Athens, Attiki, Greece
Highly self-motivated with 13 years’ experience in customer service for Telecommunications Industry and Consumer Electronics. Team oriented with excellent communication skills and very positive attitude towards all challenges. Agile methodologies enthousiast, responsible, flexible, with strong ability to teach and mentor.
Key Responsibilities ● Resolve customer complaints through active listening and empathy via outbound calls and email. ● Assist customers with orders, tracking shipments, and resolving billing inquiries. ● Provide appropriate solutions and alternatives within the time limits. ● Follow up to ensure resolution. ● Collaborate with various departments and teams across the Organization to ensure excellent customer service. ● Take the extra mile to engage customers.
Key Responsibilities ● Provide information to customers about their products and services via inbound and outbound calls. ● Follow communication procedures, guidelines and policies. ● Resolve customer complaints and issues in a timely and satisfactory manner.
Key Responsibilities ● Dialogue Building. ● Nlu Enhancement of the chatbot. ● Providing business requirements to vendors and in-house IT teams for the enhancement or creation of new services. ● Quantitative and qualitative reports both to Product Owner and stakeholders. Achievements ● Launched technical info scenarios to users which lead to increase of the teams NPS. ● Acted as Scrum Master at occasions since due to lack of a dedicated Scrum Master in our Team. ● Launched commercial scenarios, outside the area of my expertise, resulting in achievement of team goals during sprints.
Key Responsibilities ● Troubleshooting on customers' landline, internet and TV problems. Complaints management. ● Side by side training and mentoring of newcomers. Achievements ● One of the first agents to participate in the company's Ask Once project which required to be responsible for numerous customers' technical problems. ● Departments’ KPIs such as NPS increased and the project became established until this day after the trial period.
Key Responsibilities ● Initial troubleshooting on customers' landline, internet and TV problems. ● Complaints management. ● Side by side training and mentoring of newcomers. Achievements ● One of the first agents to staff the department.
Key Responsibilities ● Providing information to customers about their products. ● Complaints management. Achievements ● Selected to be a universal agent, helping users both for commercial and technical issues.