Summary
Overview
Work History
Education
Skills
Timeline
Generic
Viivika Lipard

Viivika Lipard

Gzira

Summary

Driven by a passion for enhancing customer experience and operational efficiency, I leveraged workforce management and problem-solving skills at Betclic Group to significantly improve service level performance. My adeptness in data analysis and adaptability resulted in optimized staffing and scheduling, achieving notable compliance and satisfaction across roles.

Overview

6
6
years of professional experience
2
2
Languages

Work History

Workforce Real Time Analyst

Betclic Group
01.2024 - Current
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Managed real-time chat traffic across multiple contact center locations.
  • Guided managers and supervisors on methods for conducting accurate job evaluations.
  • Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.

Customer Service Specialist

Kindred Group PLC
05.2023 - 01.2024
  • Handled up to 150 customer inquiries daily through live chat, email, and phone, ensuring timely and effective resolution.
  • Provided technical support for gaming platform issues, including account management, payment processing, and software troubleshooting.
  • Collaborated with the compliance team to ensure customer interactions adhere to industry regulations and company policies.
  • Conduct training sessions for new hires on customer service best practices and the use of CRM systems.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Established trust with clients through clear communication, patience, and understanding of their unique challenges fully before offering solutions tailored to their needs.

Customer Care Representative

Euronics Eesti
09.2020 - 05.2023
  • Assisted call-in customers with questions and orders.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Proficiently handled customer inquiries and issues through phone, chat, and email support channels.
  • Participated in the “Hot Alert Team,” tackling complex cases and addressing negative reviews to maintain customer satisfaction.

    Collaborated effectively with the “Google Reviews and Product Comments Team” to manage and enhance online reputation.
  • Participated in the “Hot Alert Team,” tackling complex cases and addressing negative reviews to maintain customer satisfaction.
  • Collaborated effectively with the “Google Reviews and Product Comments Team” to manage and enhance online reputation.

Front Desk Supervisor

Metropol Spa Hotel
06.2019 - 09.2020
  • Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
  • Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Created monthly meetings for cashiers and membership desk associates.
  • Scheduled and assigned daily work and activities for team members.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.

Front Desk Receptionist

Metropol Spa Hotel
10.2018 - 09.2019
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Collected room deposits, fees, and payments.
  • Maintained an organized front office area to create a professional and welcoming environment for visitors and employees.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.

Education

Bachelor of Economics - Business Economics

Tallinn University of Technology
Tallinn
04.2001 -

Skills

Workforce Management

Timeline

Workforce Real Time Analyst

Betclic Group
01.2024 - Current

Customer Service Specialist

Kindred Group PLC
05.2023 - 01.2024

Customer Care Representative

Euronics Eesti
09.2020 - 05.2023

Front Desk Supervisor

Metropol Spa Hotel
06.2019 - 09.2020

Front Desk Receptionist

Metropol Spa Hotel
10.2018 - 09.2019

Bachelor of Economics - Business Economics

Tallinn University of Technology
04.2001 -

Similar Profiles

CREATE PROFILE
Viivika Lipard