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
2024.01 - 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
2023.05 - 2024.01
- 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
2020.09 - 2023.05
- 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
2019.06 - 2020.09
- 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
2018.10 - 2019.09
- 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 2001.04 -
Skills
Workforce Management
Service Level Agreements
Staffing Adjustments
Queue management
Scheduling Optimization
Forecasting Accuracy
Workforce Software
Microsoft Excel
KPI Monitoring
Analyzing patterns
Report Writing
Resource Planning
Data Analysis
Multitasking
Self Motivation
Problem-Solving
Adaptability and Flexibility
Timeline
Workforce Real Time Analyst
Betclic Group
2024.01 - Current
Customer Service Specialist
Kindred Group PLC
2023.05 - 2024.01
Customer Care Representative
Euronics Eesti
2020.09 - 2023.05
Front Desk Supervisor
Metropol Spa Hotel
2019.06 - 2020.09
Front Desk Receptionist
Metropol Spa Hotel
2018.10 - 2019.09
Bachelor of Economics - Business Economics
Tallinn University of Technology
2001.04 -