Inga Luksiene
Cork
Summary
Results-driven Support Operations Lead with extensive experience in customer support, and people management across the technology and hospitality industries. Proven ability to lead global projects, optimize processes, and deliver exceptional service. Strong analytical, organizational, and communication skills with a focus on quality assurance and customer satisfaction.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Support Operations Lead (PM)
Red Hat
07.2022 - Current
- Supervising the EMEA Customer Service (CS) team to ensure operational efficiency by cultivating Red Hat culture and Red Hat's open management practices.
- Conducting regular 1-to-1 meetings with each team member to align priorities, advise on problem solving and delegate tasks based on their interests and aptitudes.
- Initiating and managing CS and cross-functional global projects for process improvement.
- Conducting closed loop reviews and performance assessments to ensure positive customer satisfaction through quality and operational consistency.
- Running and analyzing team's performance reports to identify trends and gaps.
- Communicating process and tooling changes along with internal policies to insure continuity.
- Acting as the primary escalation point for customers' critical issues.
- Preparing and delivering presentations on QBR, projects and initiatives and other.
Support Operations Lead (Associate PM)
Red Hat
04.2020 - 07.2022
- Supervising EMEA CS team in absence of the manager.
- Managing day-to -day operations to ensure SLAs and high quality standards.
- Providing training on processes and operational procedures to the global team of 56 people.
- Initiating and managing CS regional and global projects.
- Conducting quality assessments and closed loop reviews globally.
- Preparing rosters for the CS team.
- Driving cross - departmental collaboration to improve a collaborative environment with stakeholders to close the existing gaps and improve customer experience.
- Preparing and delivering presentations for GSS All hands and Sales Productivity calls.
Senior Customer Service Representative
Red Hat
05.2018 - 04.2020
- Acting as a team Leader for EMEA Customer service team.
- Providing customer support via tickets and calls.
- Collaborating on projects initiated by senior management with the focus on process optimization.
- Partnering with cross-functional teams, such as CEE Customer Success Enablement, Billing and Revenue, GDPR team, Renewal team, Information Management, Sales, Training, Partner, and IT GES teams to achieve common goals cross-functionally.
- Preparing Training Material and knowledge tests for New Hires
- Conducting New Hire and advanced training for Customer Service across the regions.
- Documenting customer feedback and following up with CS associates as part of closed loop reviews
- Initiating and drafting processes for Customer Service
Customer Service Representative
Red Hat Inc.
10.2016 - 05.2018
- Working with purchase orders, invoices and assisting distributors with credit requests, rectifying any mistakes or problems with orders.
- Assisting customers with queries related to Red Hat Customer Portal.
- Providing info on internal and external customers account status and inventory.
- Dealing with customers' order fulfillment issues.
- Resolving partners activation keys and service tags.
- Processing subscription from one account to another account.
- Validating and issuing subscription trials.
- Working closely with Revenue, Order Management ,Customer Data and Technical Support and Sales teams to complete customers requests and resolve issues.
Client Account Manager
Starwood Hotels & Resorts Worldwide, Inc.
05.2011 - 10.2016
- Providing personalized service to the most elite clients while handling as a single point of contact for all their requests and issues.
- Managing a portfolio of clients while building a long lasting relationship and driving revenue and loyalty to a company.
- Updating and managing of the clients accounts.
- Performing knowledge base research.
- Making decisions and resolving a variety of complex escalated issues without a supervision.
Ambassador Service Hotel Coordinator
Starwood Hotels & Resorts Worldwide, Inc.
10.2010 - 05.2011
- Acting as a point of contact for Starwood hotels.
- Providing necessary information and support to the hotels in Europe and Middle East.
- Building and maintaining relationship with the hotel’s management.
- Providing support to the operational needs of the Cork Customer Contact Centre.
- Communicating internally and externally with other departments.
- Providing support to Customer Experience managers – Ambassadors.
- - Delivering on ad-hoc assignments as business requires.
Reservations Sales Associate
Starwood Hotels & Resorts Worldwide, Inc.
