Dace Ungure

• Evaluated existing internal processes, identified improvement opportunities, and implemented effective solutions
• Supported team leaders in coordinating and managing employee tasks, ensuring more efficient daily work
• Represented the department in various bank projects, ensuring alignment with departmental goals
• Generated daily reports to ensure accurate and timely availability of data to managers and employees

Achievement: reached targeted SLA for incoming call flow, improving both employee and customer satisfaction

Implemented sales initiatives in the call centre

• Managed customer satisfaction surveys in Latvia – data collection, analysis, improvement development, and implementation
• Developed and monitored the centralization process of mortgage loans
• Engaged in Pan-Baltic product process development and implementation
• Collaborated with other departments (Remote Departments, Branches, Legal, Products, Marketing, etc.)

Achievement: Developed, implemented, and maintained a complaint handling procedure, ensuring high-quality solutions

Created and executed a mortgage centralization process that gave employees more time with clients, improved sales outcomes, and reduced data processing time, which enhanced customer satisfaction

• Managed a team of 9 employees – scheduling, setting KPI’s
• Provided support for customer service to all bank employees during and after the bank merger
• Maintained and improved the quality of work and data quality of the department's employees

Achievement: I formed a team that provided support to all front-line employees during the bank merger, ensuring continuity in customer service, maintenance of existing processes, and employee training

• Managed a team of 25 employees - scheduling, setting KPI’s, tracking, etc, also planning daily work of the team, ensuring effective resource utilization and managing support team (4 experts) and expanded it to support all customer-facing employees in the bank

• Managed 15 contact centre employees - scheduling, setting KPI’s, tracking, training
• Responsible for the quality of the Contact Centre, that included maintenance of processes and procedures, developing and implementing competency models, implementing sales conversation criteria (both verbal and written)

• Supported call centre employees by providing training on bank products and systems and assisting with difficult customer interactions

• Contact centre consultant - duties related to remote customer service in various communication channels in three languages (Latvian, Russian, and English)