Helena Engström
Tallinn, Estonia
Summary
Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling.
Sets example for work ethic, punctuality and quality.
Overview
3
3
years of professional experience
Work History
Customer Success Team Lead (Prev. High Value Team)
Wise LTD.
Tallinn, Estonia
04.2023 - Current
- Dedicated and proactive Customer Success Team Lead with a proven track record in creating and leading a high-performing team from side project.
- Skilled in data collection and analysis to drive service improvements, offering white glove customer support, and managing complex customer situations.
- Experienced in agent development, fostering healthy team dynamics, and promoting creativity and problem-solving by leading by example.
- Knowledgeable in KYC and KYB processes, adept at project management, and proficient in stakeholder management to ensure seamless service delivery and customer satisfaction.
Large Amount Transfers Specialist & Due Diligence
Wise LTD.
Tallinn, Estonia
01.2024 - 05.2024
- Experienced Large Transfers Specialist with a strong background in providing excellent customer support via email, phone, and chat.
- Proficient in due diligence for both consumer and complex business structures, with a focus on KYC processes and risk-based handling and mitigation.
- Demonstrates critical thinking in managing transactions, effectively de-escalates and handles complaints, and consistently provides feedback and proposed solutions to address product gaps.
- Skilled in ensuring compliance and maintaining high standards of customer satisfaction.
Customer Support Associate
Wise LTD.
Tallinn, Estonia
04.2021 - 01.2022
- Customer Support Associate with strong interpersonal skills and extensive product knowledge.
- Highly flexible and adept at managing complex customer concerns, providing effective communication to ensure customer satisfaction.
- Proven ability to resolve issues promptly and maintain high levels of customer engagement.
Education
High School Diploma -
Lycée français de Tallinn
Tallinn06-2014
Skills
- Coaching and Mentoring
- Performance Improvement
- Financial Acumen
- Stakeholder Management
- Key Performance Indicators
- Strategic Planning
- Problem Solving
- Soft Skills
- EQ
- Account and Relationship Management
- Customer Retention
- Conflict Resolution
- Product Knowledge
- Critical Thinking
- Risk Based Approach
- Active Listening
- Communication
Languages
Estonian
First Language
English
Proficient (C2)
C2
Russian
Upper Intermediate (B2)
B2
French
Intermediate (B1)
B1
Affiliations
- Japanese Martial Arts
- Rare Plant Enthusiast
- Japanese Culture
References
References available upon request.
Timeline
Large Amount Transfers Specialist & Due Diligence
Wise LTD.
01.2024 - 05.2024
Customer Success Team Lead (Prev. High Value Team)
Wise LTD.
04.2023 - Current
Customer Support Associate
Wise LTD.
04.2021 - 01.2022
High School Diploma -
Lycée français de Tallinn
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