Karmen Talur
Tallinn
Summary
I have spent the past years building and strengthening quality processes at Wise, following a long career that taught me adaptability, teamwork, and calm under pressure. This experience have taught me a lot but I feel my real passion is working with people and helping to find their potential. I am eager to turn a page by bringing my experience, drive, and people-focused approach to the new level and applying to recruitment consultant position that you are looking for.
Overview
15
15
years of professional experience
Work History
Quality Assurance Specialist
Wise Ltd
Tallinn
06.2022 - Current
- Create, organize, and improve Payments Operations teams' standardized quality processes for agents and products.
- Conduct regular quality checks on agents and products to assure work quality
- Self-starting different projects with engingeering team and prioritizing most critical tasks.
- Be responsible of hiring and training new people to the team.
- Building and maintaining a "bridge" between Payment and Quality team to assure smooth cooperation
- Accompany quality assessments with meaningful and constructive feedback, while helping agents to improve their quality performance with specific instructions.
- Follow internal and external SLAs and KPIs, both individually and at the team level.
- Deep-dive into data and translate it to actions
- Engage in continuous knowledge development regarding the operations rules, regulations, best practices, tools, techniques, and performance standards.
- Effectively working through quality reporting tasks, maintaining speed, quality, and consistency of report management.
Payment Operations Specialist
Wise Ltd
Tallinn
05.2021 - 06.2022
- Managed payment transactions across multiple currencies for customer accounts.
- Monitored liquidity dashboards and funded the necessary accounts.
- Coordinated with cross-functional teams to resolve payment discrepancies.
- Analysed transaction data to identify patterns and improve processes.
- Assisted in compliance checks for regulatory standards.
- Acted on security breaches and created post-morterms after
- Trained new staff on payment systems and operational procedures.
- Communicated with customers regarding payment status and inquiries.
- Documented operational procedures for future reference and training purposes.
- Assisted in the implementation of integrating new currencies and processes.
SENIOR TRAVEL COORDINATOR AND CS SPECIALIST
Timetravels Ltd
Tallinn
09.2019 - 04.2021
- Resolved unexpected problems, improved operations and provided client support
- Drove operational improvements which resulted in savings and improved profit margins
- Performed in different universities to promote and introduce our trips and create partnerships.
- Coordinated travel arrangements for youth groups, couples, executives and special needs clients in Scandinavia
- Developed team communications and information for weekly meetings
- Leveraged social media platforms and online job boards to advertise open positions, engage and interview potential candidates
- Searched new co-operation partners, developed and maintained partnerships, negotiated contracts and prices
- Advised and coached new staff to support their integration to the company and procedures
- Took care of back-office tasks and suggested technical/procedural improvements to increase employees and work efficiency.
- Took care of chats, calls, emails (via Aircall and Freshdesk) with customers worldwide. Consulted and solved their problems on-go.
- Made changes and refunds for customers. Also suggested solutions or alternatives for solving their problem
TOUR COORDINATOR
Scanbalt Experience
Tallinn
08.2016 - 01.2018
- Organized memorable travel itineraries and vacations for international students in Scandinavia
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed
- Consistently fostered business growth by delivering travel advising and itineraries to develop valuable client relationships
- Created, designed and developed new products and destinations
- Guided groups of up to 50 people on tours to Lapland, Norway and Russia
- Worked closely with different departments to create and maintain marketing materials for sales presentations and client meetings
MANAGER
A-Pluss Travel
03.2016 - 07.2016
- Managed administrative and operational daily office tasks
- Controlled costs and optimized spending via restructuring of budgets for tour operations, inventory purchasing and staff
- Adjusted job assignments and schedules to keep pace with dynamic business needs, employee knowledge and customer demands
- Developed problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
- Hired, trained and mentored staff to maximise effectiveness
- Researched for new co-operation partners in Scandinavia, negotiated contracts and developed partnerships
- Communicated closely with Sales office in Asia to understand and adapt customer needs and profiles
TOUR COORDINATOR FOR NORWAY
Tumlare Corporation
06.2011 - 02.2016
- Resolved problems, improved operations and provided support for tour guides during the trips
- Booked necessary services for 5-7 days tours cross-Scandinavia
- Assisted Sales Offices over the world with detailed information about different destinations
- Drove operational improvements which resulted in savings and improved profit margins
- Recruited, mentored and taught new employees and summer-helpers
Education
BACHELOR'S - BUSINESS TOURISM
Estonian School Of Hotel And Tourism Management
Tallinn01.2013
REVIEWER-EDITOR -
Tallinn University
Tallinn01.2010
HIGH SCHOOL DIPLOMA -
Saaremaa Co-Educational Gymnasium
Kuressaare01.2009
Skills
- Quality assurance
- Process improvement
- Self-starting projects
- Data analysis
- Compliance management
- Cross-functional collaboration
- Customer communication
- Feedback delivery
- Problem solving
- Team leadership
- Operational optimization
- Attention to detail
- Documentation and reporting
- Payment processing
- Contract negotiation
- Training and mentoring
Timeline
Quality Assurance Specialist
Wise Ltd
06.2022 - Current
Payment Operations Specialist
Wise Ltd
05.2021 - 06.2022
SENIOR TRAVEL COORDINATOR AND CS SPECIALIST
Timetravels Ltd
09.2019 - 04.2021
TOUR COORDINATOR
Scanbalt Experience
08.2016 - 01.2018
MANAGER
A-Pluss Travel
03.2016 - 07.2016
TOUR COORDINATOR FOR NORWAY
Tumlare Corporation
06.2011 - 02.2016
BACHELOR'S - BUSINESS TOURISM
Estonian School Of Hotel And Tourism Management
REVIEWER-EDITOR -
Tallinn University
HIGH SCHOOL DIPLOMA -
Saaremaa Co-Educational Gymnasium