Karolis Gailiunas
Shrule,Ireland
Summary
Professional with experience in customer support and conflict resolution, providing guidance to frontline staff in addressing the needs of vulnerable customers. Managed challenging interactions by consulting effectively with clients and stakeholders, ensuring compliance with information security protocols. Implemented a logging system that improved case resolution speed and tracking of customer issues. Developed comprehensive reporting tools using Excel and SharePoint, enhancing operational efficiency.
Overview
8
8
years of professional experience
Work History
Vulnerable Customer Support Agent
AIB
Galway, Ireland
06.2023 - Current
- Guidance to frontline staff in supporting our vulnerable customer
- Managed challenging customer interactions and conflicts.
- Consulted effectively with clients and stakeholders.
- Ensured compliance and information security.
- Enhanced customer experience through responsive support.
Data Analyst
KPMG
Galway
01.2022 - Current
- Vulnerable Customer Support Team
- Provide support and guidance to staff in branches and contact centers across the country to heighten awareness of vulnerable customer issues and facilitate proactive detection and effective intervention on a case-by-case basis
- Implemented the team's logging system, resulting in an increase in case resolution speed and allowing for better tracking of customer issues.
- Executed a comprehensive reporting system utilizing Excel Dashboard and Sharepoint, resulting in a reduction of time spent on report preparation.
- Data Remediation
- Collaborated with cross-functional teams to migrate data to new systems while minimizing downtime, resulting in a seamless transition for users and no loss of critical information.
Accommodation Supervisor
The Hardiman
Galway
01.2021 - 01.2022
- Managed the allocation of staff resources through close monitoring and projected future staff needs.
- Supervised staff, including development of team leaders to improve team management.
- Played a central role in household administration, including management, administration, and bookkeeping responsibilities.
Accommodation Supervisor
Maldron Hotel
Galway
01.2017 - 01.2021
- Assigned tasks to team members based on individual strengths and promoted a teamwork-driven environment to meet goals.
- Hired, appraised, trained, and disciplined members of the production team and provided constructive feedback for improvement of performance.
- Worked with quality control and compliance teams to achieve full compliance with regulations and SOPs.
- Ensured raw materials were accessible and equipment was operating at full capacity.
- Forecasted expected demands and created plans to accomplish objectives while maintaining budgets and maximizing employee satisfaction.
Education
QFA qualification - Qualified Financial Adviser
University College Dublin
Dublin 09-2023
Financial Analysis -
National University of Ireland, Galway
12.2021
Financial Maths and Economics -
National University of Ireland, Galway
12.2020
Skills
- Microsoft Office
- Word
- Excel
- Powerpoint
- Sharepoint
- Adaptability
- Attention to details
- Case management
- Excel dashboard
- Cross-functional collaboration
Websites
Hobbies and Interests
- Reading
- Chess
- Rubix cube solving
- Cycling
Languages
English
First Language
Lithuanian
Intermediate
B1
French
Beginner
A1
Timeline
Vulnerable Customer Support Agent
AIB
06.2023 - Current
Data Analyst
KPMG
01.2022 - Current
Accommodation Supervisor
The Hardiman
01.2021 - 01.2022
Accommodation Supervisor
Maldron Hotel
01.2017 - 01.2021
QFA qualification - Qualified Financial Adviser
University College Dublin
Financial Analysis -
National University of Ireland, Galway
Financial Maths and Economics -
National University of Ireland, Galway