• Solution and quality oriented with exceptional multitasking, organizational and analytical skills.
• Enthusiastic, responsible and proactive.
• Able to work individually and as a part of a team.
• Fluent in spoken and written in a three languages: Russian, English, Lithuanian.
New Agent Compliance Coordinator, AML Compliance
at Western Union
August 2016 - September 2019
Provide Anti Money Laundering compliance checks and approvals for the new and existing multilingual corporate Western Union clients within agreed SLAs. Identifying policies and procedures that need to be updated, suggesting how it can be maintained and completed. Archiving KPI’s whilst maintaining excellent quality that meet the identified targets. Escalating to head of AML compliance team suspicious cases for further investigation. Perform transaction analysis to detect suspicious money transfer operations. Collaboration within compliance team in order to keep up-to-date applicable compliance manuals and procedures in accordance with country requirements.
Agent database administrator
at Western Union
May 2015 - August 2016
Participating in different trainings, meetings and projects that are related to implementation of work processes. Submitting different requests from Agents and implementing changes by adding, modifying, deleting operators, terminals, new location and location general info, reinstating payment limits for accounts, using databases such as AS400, Midgard, ARC+, WUPOS Management and Excel. Coordinating various functional duties based on operations, technical and compliance field. Communicating with MT-East region agents (Russian speaking) and WU team in order to provide high technical performance and support to a daily duties.
Air Ticketing Agent/Back office Customer support specialist
at UAB Interneto Partneris
February 2014 - May 2015
Collaboration with IT department, call center and other partners resolving all queries for customer’s needs. Confers with call center via CRM system in order to provide accurate information regarding various issues about air tickets and additional services. Working with purchase orders, fees claims and other transactions through the greitai.lt integrated Sale/Purchases system. Identifying not found customer’s sale invoices ensuring that the payment has been processed timely. Responsible for issuing all airline tickets and ticket reissues in GDS systems. Processing manual ticket refunds (e.g. cancellations) through BSP link or GDS systems. Liaising with airlines all over the world due to involuntary schedule changes/flight cancellation in order to provide a new alternative and reissued air ticket.
Russian Customer Service Advisor
April 2013 - October 2013
Performing everyday support to customer’s queries within a timeframe. Participating in new customer engaging project for Russian social media market (vkontakte.ru/com). Handling customers across different platforms, including Social Media, Email and Live Chat. Communicate with colleagues across Customer Care to identify and highlight trends in any customer queries.
Executive Assistant - Travel Industry
at UAB Rojaus Krantas
November 2008 - June 2010
Closely collaborating with Baltic Turkish Culture Association in Vilnius. Was responsible to perform a range of essential administration duties: organizing cognitive tours, arranging inbound/outbound flights, insurance and accommodation for Lithuanian and international travelers. Handling customer’s requests using GDS reservation system (AMADEUS). Through various conversation channels was liaising with travel partners, including airlines and hotels representatives.
Customer Service Representative
at UAB Bite Lietuve
November 2004 - May 2005
Provision of the information to customers on products, services, rate plans and promotion campaigns. Solving customer issues and consulting the customers. Using CRM to switch on/off customer services according to requests. Implementing various tasks using different technical platforms.
at Vilniaus Universiteto Tarptautinio Verslo Mokykla
2006 - 2009 (3 years) Vilniaus Apskritis
at Vilniaus Kolegija
2003 - 2006 (3 years) Vilniaus Apskritis
Knowledge and keywords