Looking for a job

Liivi Sõrmus

@liivisormus

Message

I am a driven professional with experience spanning data analytics, support, and operations.

Croatia

Message

What I'm looking for

I am eager to be part of a team that cherishes hard work and fosters a positive culture. I am particularly drawn to the opportunity to contribute to process improvements and engage in meaningful collaboration with stakeholders, in a setting that embraces continuous learning and open feedback.

A data-driven professional based in Croatia with over ten years of experience spanning analytics, support, operations, copywriting, and administration. I have a proven track record of leveraging analytical expertise to drive business decisions and improve operational efficiency. Curious about people and data.

Experience

Current

Co-Founder & Data Consultant

Current

TechOply Ltd

Feb 2023 - Present (1 year 3 months)

At the forefront of BI, data engineering, and data analytics, we empower businesses to leverage their data for insightful decision-making and competitive advantage.

SQL Power BI Data Analysis Data Analytics Business Intelligence Business Intelligence Software MS Excel Spreadsheets

Copyeditor

ListMe

Apr 2023 - Aug 2023 (4 months)

- Led a team of copywriters to uphold brand consistency across all content.
- Streamlined blog topics for alignment with overarching content strategy.
- Final review point for SEO optimization.

Content Content Writing Content Editing Content Review SEO WordPress

Market Launch & Supply Chain Consultant

Forus Malta

May 2022 - Jan 2023 (8 months)

- Consulted on market launch and driver training initiatives.
- Developed and implemented local SOPs to elevate service standards.

Supply Chain Operations SOPs Due Diligence

Head of Customer Support

Bolt Malta

Oct 2018 - Mar 2022 (3 years 5 months)

- Led a 30+ member customer support team across all three verticals: ride-hailing (cabs), mobility (e-scooters), and food delivery services.
- Took ownership of stakeholder communication for the CS department inside the local partner company as well as with relevant HQ departments.
- Utilized Looker for data-driven KPI tracking and performance optimization.
- Collaborated with HQ to refine SOPs an

Management Team Leadership Stakeholder Management Looker Studio SOPs KPI Analysis Mentoring Atlassian JIRA Grafana

Customer Support Specialist

Bolt (Taxify) Malta

Feb 2018 - Oct 2018 (8 months)

- Optimized app experience for riders and drivers, enhancing user satisfaction during Taxify Malta's growth phase.
- Collaborated with tech teams to resolve app challenges, contributing to improved support efficiency.
- Initiated additional training for partner-drivers to enhance their app usage capabilities and customer service standards.

Customer Support User Training Ecommerce Zendesk Jira Problem Solving