Saima Lazickaite
Bournemouth
Summary
A highly skilled professional with strong focus on self-motivation and detail orientation, excelling in omnichannel sales journeys and adherence to high customer service standards. Demonstrates exceptional emotional intelligence, critical and creative thinking, and effective workflow management. Proven ability in complaint resolution, inter-department collaboration, and staff education and training. Committed to leveraging business knowledge for enhanced customer experiences while pursuing opportunities for professional growth. Looking for another challenge and chapter in my career to learn and unlock new skills and opportunities.
Overview
9
9
years of professional experience
2018
2018
years of post-secondary education
1
1
Certification
Work history
OPI Customer Services Team Leader
Wella Company
Bournemouth
12.2022 - 07.2025
- Ensuring KPI's are met and delivered by team on daily basis
- Completed documentation and logs each day, generating detailed reports monthly
- Liaised with other departments for seamless coordination of customer inquiries, achieving faster response times such as Education, Trade Marketing, Planning, Finance & Distribution
- Daily usage of SAP, Content Guru, Hybris, Shopify & TikTok application to support customer journey
- Managing customer complaints and owning customer journey and enabling team with tools to do same
- Monitoring team's performance, providing constructive feedback for continuous improvement
- Participating in projects and performing UAT's to enable new functionalities into business
- Supporting yearly CPI's
- Running annual customer satisfaction survey for Pro Hair & OPI
- Facilitating team meetings and trainings to ensure team performance, foster inclusive and supportive environment within
Telesales Team Leader
Wella Company
Bournemouth
07.2021 - 07.2025
- Managing and motivating Sales Team for OPI and Wella
- Monitoring productivity via weekly/monthly trackers to ensure targets are achieved
- Communicating with team on weekly/daily basis where providing support and development to make instant impact
- Attending Sales Management/Area Team meetings to ensure knowledge and training is preserved and passed
- Exploring options to maximize and drive sales by liaising with Sales and Education
- Participating and delivering additional projects such as Customer Survey and BT Projects
- Currently working towards Target and Incentive structure improvement
OPI Customer Services Deputy Team Leader
Coty UK&I LTD/Wella Company
Bournemouth
07.2019 - 07.2021
- Provided leadership and direction for employees by supervising activities that drives daily productivity and efficiency measures
- Deliver ongoing support to line manager with various projects
- Completed documentation and logs each day and generated reports detailing activities when required
- Responded promptly to general inquiries from members, staff and customers via e-mail and phone as well as resolved issues independently each day
- Assisted senior management when required through recruitment process
- Worked with new hires to educated on various customer service tasks, product specifications and company procedures
- Updated customer orders from start to finish with accuracy and efficiency
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
- Gained credibility and support from team members
Department Manager
Hennes & Mauritz AB
Bournemouth, Dorset
07.2018 - 07.2019
- Responsible for maintaining overview of whole store on daily basis and ensuring expectations are met, right priorities set, and procedures are planned for entire day
- Planning and using delivery schedules to maintain maximum stock levels on shop floor
- Always available to coach and train employees on Best Practices
- Following up and analysing weekly sales reports to maximise selling in line with merchandising guidelines
- Strategically scheduled team members to maintain optimum staffing levels at all times
- Recruiting new employees to fulfil available vacancies
- Managing staff absence levels in accordance to company's policy
- Ensuring that excellent customer service is delivered at all time by myself and team
Sales Advisor
Hennes & Mauritz AB
Bournemouth, Dorset
07.2017 - 06.2018
- Shared best practices for sales and customer service with other team members to help improve shop's efficiency
- Actively pursued personal learning and development opportunities
- Stocked and replenished merchandise according to shop merchandising layouts
- Identified potential shoplifters and alerted management
- Handled all customer relations issues in gracious manner and in accordance with company policies.
- Mentored new sales associates to contribute to shop's positive culture.
- Completed all point of sale opening and closing procedures, including counting contents of cash register.
Trainee Conference and Banqueting Assistant Manager
Harbour Heights Hotel
Poole, Dorset
05.2016 - 04.2017
- Delivery of high customer services, when coordinating various events such as weddings, conferences, private dining, wakes and more
- Leading team and providing clear directions for department by maintaining highest standards
- Briefing team on daily basis and liaising with other departments to ensure clear communication as to business requirements
- Evaluating new employee's performance management by completing probationary reviews
- Completing Rota Horizon on a weekly by meeting stuffing requirements
- Training and coaching new members of staff, while contributing to Hotels' Training Plan
- Experience in different business department such as sales, marketing to present and up sell product/service
Education
Bachelor of Arts - Business Studies with Operations and Project Management
Bournemouth University
Skills
- Independent and proactive
- Detail-orientated
- KPI achievement
- SAP utilisation
- Great time management skills
- Omnichannel sales journey
- Adherence to high customer service standards
- Critical and creative thinking
- Business knowledge
- Workflow optimization
- Complaint resolution
- Collaborative project execution
- Staff education and training
- Project participation & coordination
Certification
- Classic Keratin & Botox treatment certificate for hair - BBOne
- Nail Technician Diploma Award - New Skills Academy
- Microsoft Excel - Excel from Beginner to Advanced - Udemy
Additional information
- Passion for beauty
- Full driving license
Timeline
OPI Customer Services Team Leader
Wella Company
12.2022 - 07.2025
Telesales Team Leader
Wella Company
07.2021 - 07.2025
OPI Customer Services Deputy Team Leader
Coty UK&I LTD/Wella Company
07.2019 - 07.2021
Department Manager
Hennes & Mauritz AB
07.2018 - 07.2019
Sales Advisor
Hennes & Mauritz AB
07.2017 - 06.2018
Trainee Conference and Banqueting Assistant Manager
Harbour Heights Hotel
05.2016 - 04.2017
Bachelor of Arts - Business Studies with Operations and Project Management
Bournemouth University
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