Vitalija Barzdėnė

• Saved 5 FTEs by coordinating cross-departmental initiatives, streamlining operations to achieve goals.
• Completed budget planning and exceeded performance expectations, reaching 127% target achievement since stepping into the new role.

Leading operations in Lithuania and Latvia with strategic expansion plans for Germany, Greece, and Sweden; responsible for 11 direct reports, 180 indirect reports, and full P&L ownership of a €3M turnover, with indirect oversight of a €29M turnover:

• Developed and implemented international best practices for Master Franchise operations, including customer service, ensuring consistent, high-quality customer experiences across diverse markets.
• Established budget management and cost-efficiency strategies across Customer Care, Operations, and Technology, streamlining processes and improving resource allocation to drive profitability.
• Enhanced Customer NPS by 19 points, demonstrating commitment to improving customer satisfaction through targeted service strategies and customer feedback loops.
• Launched and improved Employee NPS measurement, achieving an 18-point increase within one year by fostering a supportive, customer-centric team culture.
• Achieved a Franchise NPS score of +70, setting new benchmark for franchisee satisfaction and brand loyalty through proactive support and clear communication.

Leading Customer Care in Lithuania, responsible for 13 direct reports, 160 indirect reports, and overseeing P&L for a €27M turnover.

• Established and led the transition of the in-house Call Center from a third-party vendor model, building a team of over 100 consultants by 2022, significantly enhancing control over quality and customer experience.
• Created synergy between customer care and sales, achieving profitability in the first year of launch by aligning service and sales goals to drive revenue growth and customer satisfaction.
• Implemented a proactive customer care model that shifted the focus from reactive support to proactive engagement, directly benefiting over 60,000 customers annually and boosting overall satisfaction.
• Launched an AI-driven customer care initiative that handled 10% of customer contacts within two months of implementation in 2020, followed by deploying an AI-driven assistant to support consultants in 2022, resulting in faster resolution times and higher operational efficiency.

Leading Customer care and Sales support in Lithuania, responsible for 7 direct reports and 70 indirect reports:

• Designed and optimized Customer care processes to align with organizational goals, achieving 107% of targets and transforming underperforming support strategies to meet evolving business needs effectively.

Leading IT Service Desk operations across Europe (Germany, Italy, France, Portugal, UK), USA, and India, with responsibility for 5 direct reports and 120–160 indirect reports:

• Led end-to-end management of 1st and 2nd line IT support for Barclaycard employees across multiple support channels, ensuring consistent, high-quality service delivery.
• Increased self-help adoption from 40% to 78% for applicable queries, empowering employees with efficient, self-service solutions and significantly reducing support team workload.
• Managed multiple service transitions from key European regions to Lithuania, optimizing service operations and ensuring seamless support continuity across regions.

Leading Call center teams in Lithuania and Latvia with full ownership of end-to-end customer service and team management (including recruitment, coaching, etc.), overseeing up to 30 direct reports.