Ieva Ozolina

IEVA OZOLINA 📧-| - | LinkedIn: Ieva Ozolina📍 Location: London, UK | Riga, Latvia 17+ years’ global experience in SaaS, e-commerce, CRM systems, and customer operations across EMEA, LATAM, and North America. Proven track record in leading high-performing teams, improving workflows, driving process standardisation, solving operational challenges, and collaborating with senior leadership to enhance KPIs, partner satisfaction, and service delivery. Process-driven enthusiasm. Relocating from London to Riga. CAREER HIGHLIGHTS 🌟 Led 10+ global support reps across EMEA, LATAM, US/Canada, driving #1 team rank in CSAT and service KPIs​ 🌟 Spearheaded process improvements, reducing ticket handling times and increasing adherence​ 🌟 with product, billing, legal, and onboarding teams to resolve complex escalations​ 🌟 Partnered Managed workforce data for 120+ agents, delivering actionable insights to leadership to optimize operational KPIs PROFESSIONAL EXPERIENCE Bridebook No1 Wedding App | CS DE Desk Team Lead | Operations Assistant Manager| London (Hybrid), UK​ Sep 2024 – Present | 160+ Employees • Lead support operations for German Desk, managing B2B/B2C billing pipelines (HubSpot, Chargebee) and troubleshooting invoice/payment issues; oversee SLAs and NPS metrics. • Optimise workflows, templates, and streamlining support processes to enhance service quality and operational efficiency. • Collaborate with Product, QA, and Engineering teams to troubleshoot bugs (Firebase), conduct A/B testing, and support product releases with clear communications. • Enhance internal knowledge systems (Notion, HubSpot): update playbooks, training resources, visual content, and onboarding materials to drive team effectiveness. • Recruit, onboard, and mentor new hires, fostering a culture of continuous improvement and collaboration. OpenTable | CS Team Lead Interim | Workforce Management Analyst Intern | Remote, London, UK​ Oct 2021 – Aug 2024 | Remote | 3,000+ Employees • Promoted to lead a remote team of 10+ CSRs across EMEA, LATAM, and the US, achieving #1 team ranking globally. • Analyzed and optimized workforce operations for 120+ agents: partnered with C-level and Workforce Management teams to identify root causes of adherence issues, streamline staffing models, and align scheduling with business needs, delivering actionable insights via custom reports and dashboards (Excel, Snowflake). • Updated the Salesforce Knowledge Base (3,000+ articles) to standardize processes. • Collaborated cross-functionally with Product, Engineering, Billing, and Account Management to resolve escalations, improve communication flows, and ensure operational alignment across departments. • Implemented coaching frameworks, 1:1 development plans, and targeted training interventions. OpenTable | Bilingual Technical CS Representative | Remote, London, UK • Achievements: “Best Service Agent” award (Aug 2023); improved operational efficiency and quality. • B2B/B2C technical Call Centre experience, including triage of integrations (Stripe, Google, Meta), volume: 400+ cases per Ieva Ozolina CV 2025 Page 1 month (phone, email, chat). Freelance and Part-Time Positions in Retail | West London, UK Dec 2017 - Oct 2021 • Part-time and freelance positions in retail, whilst raising a young family. Harrods | Senior Sales Associate, Ladies Fashion, Harrods Management Graduate | On-site, London, UK​ Nov 2008 – Dec 2017 | 5,000+ Employees • Completed Harrods BA Sales Degree (First Class); selected for Harrods Graduate Management Program. • Worked with senior leadership to deliver sales campaigns, improve customer experience, and optimise workflows. • Led Harrods Loyalty Card optimisation project, leveraging customer data to increase engagement with high-net-worth clients, notably in the Chinese market. EDUCATION & CERTIFICATIONS BA (Hons) Harrods Sales Degree (First Class), Anglia Ruskin University + Harrods -)​ BA (Hons) Art History, Criticism & Conservation, Art Academy of Latvia -) TOOLS & TECH CRM: Salesforce, HubSpot, Zendesk​ Knowledge Mgmt: Notion, Confluence​ SEO/Analytics: Ahrefs, Semrush, Google Analytics​ Data: Excel (Advanced), Snowflake, Google Sheets​ Communication: Slack, Zoom, MS Teams CERTIFICATES Marketing Path - Hubspot - in progress (2025) The Strategic Skills of Effective Data Scientists - LinkedIn - June 2024 Customer Service Leadership - LinkedIn - Issued Aug 2023 LANGUAGES Latvian: Native | English: Full Professional | German: Professional Working | Russian: Fluent | Finnish: Beginner | French: Beginner Ieva Ozolina CV 2025 Page 2