Location
LatviaRate
$15
/ per hour
Years of experience
1+About
I am a dedicated professional with a strong background in customer experience development, sales communication training, and aviation security instruction. Currently, as a CX Developer and Sales Communication Trainer at Luminor Group, I design and implement customer service and sales processes across the Baltic region. My role involves aligning sales mindsets, designing training programs, and leading training sessions for frontline employees. I am passionate about advocating for a customer-centric approach and continuously seek ways to enhance efficiency and organizational goals through improved training and process design. Before my current role, I spent nearly a decade at Riga Airport, where I advanced from an Aviation Security Inspector to a Senior Aviation Security Training Instructor. My responsibilities included developing and updating aviation safety training programs based on international and local regulations, organizing training sessions, and conducting both face-to-face and online training. I also specialized in training related to dangerous goods regulations and persons with reduced mobility (PRM). My experience in high-stress environments and my strong oratory skills have equipped me to handle complex training needs effectively, always aiming for excellence in both individual and team achievements.Tech Stack
CX, Microsoft Teams, Miro, Project Management, ZoomExperience
- Designed, implemented, and maintained customer service and sales processes across the Baltic region, ensuring alignment and efficiency.
- Created and delivered training programs for frontline employees, focusing on customer-centric sales and service, ensuring professionalism and engagement.
- Developed and updated aviation safety training programs based on international, EU, and Latvian law, tailored to specific job roles.
- Provided training instruction for Persons with Reduced Mobility (PRM) and Dangerous Goods regulations, ensuring compliance and safety in aviation operations.
- Initiated and coordinated local and pan-Baltic procedures and projects focused on customer-centric approaches and sales communication.
- Conducted both face-to-face and online training sessions using tools such as Zoom, MSTeams, and Miro, adapting to various training environments.
- Monitored security processes, operated technical equipment for security inspections, and ensured compliance with airport regulations at Riga Airport.
Employment history
CX Developer/Customer Relationship Building and Sales Communication Trainer, Luminor Group
April 2023 - Present
- Design, implement, and maintain customer service and sales processes across the Baltic region.
- Align sales mindset across all channels and adjust training designs to ensure efficiency.
- Design and deliver training programs for frontline employees in a professional and engaging manner.
- Initiate and coordinate local and pan-Baltic procedures and projects focused on customer-centric approaches.
- Prepare process descriptions, guidelines, and documentation necessary for training and operations.
- Advocate for a customer-centric sales and service mindset in project development.
- Identify areas for improvement to enhance efficiency and achieve organizational targets.
Senior Aviation Security Training Instructor/PRM Training Instructor, Riga Airport
June 2021 - March 2023
- Developed and updated aviation safety training programs based on international, EU, and Latvian law.
- Organized and conducted training from staff selection to certification, including stress resistance and EQ tests.
- Conducted face-to-face and online training using tools like Zoom, MSTeams, Miro, and others.
- Managed training and test development platforms such as iSpring, CassMarker, and LMS.
Aviation Security Training Instructor, Riga Airport
February 2019 - June 2021
- Developed and updated aviation safety training programs tailored to specific job roles.
- Organized and conducted training, including staff selection and certification processes.
- Conducted training sessions both in-person and online, using various digital tools.
- Ensured compliance with international, EU, and Latvian regulations in all training programs.
Aviation Security Inspector/Lead of Practical Training, Riga Airport
September 2017 - February 2019
- Monitored security processes in the buildings and territory of Riga International Airport.
- Worked with technical equipment for various security inspections and ensured compliance with regulations.
- Planned and conducted practical training for new employees.
- Collaborated with airport law enforcement to maintain security standards.
Aviation Security Inspector, Riga Airport
July 2013 - September 2017
- Monitored security processes within the airport’s buildings and territory.
- Operated technical equipment for security inspections.
- Ensured compliance with airport law regulations.
- Collaborated with security teams to maintain high safety standards.
Education history
IATA Training
Dangerous Goods regulations training instructor
RISEBA University
Bachelor's degree, Business psychology - human resources
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