Hi, I’m
Krista Kallavus
Espoo/Tallinn
Summary
An Estonian proverb “kes palju teeb see palju jõuab” (who does a lot, achieves a lot) describes me well. I have excellent time management skills combined with knowledge of the customer service industry and have proven myself in leadership, communication, and stakeholder management. Adept at analysing data to identify trends and develop strategies to improve efficiency with proven track record of successfully streamlining operations and processes to reduce costs.
Overview
9
years of professional experience
2
Years of leadership experience
Work History
Bolt Technology OÜ
Customer Support Team Lead
12.2021 - Current
Job overview
- Managing high-achieving teams in their fast-paced work to assist high volume of daily incoming customer inquiries using multiple internal databases and systems.
- Setting up interviews and seeing people through the full recruitment process.
- Delivering narratives on KPIs and market results weekly & monthly to all relevant stakeholders.
- Effective stakeholder relationships and communication.
- Using data analysis skills and systems to support decisions being made.
- Responsible for the French and Belgian markets and their customer support operations.
- Monitoring team performance and providing constructive feedback to increase productivity and maintain quality standards.
- Close work with outsourced partners to deliver high-quality support and promote productivity and accuracy.
Bolt Technology OÜ
Customer Support Agent
06.2020 - 12.2021
Job overview
- Norwegian-speaking customer support agent.
- Helped launch the Norwegian market and set up the high quality of customer care for our clients in Norway.
- Market specialist in ride-hailing, micromobility rentals.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated and organised team meetings and training sessions to stay informed about product updates and changes.
Persilleriet AS
Food Server/Line Cook
08.2016 - 03.2020
Job overview
- Training and coaching new employees
- Responsible for monthly inventory and weekly ordering based on data.
- Maintained cleanliness of working areas to create pleasant and inviting atmospheres for guests.
- Followed food safety and sanitation guidelines to prevent foodborne illnesses and promote customer health and safety.
- Practiced good time management to deliver customers' prepared orders quickly and accurately.
- Explained menu items and suggested appropriate options for food allergy concerns.
Runway AS
Customer Support Agent
2014.06 - 2015.12 (1 year & 6 months)
Job overview
- Customer Service agent in Norwegian for different projects (Travel Service Scandinavia and Fjord1).
- Developed and maintained courteous and effective working relationships.
- Proven ability to learn quickly and adapt to new situations.
- Strengthened communication skills through regular interactions with others.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Tracked customer service cases and updated service software with customer information.
Education
TARTU UNIVERSITY
Master of Arts from English Language Pedagogy
05.2023
University Overview
- 4.4 GPA
- Thesis Statement: Designing a Literature Course for Teaching Cultural Appreciation of West African Culture Through Literature
NORWEGIAN UNIVERSITY OF SCIENCE AND TECHNOLOGY
Bachelor of Arts from English Language And Literature
05.2020
University Overview
- Member of Studentersamfundet i Trondhjem, 2017 to 2020
UNIVERSITY OF GHANA
Visiting Student from Linguistics
12.2019
University Overview
- Study Abroad: Linguistics - 2 semesters.
- Completed University-level Coursework: Psycholinguistics, Sociolinguistics, Morphology, Phonetics, Syntax
Skills
- Key Performance Indicators
- Resource Allocation
- Coaching and mentoring
- Performance Monitoring
- Employee Evaluation
- Documentation and Reporting
- Leading Team Meetings
- Onboarding and Orientation
- Work Planning and Prioritization
- Complex Problem-Solving
- Report Generation
Languages
Estonian
Native language
English
Proficient
C2
Norwegian
Advanced
C1
French
Elementary
A2
Finnish
Beginner
A1
Timeline
Customer Support Team Lead
Bolt Technology OÜ
12.2021 - Current
Customer Support Agent
Bolt Technology OÜ
06.2020 - 12.2021
Food Server/Line Cook
Persilleriet AS
08.2016 - 03.2020
Customer Support Agent
Runway AS
2014.06 - 2015.12 (1 year & 6 months)
TARTU UNIVERSITY
Master of Arts from English Language Pedagogy
NORWEGIAN UNIVERSITY OF SCIENCE AND TECHNOLOGY
Bachelor of Arts from English Language And Literature
UNIVERSITY OF GHANA
Visiting Student from Linguistics
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