Agne Vaicaityte

Experience

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  Kaunas Viktoras Kuprevicius Secondary School, Kaunas, Lithuania

  Jun 2005 - Apr 2006

  Assistant to Chief Social Worker
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  YOOX NET-A-PORTER GROUP

  Jan 2007 - Jul 2017

  For supporting company culture, outstanding participation in the development of Live Chat and Customer Care Operations teams and a great understanding of internal processes, I was promoted to Senior Customer Care Operations Consultant (team lead). I have also built and developed an under-performing team of 10 people into a diverse, energetic, empowered and high-performing team.Key achievements. By effectively updating internal procedures and implemented necessary process changes, I have increased the team’s productivity by 30%. I was awarded for the Best Teamwork, which has developed my drive to succeed in challenges, even when they may seem very difficult to complete. Show less While working in a fast-paced global multi-channel e-commerce customer care team, I developed a strong understanding of key stakeholders’ needs and learned to meet and exceed their expectations through adaptive communication and analytical problem-solving. In this role, I dealt with complex issues, customer complaints and escalations, facilitated communications between internal departments on issues and composing solutions.To develop my leadership skills, I supported new starters and temp teams of 11 people:• Trained, motivated and coached junior members of the team to achieve their sales and productivity targets while providing a high level of service.• Monitored new starters performance, conducted regular performance reviews and reported disciplinary issues to the senior management team.• Supported and trained the Global Customer Care outsourced teams in Berlin and Tirana, and this experience has broadened my appreciation of cultural differences and enabled me to adapt my approach to new environments.Key Achievements: awarded The People’s Choice in 2016 for organising the company’s all hands social events and other employee activities at BLESS committee while working at the NET-A-PORTER group. Show less

  • E-commerce Customer Care Team Leader

    Aug 2016 - Jul 2017

  • Sales and Customer Consultant

    Jan 2007 - Jul 2016
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  Birkbeck, University of London

  Jan 2016 - Jul 2020

  BSc Business and Management
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  Cult Beauty

  Jul 2017 - Mar 2018

  E-commerce Customer Care Supervisor at CULT BEAUTY

  New role was required to train, set objectives, delegate workload and review performance of 15 Beauty Consultants. As a result, I was involved in customer care recruitment, onboarding and training process development. In this role, I supported and empowered customer care consultants to increase their productivity targets while maintaining high customer care standards in a fast-paced, growing and changeable environment.

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  Missoma Ltd

  Mar 2018 - Apr 2019

  E-commerce Customer Experience

  • Played a key role in creating a training manual, streamlining and implementing new systems and processes.• Collaborated with internal teams to map and improve the customer journey. • Dealt with clients’ escalations to resolution, leveraged with cross-functional teams within the business.

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  Rachel Jackson

  Apr 2019 - Mar 2020

  E-commerce Customer Service Coordinator

  Manager-level E-commerce Customer Service Coordinator- Developed and implemented processes and procedures that optimised customers’ experience by 30%.- Created Customer Experience training manual, designed and implemented Consumer and Wholesale returns processes.

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  DCB Lab

  Feb 2021 - Dec 2021

  Head Of Customer Service

  • Team Building and Leadership: Successfully built and led two remote Customer Service teams across three brands (UK, USA, and European markets).• Development of Resources: Created Customer Service Play Books and FAQs, providing essential resources for your teams to deliver consistent and high-quality customer support.• Process Enhancement: Developed and implemented Customer Service procedures, policies, and standards, contributing to the standardisation and optimisation of customer service operations.• Performance Improvement: Achieved an impressive 61% improvement in Customer Service Key Performance Indicators (KPIs) across all brands within a short span of three months. Show less

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  HSNF Ltd

  Dec 2021 - Oct 2022

  Customer Service Manager

  • Customer Complaint Reduction: Developed customer service processes with a customer-centric approach that resulted in a significant 25% reduction in customer complaints.• Team Leadership: Led a team of three highly empathetic and efficient Customer Service representatives, including one Team Leader.

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  Motivates.Inc ltd

  Oct 2022 - Apr 2023

  Customer Service Manager

  • Customer Support Oversight: Oversaw various customer support areas, including B2C and D2C consumer purchases and redemption, B2B orders fulfilment, and operational performance.• Team Leadership: Successfully hired, trained, and led a team of 15, including a CS team leader and temporary staff, demonstrating leadership and team management skills.• Reporting: Delivered weekly detailed reports to senior management on customer satisfaction.

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  Qualita

  Apr 2023 - Nov 2023

  Customer Service Manager

  Responsible for maintaining an outstanding B2B and D2C pre-sales and after-sales customer experience.