About
CX and self-service operations leader with 10+ years across complex, regulated multi-market environments, including interim Head of Department responsibility.
Expert in cross-functional stakeholder coordination, process optimization, and large-scale chatbot/AI automation across 28+ global markets.
Driven by a habit of digging into root causes to build scalable, future-proof fixes for operational friction.
What I'm looking for
Targeting remote opportunities as a Product Owner, Digital CX Operations Manager, or Knowledge Architect. I thrive in autonomous environments where performance is judged on outcomes. I want to partner with proactive, roll-up-your-sleeves peers who care deeply about the user experience, aren't afraid to say 'I don't know,' and enjoy collaborating to map out solutions. My goal is a role where I am given the trust to audit complex, broken processes and systematically engineer a better way forward.
Experience
CS Self-Service Ops Manager (Interim Head of Department)
ENTAIN GROUP LTD
Jul 2019 – Jul 2025
● Interim HoD for 4 months: maintained roadmap delivery and operational stability during leadership transition, while directing team priorities
● Key stakeholder in chatbot vendor replacement - defined POC success criteria and post-launch KPIs for vendor contract; compiled technician evaluations, determined reporting requirements and built performance dashboards for C-suite review
● Caught critical chatbot logic loop post-launch; bug had been blocking 15% of customers from reaching support; resolution implemented within the week
● Rolled out chatbot journeys across 3 new markets (France, Greece, Netherlands), coordinating content flows, scoping, translations and regulatory compliance to achieve 16% deflection within 60 days
● Directly managed 2 Graphic Designers (Manila): development plans, performance reviews, workload. Delivered global FAQ revamp improving engagement by 20%
● Prepared monthly Steerco reports for executive leadership, linking departmental performance and roadmap progress to business objectives
Chatbot LogicPowerBIStakeholder ManagementSQLZendeskCSSJourney MappingCX OperationsContent CoordinationCustomer SupportProcess Improvement
Personal Assistant to the Owner
WARREN EVANS
Jan 2011 – Dec 2015
● Supported owner through SME growth phase
● Managed all internal/external communications for the owner; delegated cross-departmental tasks and streamlined executive workload during a significant company growth phase
● Introduced minute-taking for marketing, P&L and product development meetings; managed travel, photoshoots, tax preparation and marketing inventory
● Delivered 20% increase in annual savings through introduction of a structured personal budgeting process
Communications ManagementBudgetingMeeting Coordination
Restaurant Coordinator
WALDORF HILTON HOTEL
Jan 2008 – Dec 2011
● Role evolved from Hostess to Coordinator within first year; managed third-party booking agent contracts (Last-minute.com, Travelzoo, Groupon), increasing covers and restaurant visibility
● Introduced advance payment procedures for special events, preventing £10k revenue loss during Christmas period
Contract ManagementBooking SystemsRevenue Protection
Education
University of Michigan
Introduction to SQL
2025
Pitman Training
Executive PA Diploma
2012
Kaunas University of Technology
BA · Business Management
2009
Skills
Knowledge ManagementRetention StrategyCSMChange ManagementAgile / ScrumStakeholder ManagementCustomer Journey MappingData Analysis & InsightsUX OptimizationUser Acceptance TestingRoot cause analysis (RCA)Remote team managemetKPI design and refinementzendesk adminchatbot logic
Languages
English (Native or bilingual proficiency)Lithuanian (Native or bilingual proficiency)Spanish (Limited working proficiency)Portuguese (Elementary proficiency)
