Jolita Bartaseviciute
Summary
I am a dedicated Senior Level Manager with 9 years of experience. I have a demonstrated history of meeting company goals and promoting best practices, I thrive under pressure and adapt to challenges with ingenuity and resilience. I am very keen to adapt my existing knowledge and skills to a new venture, I have an excellent reputation for resolving problems, managing various audiences and improving business operations.
Overview
13
13
years of professional experience
15
15
years of post-secondary education
Work history
Head of Customer Care
Persimmon Homes South East
06.2023 - Current
- Senior Management level with responsibilities for operations of South East Region
- Attending conferences to present and participate, boosting the visibility of the company in line with the competitors
- Liaising with all stakeholders and contributing to the strategic business operations
- Representing the company in any legal and media matters
- Improving key operations, efficiency, KPI's and reputation through official channels
- Responsible for budgets, allocated costs and commercial improvement of maintenance operations
- All duties as below Customer Care Manager role
Customer Care Manager
Persimmon Homes South East
06.2021 - 06.2023
- Managed all activities of a department of 12 members of staff and further members of construction team, suppliers and contractors
- Oversaw training and mentoring of new team members, promoting productivity and quality service
- Attended management, board and all senior staff meetings
- Attended on-site contractor and staff meetings, visited customers, performed on site construction quality inspections
- Managed large construction remediation projects
- Drove customer retention, building engaging relationships through every interaction.
- Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
Assistant Manager Customer Care
Persimmon Homes South East
03.2017 - 06.2021
- Invoicing, wages and other accounts duties for the department
- Time schedules, works sheets for the site teams, subcontractors and other operatives
- Management of escalated customer cases and complaints
- Dealing with customers by phone, email or letters
- Identification of training needs for customer care co-ordinators and customer care technicians
- Recruitment and induction of new staff members in the customer care department
- Conduction of annual appraisals with staff
- Management of the department, 7 in office and 7 mobile staff
- Attending director and management meetings,company progress data analysis and presentation
- Compilation of reports for bi-monthly board management meetings
- KPI monitoring, target setting for the customer care team
- Visiting customers with escalated complaints
- Quality inspection visits to the new build properties in pre-completion stages
- Sending official letters on behalf of Managing Director and other senior management within the company
Customer Care Administrator
Persimmon Homes South East
04.2015 - 03.2017
- Producing various reports, including board pack and maintenance spend report
- Managing customers' accounts
- Dealing with customer correspondence -emails, phone calls and letters
- Warranty work orders to trades
- Spreadsheets, presentations, reports
- Filling and archiving
- Maintaining the condition of the office and arranging necessary repairs
- Administrative cover to each department when necessary
Customer Service Advisor
The Money Shop UK
05.2013 - 04.2015
- Banking industries
- Various financial services (cheque cashing, currency exchange, money transfers, financial and property loans)
- Cash Handling
- Complaints handling
- Working in line with FCA regulations
- Training and development of staff members
- Responsible for store standards and staff members performance
- Auditing
- Setting targets and managing the team in the absence of the shop manager
Junior Office Administrator
Maple Leaf Ltd
07.2012 - 05.2013
Retail supervisor
Winner Sport Lithuania
04.2011 - 07.2012
Education
Diploma - Business Management
Brighton School of Business and Management
06.2014 - 07.2017
Business & English Language Studies
Vilnius Business College
09.2011 - 05.2012
Vilnius Senvages Gymnasium
09.1999 - 05.2011
Skills
- Drivers licence
- Longstanding leadership skills
- Knowledge of Microsoft, Outlook, Power Point, Excel and other operational systems (commercial and customer based)
- Extensive knowledge of business improvement and operational management
- Public speaking, presentations and client liaison
Additional Information
- A large selection of additional certificates as well as diplomas gained through excelling at work can be provided upon request.
- Several professional references are attached with the CV,
Languages
Lithuanian
Native
English
Fluent
Russian
Advanced
Timeline
Head of Customer Care
Persimmon Homes South East
06.2023 - Current
Customer Care Manager
Persimmon Homes South East
06.2021 - 06.2023
Assistant Manager Customer Care
Persimmon Homes South East
03.2017 - 06.2021
Customer Care Administrator
Persimmon Homes South East
04.2015 - 03.2017
Diploma - Business Management
Brighton School of Business and Management
06.2014 - 07.2017
Customer Service Advisor
The Money Shop UK
05.2013 - 04.2015
Junior Office Administrator
Maple Leaf Ltd
07.2012 - 05.2013
Business & English Language Studies
Vilnius Business College
09.2011 - 05.2012
Retail supervisor
Winner Sport Lithuania
04.2011 - 07.2012
Vilnius Senvages Gymnasium
09.1999 - 05.2011
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