Rasa Stonyte

Experience

• 

  Western Union

  Nov 2010 - now

  Responsibilities:• Serve as Digital Site Health liaison to Customer Care Organization;• Insure Customer Care Organization teams are engaged on all digital feature releases;• Partner with Customer Care Organization teams to Identify opportunities and lead process improvement projects focused on digital customer care experience processes;• Manage post production escalations when new product, service or enhancement is launched;• Analyze data related to customer feedback as provided by multiple functions and identify service optimization opportunities and drive improvement implementation;• Develop and maintain a strong network of relationships globally at all levels in the company, and become the Subject Matter Expert for specific digital customer care areas;• Propose script changes, documentation updates and other changes to improve customer experience. Show less Main Roles and Responsibilities:• Supervising two PSD teams: German and French/Nordic;• Performing Weekly Online and Offline quality evaluations;• Giving negative and positive feedback about evaluated calls and daily procedures;• Giving training and solving escalated issues;• Problem shooting of changes, solving on spot on-going technical and transactional issues;• Participating in process improvements projects: Escalations Management pilot project and agent training's improvement project. Show less Main Roles and Responsibilities:• Technical, Transactional and Financial support to French agents;• Sales experience in pushing clients to do training;• Daily results analysis and problem shouting; • Managing stressful situations and costumer complaints;• Preparing weekly reports to Management;• Managing the role of the team representative and dealing with escalations from team leader and other related departments; • Participating in process and procedures improvement projects.Honors and Awards:• 2010 PSD Top locations activator France;• 2011 Quarter 1 PSD Top locations activator France;• Employee of the year 2011;• Employee of the month :- November 2011;- February 2012;- March 2012;- April 201;- May 2012.The promotion – promoted in November 2012 from Online-Specialist to Subject Matter Expert. Show less

  • Senior Global Payments Account Manager

    Oct 2021 - now

  • Senior Global Payments Account Manager

    Feb 2020 - Oct 2021

  • Product Manager, Global Account Payout Network (APN)

    Oct 2017 - Feb 2020

  • Product Delivery Manager, Operations

    Dec 2015 - Oct 2017

  • Analyst, Site Health, Digital Operations

    Jun 2013 - Nov 2015

  • Subject Matter Expert, GSS

    Nov 2012 - Jun 2013

  • Customer Service Representative, GSS

    Nov 2010 - Nov 2012