Urte Laurinaviciute
London
Summary
Specialist skilled in Customer Service Operations and managing complex projects with general oversight. Effectively communicates within and outside function to gain cooperation on operational processes, practices and procedures. Documented leadership success in making moderate to substantial improvements to enhance staff training and productivity and achieve goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Supervisor - Client Services and Operations
eHouse
05.2022 - Current
- Within 6 months promoted to Senior Team Supervisor of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Trained and supervised team of customer service representatives / sales operations executives in providing quality service to customers.
- Increased efficiency and performance by monitoring and evaluating team member performance and providing feedback.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Implemented and developed customer service training processes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Continuously developed personal skills by taking Project Management and Leadership courses.
Client Services and Operations Coordinator
eHouse
11.2021 - 04.2022
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
- Managed diaries and relationships of large base of nation-wide located photographers and assessors
- Co-trained and guided team members to maintain high productivity and performance metrics.
Assistant Manager
Rose & Crown Kentish Town
07.2020 - 11.2021
- Promoted from bartender to supervisor to assistant manager within a year
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
Restaurant and Bar Manager
RCN Val de Cantobre Camping
04.2019 - 10.2019
- Developed and maintained courteous and effective working relationships by leading and managing multi-cultural team
- Maintained high customer satisfaction by identifying issues, analyzing information and providing solutions to problems.
Assistant Hostel Manager
Downtown Forest Hostel & Camping
09.2016 - 04.2019
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Assisted with development and distribution of marketing materials for facility.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
General Bar Manager
Wolf Garage Bar & Grill Rental
04.2018 - 10.2018
- Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks, and customer-focused events.
- Maximized customer service by training staff, overseeing operations, and resolving issues.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
Education
Drama Master's Degree -
Klaipeda University
06.2015
Skills
- General Admin - MS Office, internet and email (Google Workspace, Outlook, Halo Service Desk)
- Data Entry - MS Access, Survey Monkey
- Data Analysis - Excel, Google Sheets, PowerBi, Tableau, Google Analytics
- Project Management - Todoist, Mondaycom, Trello, Amazon WorkSpaces
- Publishing - WordPress, Microsoft Publisher, Blogger, Instagram & Facebook (3 years)
- Design - Matterport, InDesign
Accomplishments
- Proven ability to develop and grow quickly: promoted to senior roles within 6 months from starting new role
- Large scale event experience: managed summer events totaling 36K in entries and revenue of €200K
- Recent impact projects: improvements in training programs, team & client management, and self-upskilling
Certification
- Coursera Crash Course in Data Science, John Hopkins University - 2020
- Multiple LinkedIn Learning Project Management courses - 2023
Volunteer Experience
Copywriter, Lithuanian human rights documentary film festival "Nepatogus kinas" (Inconvenient Films), Vilnius, 2016
- Copywriting - interviewing Festival guests (filmmakers, writers, directors of European Movie festivals), writing high-engagement reviews of Festival movies.
- Administration - volunteering in different Festival venues including box office and event assistance responsibilities, managing guest queries & information dissemination.
- Marketing - acted as Assistant Public Relations Coordinator (coordinating press conferences, Q&A, Social Media marketing - Instagram), conducting surveys to find how audience perceived the event
Languages
Lithuanian
Native language
English
Proficient
C2
Russian
Intermediate
B1
Spanish
Elementary
A2
Timeline
Senior Supervisor - Client Services and Operations
eHouse
05.2022 - Current
Client Services and Operations Coordinator
eHouse
11.2021 - 04.2022
Assistant Manager
Rose & Crown Kentish Town
07.2020 - 11.2021
Restaurant and Bar Manager
RCN Val de Cantobre Camping
04.2019 - 10.2019
General Bar Manager
Wolf Garage Bar & Grill Rental
04.2018 - 10.2018
Assistant Hostel Manager
Downtown Forest Hostel & Camping
09.2016 - 04.2019
Drama Master's Degree -
Klaipeda University
- Coursera Crash Course in Data Science, John Hopkins University - 2020
- Multiple LinkedIn Learning Project Management courses - 2023
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