Alina Guseva
Riga
Summary
Dynamic and results-driven professional with over 5 years of experience in customer support, operations management, team leadership, and B2B/B2C sales. Proven ability to deliver exceptional customer experiences, lead and train high-performing teams, manage escalations, and drive process improvements in fast-paced, multicultural environments.
Skilled in stakeholder management, quality assurance, performance monitoring, and operational coordination across international markets. Recognized for strong analytical thinking, problem-solving skills, and building lasting customer relationships. Multilingual communicator with a track record of achieving key performance targets and contributing to service excellence in both service delivery and sales roles.
Overview
5
5
years of professional experience
Work History
Customer Support Specialist
Concentrix
03.2025 - Current
- Delivered high-quality customer support for international clients, achieving key performance indicators
- Resolved complex customer cases, addressing system-related issues and managing escalations
- Maintain strong customer satisfaction in a fast-paced operational setting
- Worked with internal teams to enhance service quality and drive continuous improvement initiatives
Car Salesperson
Riddermarkbil
Stockholm
01.2024 - 03.2025
- Conducted thorough vehicle presentations and test drives for potential buyers.
- Guided customers in selecting vehicles tailored to their specific needs, enhancing customer satisfaction.
- Nurtured relationships with potential buyers through personalized phone calls and emails, increasing engagement and interest.
- Collaborated with finance teams to facilitate financing options for customers.
- Managed inventory of vehicles, ensuring optimal display and availability.
Coach, Operations Support
Cabonline SIA
03.2022 - 01.2024
- Key achievement: Led the creation of a unified training program including presentations, workflows, and support materials, significantly improving onboarding efficiency and employee performance across markets.
- Trained new and existing employees, enhancing service quality and ensuring adherence to process compliance.
- Acted as primary contact for escalations, high-priority incidents, IT coordination, and police-related cases, facilitating timely resolutions.
- Monitored performance, identified gaps, and implemented improvements
- Coordinated operations across three offices in Latvia and one in Sweden, ensuring effective service delivery.
Quality Analyst, Swedish Market
Transcom / Western Union
06.2021 - 03.2022
- Ensured consistent performance and service quality across Swedish market, contributing to overall customer satisfaction
- Identified defects and areas for improvement, delivering structured feedback to teams to facilitate enhancements
- Evaluated calls and written communication for compliance and quality, enhancing customer experience
Backup Quality Analyst
Transcom
02.2021 - 06.2021
- Conducted quality reviews and coached agents to achieve performance targets
- Supported quality operations during peak periods to maintain service standards
- Conducted quality audits to ensure compliance with company standards.
- Analyzed customer feedback to identify areas for improvement.
- Collaborated with teams to develop effective quality control processes.
Customer Service Representative
Transcom
10.2020 - 02.2021
- Resolved customer financial transactions and technical inquiries via phone and email, ensuring timely and accurate support.
- Achieved promotion to Backup Quality Analyst at age 17 for consistently exceeding performance targets, recognized as youngest in role.
- Provided exceptional support to customers through various communication channels.
- Resolved customer inquiries by utilizing company policies and procedures effectively.
- Collaborated with team members to enhance service delivery and customer satisfaction.
Skills
- Incident management
- Quality assurance
- Operational management
- Project coordination
- Stakeholder management
- KYC knowledge
- Multilingual communication
- B2B and B2C sales
- Analytical mindset
- Risk management
- Team leadership and training
- Relationship management
Languages
English
Proficient (C2)
C2
Swedish
Native
Native
Russian
Proficient (C2)
C2
Norwegian
Advanced (C1)
C1
Timeline
Customer Support Specialist
Concentrix
03.2025 - Current
Car Salesperson
Riddermarkbil
01.2024 - 03.2025
Coach, Operations Support
Cabonline SIA
03.2022 - 01.2024
Quality Analyst, Swedish Market
Transcom / Western Union
06.2021 - 03.2022
Backup Quality Analyst
Transcom
02.2021 - 06.2021
Customer Service Representative
Transcom
10.2020 - 02.2021