
Associate 2, Operational and Business Risk
State Street Corp.
06.2015 - 10.2016
- Administration and maintenance of client visits/due diligence diary, tracker and associated files
- Breach remediation
- Organizing and supporting Internal/External Audits, GFAC - SOC1
- Assisting in the production of the monthly client breach reports
- Preparing KRIs and KPI's for monthly Operational Risk Forums
- Liaising with different teams within the company and outstation to ensure deadlines are met on time
- Conferred with compliance, internal audit and government entities to present and assess data
Education
MA - Politics and International Relations
University of Aberdeen
01.2014
2010 -
Siauliai Simonas Daukantas Gymnasium
01.2010
Skills
- Effective Problem Resolution
- Time Management
- Customer Service
- Adaptability
- Leadership
- MS office
- Customer relations
Languages
Lithuanian
English
Timeline
Customer Service Manager
Artilux NMF
09.2024 - Current
Customer Support Associate
Convera Ltd.
05.2024 - 09.2024
Cabin Crew
Emirates
11.2016 - 01.2021
Associate 2, Operational and Business Risk
State Street Corp.
06.2015 - 10.2016
2010 -
Siauliai Simonas Daukantas Gymnasium
MA - Politics and International Relations
University of Aberdeen
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