Toma Pilipauskiene
Operations Customer Expert II
Kuršėnai
Summary
In Teleperformance I am working 5 years.
I started to work as a Customer Service Representative. After a year I became team's Quality Auditor. The next year I started to work as a trainee. At that time I was a Subject Matter expert.
This year my company suggested me to be a back up supervisor as I am now and next year started January to get a supervisor's position.
I love my job, I love to work with the operations. I have been selected 3 years in a row as the best employee of my company.
I have skills, critical thinking. I like to work with the data and analyze it.
I think that I would be a great fit at your company.
Overview
5
5
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Customer Service Representative
Teleperformance
09.2020 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
Education
Bachelor of Science - Business Administration And Management
Siauliai University
Šiauliai 04.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Adaptability and flexibility
Time management
Data entry
Problem resolution
Critical thinking
Decision-making
Microsoft Excel
Quality control
Certification
Swedish courses, B1 level, Lithuania
Timeline
Swedish courses, B1 level, Lithuania
04-2025
Customer Service Representative
Teleperformance
09.2020 - Current
Full Stack courses, Lithuania
05-2020
Swedish language courses, Sweden
06-2015
Courses in Gothenburg university, Sweden
06-2013
Bachelor of Science - Business Administration And Management
Siauliai University
04.2001 -
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