Summary
Overview
Work History
Education
Skills
Extracurricular Experience
Languages
Timeline
Generic

Rihards Pauka

London

Summary

Goal-oriented and customer-focused individual with a strong background in innovation and project management. Wealth of experience in driving business development for organizations through applying operations expertise in digital solutions start-ups. Skilled at working effectively in culturally diverse teams and adept at establishing strong relationships with stakeholders.

Overview

6
6
years of professional experience

Work History

Senior Operations Associate

Fixter
01.2024
  • Led and managed special projects aimed at improving the operational capabilities and achieving strategic objectives - planning backup driver outsourcing and smart collection and delivery initiatives
  • Restructured and automated data reporting of the driver business function in BigQuery
  • Managed a team of operations associates, monitored KPIs and organised 1:1 performance reviews
  • Worked closely with senior management to develop and execute operational strategies that align with Fixter's long-term goals.

Operations Associate

Fixter
06.2022 - 12.2023
  • Oversaw and optimised all aspects of driver operations to meet customer satisfaction, cost efficiency, and driver performance targets
  • Recruited and onboarded new drivers for 5 markets in the UK, achieved and exceeded monthly recruitment targets
  • Planned logistics and routes on a daily basis being the key point of contact for drivers on daily issues and queries, +120 drivers' tasks daily
  • Coordinated live operations with the Customer Support team
  • Led accident resolutions involving Fixter drivers
  • Worked on drivers' cost project to optimise bonuses in order to reduce average drivers' cost per booking
  • Worked on a service quality project reducing drivers' lateness from 35% to 9%.

Sales & Customer Service Representative

Fixter
09.2021 - 05.2022
  • Built professional relations with garages and solved their queries
  • Handled customer allocation to garages
  • Contributed to customer allocation process improvements that increased the efficiency of bookings being accepted
  • Identified potential problem locations in the company's garage network based on the data
  • Garage onboarding in England, Scotland and Wales
  • Customer Service - handled customer queries via phone, live chat, emails
  • Reduced issues with garages due to pricing and vehicle collection distance
  • Decreased customer complaints related to garage allocation operations
  • The aforementioned activities contributed to reducing the cancellation rate from 35% in January 2022 down to 13% in April 2022.

Innovation Research Intern

Vefresh
02.2021 - 05.2021
  • Researched, analysed and presented information about state-owned enterprises and their financing instruments in smart cities
  • Developed internal research for Vefresh on C40 Cities and possible engagement in the network for Riga, Latvia.

Operations Manager, Co-founder

qrUgo
01.2018 - 06.2020
  • Developed Digital Tourism Strategy for Frederiksberg Erhverv
  • Secured partnerships with 15 local boutiques and business association
  • Developed and managed a sales pipeline consisting of potential leads
  • Managed relationships with clients necessary for service implementation
  • Advised and supported clients on software utilisation
  • Created landing pages for the users of the service
  • Created presentations and infographics for potential partners and clients.

Education

MSc in Economics and Business Administration - Management of Innovation and Business Development

Copenhagen Business School
06.2020

BSc in Business Administration - Service Innovation

Copenhagen Business School
06.2018

Skills

  • MS Office (expert)
  • Salesforce (proficient)
  • SQL (intermediate)
  • Google Looker Studio (intermediate)
  • ActiveCampaign (intermediate)
  • Operations Management
  • Project Management
  • Strategic Planning
  • Cost Savings and reduction

Extracurricular Experience

Mentor, 10/2023 to 05/2024, 

Upgrade Education, Europe (Remote), 

Guided high school students through the application process to the leading universities in Europe.

Languages

Latvian
Native language
English
Proficient
C2

Timeline

Senior Operations Associate

Fixter
01.2024

Operations Associate

Fixter
06.2022 - 12.2023

Sales & Customer Service Representative

Fixter
09.2021 - 05.2022

Innovation Research Intern

Vefresh
02.2021 - 05.2021

Operations Manager, Co-founder

qrUgo
01.2018 - 06.2020

MSc in Economics and Business Administration - Management of Innovation and Business Development

Copenhagen Business School

BSc in Business Administration - Service Innovation

Copenhagen Business School

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Rihards Pauka