Nikolajs Švackis
Rīga
Summary
Seasoned Operations Manager and talented leader with [Number] years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
5
5
years of professional experience
Work History
Quality Operations Manager
Webhelp Latvia
08.2022 - 06.2023
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Senior Quality Coach
Webhelp Latvia
02.2022 - 07.2022
- Monitored staff organization and suggested improvements to daily functionality.
- Tracked quality issues with external customers, suppliers, and internal plant operations.
- Established and tracked quality department goals and objectives.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Recorded, analyzed, and distributed statistical information.
- Evaluated interactions between associates and customers to assess personnel performance.
- Determined quality department standards, practices, and procedures.
- Implemented new quality assurance and customer service standards.
- Reported production malfunctions to managers and production supervisors.
- Skilled at working independently and collaboratively in a team environment.
Quality Coach
Webhelp Latvia
07.2018 - 01.2022
- Monitored staff organization and suggested improvements to daily functionality.
- Tracked quality issues with external customers, suppliers, and internal plant operations.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Established and tracked quality department goals and objectives.
Education
Bachelor of Science - Financial Management
University of Latvia
Rīga12.2025
No Degree -
Riga Secondary School Nr. 15
Rīga07.2009
Skills
- Team Leadership
- Goal Attainment
- Stakeholder Relations
- Process Improvement Strategies
- Operations Oversight
- Project Management
- Maintaining Compliance
- Management Training
- Conflict Mediation
- Employee Motivation
- Staff Management
- Report Generation
- Business Intelligence
- Productivity Improvement
- Performance Monitoring and Evaluation
- Customer Relationship Management
- Policy and Procedure Implementation
- Regulatory Compliance
- Leadership
- Continuous Improvements
- Recruiting and Hiring
- Resource Coordination
- Microsoft Office Expertise
- High-Pressure Environments
- Client Relations
- Interpersonal Communications
- Management
- Business Development Understanding
- Operation Monitoring
- Quality Assurance and Control
- Business Planning
- Workflow Planning
- Schedule Oversight
- Employee Relations
- Staff Training
Languages
Russian
Native language
Latvian
Advanced
C1
English
Advanced
C1
Timeline
Quality Operations Manager
Webhelp Latvia
08.2022 - 06.2023
Senior Quality Coach
Webhelp Latvia
02.2022 - 07.2022
Quality Coach
Webhelp Latvia
07.2018 - 01.2022
Bachelor of Science - Financial Management
University of Latvia
No Degree -
Riga Secondary School Nr. 15
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