Operations Manager

• Feb 2023 - Present

Workforce Analyst

• Oct 2021 - Feb 2023

• Analyzing real-time data and interacting directly with team managers and supervisors to provide guidance. • Adjusting intraday forecasts to determine required staffing levels by projecting call volumes, call duration, using current trends and historical data. • Assisting team managers with reports containing historical data for their teams extracted from Avaya, Nice Engage, IEX. Identifying best practices and recommending a plan for their implementation. • Creating reports to measure KPIs per interval, daily, monthly, and presentations for the quarterly business review meetings. • Ensuring effective use of resources and automated systems and acting as an escalation point to address and resolve business programming support issues. • Participating in daily meetings with the client's representatives and the WFM team of the group. • Recommending headcount distribution and approving scheduling proposals. Adjusting in real-time the schedule through the IEX platform, ensuring that the team onsite and remotely meets the agreed requirements. • Reviewing employees' timecards on a daily basis, approving vacation requests, and all types of leave. • Collecting all the necessary documentation and cooperating with the payroll department using the Kronos platform. • Training the new joiners in regards to Avaya's proper use, updating their skills and adjusting their priorities according to real-time necessities. Show less

Operations Supervisor

• Nov 2019 - Oct 2021

• Leading a team of 25 members, Italians, and Greeks, ensuring the achievement of targets (KPIs, SLAs). • Participating in the Robotic Process Automation (RPA) implementation. • Reviewing all information and documentation ensuring compliance with local regulation and international standards, Anti-Money Laundering (AML) monitoring.• Conducting client profile reviews for customer accounts (KYC). • Monitoring and evaluating interactions, ensuring that the correct procedure has been applied. • Training new members for the newly launched products. • Meeting with client's representatives and participating in training for new lines of business orother recurrent training published by the Company on a regular basis.• Meeting daily with the upper management and discussing progress and daily assignments• Coaching the members of the team and providing with daily feedback on their performance• Ensuring subordinate's personal growth within the organization and inspiring them by leadingby example.• Phone screening candidates and if successful, interviewing them via skype to ensure that theymeet the company's criteria. Show less

Senior Content Moderator

• Sep 2018 - Nov 2019

• Investigating and resolving issues that are reported as requests for account support and reports of potentially abusive content.• Gathering, analyzing, and utilizing relevant data to develop ways to improve the overall user experience on the site.• Collecting data in order to update the company's policies.• Labeling political advertisements according to European and worldwide protocols and laws. • Assisting colleagues by providing useful information and guidance in order to accuratelycomplete the task. • Participation in calibration processes, in order to assure a high-quality result and alignment. Show less

Senior Travel Agent

• Feb 2017 - Sep 2018

• Receiving and processing incoming calls, emails & social media requests. • Ensuring and providing quality of service to customers. i.e. handle inquiries & complaints from customers in a professional manner. • Managing flight schedule changes, cancellations, rebookings, and force majeure situations through dedicated CRM & GDS systems. • Developing and recommending changes to existing methods & procedures to increase accuracy, efficiency & responsiveness of the Travel Operations department as a whole. • Reporting technical issues, customers’ complaints, and other problems. Show less

Junior Marketing Consultant

• Dec 2017 - May 2018

• Planning marketing campaigns, including SEO/SEM, email, social media advertising. • Maintaining the company's social media presence across all digital channels. • Measuring and reporting on the performance of all digital marketing campaigns and assess against goals (ROI and KPIs). • Analyzing and evaluating customer experience across multiple channels. • Planning marketing campaigns, including SEO/SEM, email, social media advertising. • Maintaining the company's social media presence across all digital channels. • Measuring and reporting on the performance of all digital marketing campaigns and assess against goals (ROI and KPIs). • Analyzing and evaluating customer experience across multiple channels.

Travel Specialist

• Oct 2014 - Feb 2015

Sales Specialist

• Nov 2013 - May 2014

• Dealing with customers and achieve sales targets. • Selling products and services using solid arguments to prospective customers. • Performing cost-benefit analyses of existing and potential customers. • Maintaining positive business relationships to ensure future sales. • Dealing with customers and achieve sales targets. • Selling products and services using solid arguments to prospective customers. • Performing cost-benefit analyses of existing and potential customers. • Maintaining positive business relationships to ensure future sales.