Krista Kallavus
@kristakallavus
I lead payment and customer support operations through data-driven teams and streamlined workflows.
EstoniaWhat I'm looking for
I'm leading Payment Operations at Wise after building customer support operations across multiple markets at Bolt.
At Bolt, I led teams supporting France, Belgium, and Canada, maintained CSAT above 80%, developed two agents into team leads, and used KPI reporting and Looker dashboards to drive decisions. I also launched Hopp in Canada, recruited and onboarded a four-agent team, reduced the driver onboarding backlog within one month, and improved vendor quality and SLA adherence through performance tracking and training.
I bring an empathetic, clear communication style shaped by English linguistics and pedagogy, alongside practical analytics skills in Looker, Excel, and Google Sheets. I enjoy turning operational data into practical improvements that make work smoother for teams and customers.
Experience
Work history, roles, and key accomplishments
Leading payment operations, focusing on operational efficiency and team development.
Customer Support Team Lead for Canada.
Launching Hopp in Canada, recruiting and onboarding the team of 4 agents in total within 40 months.
Designed and implemented support process that reduced driver onboarding backlog within 1 month of launch.
Established performance tracking and training of vendors that improved quality and SLA adherence.
CS Specialist for Norwegian market
Delivered consistent top-tier performance for response quality and efficiency.
Recognised as market expert and internal knowledge resource, training and mentoring new hires.
Managed average of 10 interactions per hour while sustaining SLA and quality targets.
Worked as Bartender at Studentersamfundet i Trondhjem.
Previous name of company: Runway AS
Norwegian-speaking Customer Support Specialist on Travel Service Scandinavia and Fjord1 projects.
Education
Degrees, certifications, and relevant coursework
University of Tartu
MA English Teacher, ESL
2020 - 2023
University of Tartu
Master of Arts, ESL
2020 - 2023
Pursued a Master of Arts in English Teacher with a focus on ESL, deepening expertise in language instruction and pedagogy.
Norwegian University of Science and Technology (NTNU)
BA, English Language and Literature
2017 - 2020
Norwegian University of Science and Technology (NTNU)
Bachelor of Arts, English Language and Literature
2017 - 2020
Earned a Bachelor of Arts in English Language and Literature, developing strong analytical and communication skills.
Tech stack
Software and tools used professionally
Availability
Location
EstoniaAuthorized to work in
Job categories
Skills
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