Svetlana Valdmane

Under the TUPE joined Artionis Ltd, which is a trusted partner for visa processing services to multiple diplomatic missions worldwide. Selected as the Senior Operations Manager to optimised unit operations, customer experience and administrative services, I form effective partner relationships with Embassies and Consulates worldwide. - Embeds a culture of customer service, satisfaction, and success within business operations - Uses qualitative and quantitative analysis and reporting to drive productivity and efficiency - Implements product and process training to ensure consulate visa services are delivered to regulation - Oversees direct reports, and the allocation of teams and resources to specialist projects - Governs GDPR and DPA data security for physical and digitally submitted evidence - Collaborates with sales, marketing, and business leaders on revenue-generation activities - Manages team-level human resources, including absence, holiday, recruitment, and performance appraisals

Under the TUPE joined VFS Global - the world’s largest outsourcing and technology service for governments and diplomatic missions. Promoted to Senior Operations Manager, I was responsible for the entire business unit and multiple direct reports and teams. I oversaw call centre, administration, and due diligence within the Visa Application Centre. - Coached direct reports and cascaded operational and customer service priorities across the wider team - Optimised the productivity, professionalism, and skills of the customer call centre team - Implemented process and product training that ensured efficient, timely visa application processing - Introduced new controls in a reflection of physical and digital security changes that meets GDPR/DPA needs - Partnered with the Value-Added service team to create new customer services to generate revenue - Embedded proactive customer service cultures aligned to the customer experience model

Under the TUPE I joined the world’s largest outsourcing and service specialised as an Operations Manager within a customer-centric environment. I was responsible for recruiting, inducting, and developing customer professionals for visa functions. - the call-centre team, including quality-assuring calls and using insight to target coaching and training - Allocated call centre resources to key workstreams to ensure productivity and volume targets were met - Introduced key training and development for customer and administrative team colleagues to uplift performance - Reported on cash and transactional activities, including revenue generation and profit reports - Personally, handled escalated complaints from various platforms, lead investigations and remediation processes - Quality assured administrative and logistics aspects of passport delivery processes to consulates - Oversaw team-level human resources, including absence, holiday, and performance appraisals Ensuring all systems working Managing and operating a staff holiday calendar Scheduling internal and external meetings and minute taking

The Russia Visa Application Centre (RVAC) is an application service on behalf of the RNT Ltd . As an Operations Supervisor, I coached the customer and administrative team through Visa applications' processing and coordination of all associated processes. - Managed the customer-administrative team and operations within the Applications Office, sustaining a high level of productivity and efficiency against unmovable deadlines - Quality assured the work of the team and managed a personal caseload of Visa applications - Collated and scrutinised passports for validity as a part of the Visa Application processes, and the handover of Passports to consulates - Scanned, digitalised, and maintained Visa documentation, collected processing fees, and produced reports General administration duties

Latgales Suburban District Court of Riga is the suburb courthouse and legal centre. As a Legal Secretary, I demonstrated a systematic approach in providing administrative support and services for Lawyers, Solicitors and Legal Executives. I ensured a smooth, efficient office operation that enabled legal professionals to focus on serving their client needs. - Prepared and processed legal documents and papers, and prepared case files for trial - Drafted legal documents, managed case files, and coordinated document filings to schedules - Coordinated legal correspondence, including witness and official court documents - Organised the diaries of multiple legal professionals and maintained logs of client-specific activities - Handled incoming calls from clients and legal partners and handled general enquiries independently - Administered other requirements, from photocopying to managing office supplies and base budgets

CIPD Level 5 Diploma in HRM