08.2009 - 10.2010
- Handling incoming German, American, Russian and English international calls and converting them into sale
- Researching, confirming, changing and cancelling hotel reservations including award reservations
- Providing Platinum Desk service, including stay and non stay related services
- Making customers aware of services and involved in loyalty programs
- Creating a solution for a customer based on his preferences, providing advice and information on a subject (product) including special offers and promotions
- Maintaining and updating clients accounts
- Meeting monthly sales targets
Education
Master of Education (M.Ed.) - English and German Languages
Vilnius University
Vilnius01.1998
Bachelor of Arts (B.A.) - German Philology (German language teacher)
University of Educational Sciences
Vilnius01.1996
Skills
- Operations Management
- People Management
- Process Development (PD)
- Process Documentation
- Process Efficiency and Improvements
- Process Standardization
- Quality Improvement
Accomplishments
- Leader of the Global Process Alignment project (GPA) that resulted in alignment of regional processes and issuing of 72 bullet - proof processes that can be found in one single place - CS documentation hub and that became a single documentation reference for all global CS operations.
- Author of 37 global CS processes, 1 process for Engineering teams (Quay.io employee subscriptions) and 2 processes for Sales Org (Assignment and Order Fulfillment / Renewal notifications)
- Creator of the Global Stand Operating Procedure (SOP) that helped to achieve operational uniformity for Customer Service globally.
- A member of CEE Workflow &Tooling Council where major contributions were made to CEE process improvements. Participated in the ''Shark Tank'' contest where the drafted workflow was rated with 9 points from max 10.
- Initiator and creator of the Global Customer Training Program - Customer Service New Hire Learning Path that contains a structural material, presentations and videos followed by a quiz for each completed module (17 modules in total).
- Initiator and creator of EMEA Quality Assessment (QA) system, based on which the global Customer Service QA was created that helped to drive operational quality, increased customer satisfaction score and significantly facilitated associate performance and development reviews by the manager. It also contributed to the CS associates role leveling.
AWARDS:
- Rockstar of the Quarter Exceed award winner of CY22'Q4
- Quintessential Collaboration Exceed award winner of CY22Q4
- Quintessential Collaboration Exceed award winner of CY22Q1
- Quintessential Collaboration Exceed award winner of CY23Q1
- Cork Outstanding Performance Award Winner in FY20'Q3
- Exceed award winner in Q1+Q2 2020 - Ring Leader
- Customer Service Week 2021: Team Advocate Winner
- The Top performer award, Nov, 2011 and Apr, 2014
- The Top Converter 2010
Certification
- Certificate in Advanced English, University of Cambridge, certificate number 0018412264, 06/01/07
- Word Processing NIAT: Advanced, eDCC Oxford, Cambridge and RSA, NIC0287742, 11/01/06
- Presentation NIAT: Advanced, DCC Oxford, Cambridge and RSA examinations, NIC0288159, 11/01/06
- Graphs and Charts NIAT: Advanced, eDCC Oxford, Cambridge and RSA examinations, NIC0289196, 12/01/06
- Spreadsheet NIAT: Advanced, eDCC Oxford, Cambridge and RSA, NIC0289303, 12/01/06
References
Available upon request
Languages
Lithuanian
Native language
English
Advanced
C1
German
Proficient
C2
French
Intermediate
B1
Polish
Upper intermediate
B2
Russian
Proficient
C2
Dutch
Beginner
A1
Timeline
Support Operations Lead (PM)
Red Hat
07.2022 - Current
Support Operations Lead (Associate PM)
Red Hat
04.2020 - 07.2022
Senior Customer Service Representative
Red Hat
05.2018 - 04.2020
Customer Service Representative
Red Hat Inc.
10.2016 - 05.2018
Client Account Manager
Starwood Hotels & Resorts Worldwide, Inc.
05.2011 - 10.2016
Ambassador Service Hotel Coordinator
Starwood Hotels & Resorts Worldwide, Inc.
10.2010 - 05.2011
Reservations Sales Associate
Starwood Hotels & Resorts Worldwide, Inc.
08.2009 - 10.2010
- Certificate in Advanced English, University of Cambridge, certificate number 0018412264, 06/01/07
- Word Processing NIAT: Advanced, eDCC Oxford, Cambridge and RSA, NIC0287742, 11/01/06
- Presentation NIAT: Advanced, DCC Oxford, Cambridge and RSA examinations, NIC0288159, 11/01/06
- Graphs and Charts NIAT: Advanced, eDCC Oxford, Cambridge and RSA examinations, NIC0289196, 12/01/06
- Spreadsheet NIAT: Advanced, eDCC Oxford, Cambridge and RSA, NIC0289303, 12/01/06
Master of Education (M.Ed.) - English and German Languages
Vilnius University
Bachelor of Arts (B.A.) - German Philology (German language teacher)
University of Educational Sciences
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