Žanna Štrausa

Experience

• 

  1TRAVEL

  Jun 2016 - Oct 2017

  • Advertising Specialist

    Oct 2016 - Oct 2017

  • Travel Consultant Assistant

    Jun 2016 - Oct 2016
• 

  Webhelp

  Aug 2018 - Aug 2021

  Specific duties include:• Developing business partnership with the Client Quality Organization• Evaluate transactions and quality accuracy• Coaching individuals through observations, feedback, mentoring and task demonstration• Supporting Quality Managers in analyzing individual and program level data, finding areas of opportunity and addressing them through additional training, roundtables or workshops Specific duties include:• Responsible for handling technical-support and support related questions for Clients customers and Partners• Responsible for ensuring call resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction• Accurately logging all interactions via Client’s Contact Management System• Escalate issues to the appropriate department according to Client’s Procedures

  • Quality Coach

    Dec 2019 - Aug 2021

  • Customer Service Specialist

    Aug 2018 - Dec 2019
• 

  TELUS Digital

  Aug 2021 - Jan 2025

  Specific duties include: • Facilitate regular team meetings/huddles• Drive a sales mentality, methodology and process with Team Leaders• Taking ownership of the Team Leaders performance management• Predictable, optimal achievement of project-specific and company-specific targets using available resources• Maintain contact with business partners / ensuring the flow of information • Personnel responsibility; employee support; employee motivation; mentor function• Target achievement (Glidepath targets and client’s KPIs)• Reporting (internal and external) • Implementation and control of compliance with TELUS International guidelines• Communication with other departments and locations (COM, IT, HR, FIN) Show less

  • Senior Team Leader

    Jan 2024 - Jan 2025

  • Sales Team Leader

    Aug 2021 - Jan 2024
• 

  Concentrix EMEA

  Feb 2025 - now

  Customer Service Team Lead

  Specific duties include: • Lead and support a team of call center associates, ensuring policy compliance and attendance• Coach team members weekly to meet KPIs and performance goals• Address performance issues with clear action plans and corrective steps• Oversee service delivery to meet contractual and financial targets• Handle escalations and provide subject matter expertise• Communicate expectations and updates clearly and consistently• Conduct team meetings and organize engagement activities Show less