Experience

efood

• Greece
• Technology, Information and Internet
• 700 & Above Employee

• • Aug 2021 - Present

  • Supervising a team of 260 agents - dispatchers and 12 Team Leaders, oversee the training of new team members and mentor each to promote productivity, accuracy and friendly service• Promote excellent Customer Service by leading and coordinating the assigned Customer Service Team Leaders• Oversee the daily workflow of the department, allocating tasks and monitoring progress against targets• Successfully owned multiple projects, assuring a smooth subdepartment cooperation with an aim to provide high quality services while maintaining a balance within the team• Analyze and report production KPIs to optimize productivity and quality• Identifying and providing feedback through 1:1s, effective use of personal development plans (growth & action) and provision of coaching & development opportunities for the team• Use data to monitor and measure the teams’ performance• Daily interaction with the team members and mainly collaboration with the departments, Maintenance and Quality Control, to ensure and achieve all the assigned targets• Pass on information, communicate insights and propose solutions to upper management and vice versa• Conduct performance evaluation and define training needs to enhance employees’ development• Recruiting, training and helping staff reach their professional development goals• Serve as a conduit of communication between employees and upper management• Organize and inspire the team to work towards common goals, while establishing an environment of trust and empowerment to help them maximize their efficiency and productivity Show less

• • Aug 2019 - Aug 2021

  • Preparing daily workloads for staff & co-ordinating the daily allocation of work.• Motivating the team to achieve high standards and KPI targets.• Handling new client enquiries and acting as the face of the business.• Dealing with and resolving problems and issues which arise.• Working with the sales and marketing team to drive sales forward.• Mentoring and training up junior and new staff.• Monitoring & reporting on standards & performance targets.• Arranging & chairing weekly team meetings, focussing on targets & achievements.• Implementing new initiatives.• Involved in the recruitment of new staff.• Praise team members and creates a positive working environment.• Ensuring all administrative and IT records are entered and updated correctly.• Providing prompt and accurate information on individual performance. Show less

• • May 2019 - Aug 2019

  • Provide solutions to all major customer problems that agents were not able to solve earlier & escalations• Inter‐departmental communication to effectively provide customer support (IT, Fraud department,Data entry,Sales, QA-Training)• Monitoring & publicizing restaurant reviews• NPS surveys• Shadowing / coaching to newcomers• Responsible for supporting new & important users• Providing feedback about customer care agents to QA-Training team

• • Mar 2018 - May 2019

  • Customer & restaurant support through various channels (Facebook messages, e‐mails, live chats, phone calls,SMS)• Remote technical support to restaurants• Online orders monitoring• Monitoring & publicizing restaurant reviews• Managing customer calls effectively and efficiently in a complex, fast‐paced and challenging call center environment



Cosmote e-Value

• Greece
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Sales Representative

  • Oct 2017 - Feb 2018



Plaisio - Πλαίσιο

• Greece
• Retail
• 500 - 600 Employee

• Call Center Agent

  • Aug 2017 - Sep 2017



National Bank of Greece

• Greece
• Banking
• 700 & Above Employee

• Customer Service Representative

  • Oct 2015 - Mar 2016