DAINORA DERZINSKAITE
Halifax,West Yorkshire
Summary
I am a highly motivated and dedicated individual who thrives on hard work and challenging situations, I am highly organised and have a professional approach to every task in hand. Furthermore, such skills provide the ability to work well in a team setting, in terms of negotiating well with others and using the critical judgement skills I have gained to weigh up alternative perspectives. I am very willing and passionate about constantly learning and gaining as much experience as possible whilst employed, making fast paced and thriving environments the most suited to my abilities. Lastly, I have been described in customer reviews as being a good listener, professional and helpful, evidencing my innate interpersonal skills and passion for going the extra mile for my customers.
Overview
9
9
years of professional experience
Work history
Team Manager for Customer Channels
Lloyds Banking group
Halifax
2021.09 - 2026.02
- As a team manager in a busy contact centre, I am required to manage a team of up to 15 colleagues at any given time. Managing a team of such a size requires excellent organisation and timekeeping skills, as well as interpersonal qualities when dealing with the health and well-being of colleagues.
- I am required to monitor and give feedback and coaching around call handling metrics and call handling methods, habits, and process adherence. I do this through call listening and analysing call handling data.
- I support colleagues who require adjustments and guidance around health and well-being whilst in work. As well as managing their absence and attendance where necessary.
- I address and coach areas for improvement amongst colleagues through robust conversations, setting expectations and engaging HR where required to ensure colleagues are aligned with the groups code of ethics and conduct rules.
- I organise, plan and conduct bi-weekly 121 meetings and wellness catch ups with my colleagues, where feedback is given, and call handling metrics are reviewed.
- I attend weekly performance meetings to understand service pressures, areas of focus around call handling and priorities as a management group.
- One key aspect of my role is being available in the moment for our customer facing colleagues who are taking inbound customer calls, when they need support. This may be support around which process to follow and what to advise a customer. This could also include providing well-being support to a colleague who had experienced an abusive customer.
Nursery Practitioner
Children’s Place Nursery
Halifax
2017.01 - 2021.01
- At the nursery I am heavily involved with the care of children aged 2-3 years old. In this role I must work with the team to provide a high standard of physical, emotional, social and intellectual care for the children, in order to provide an environment in which all children can learn, develop and play. The role also requires me to often work and liaise with parents of the children and provide reports on the children’s development.
- Protect and promote the health and well-being of children
- Ensure that safeguarding procedures are followed
- Promote positive relationships in the early years setting
- Support children’s learning and development through play
- Be a ‘key person’ to a small group of children and build positive relationships with their families
- Monitor children’s progress to ensure they reach their developmental targets
- Plan and create activities which keep children engaged throughout the day
- Enable children to become more independent
- Help prepare children for the transition into school life
Shopkeeper
Booze Pharma-C, Halifax
Halifax
Education
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Park Lane Academy
2011.01 - 1 2016
NVQ Level 2 - Childcare
Huddersfield New College
2016.01 - 1 2017
NVQ Level 3 - Childcare Apprenticeship
Woodspeen Training
Huddersfield 2017.01 - 1 2018
Skills
- Team collaboration
- Task prioritisation
- Efficient time management
- Team leadership skills
- Telephony systems
- Learning agility
- Interpersonal skills
- Reliability and punctuality
- Written communication
- Creative problem-solving
- Organising and planning
- Fluent in English and Lithuanian
- Certified first responder
- Decision-making precision
References
References available on Request.