MARILENA STRIGA

Operations Manager at Online sales
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Contact Information
us****@****om
(386) 825-5501
Location
Athens Metropolitan Area, GR
Languages
  • English Full professional proficiency

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Credentials

  • Administrative Assistant/Secretary
    PAPASPYROU
    May, 1989
    - Oct, 2024

Experience

  • Online sales
    • Greece
    • Outsourcing and Offshoring Consulting
    • 1 - 100 Employee
    • Operations Manager
      • Oct 2016 - Present

      • Direct reporting to Chief Executive Officer • P&L, Yearly Budget, Monthly Forecast, Daily Revenue/Cost Gap analysis • Project planning • Managing production team: 50 FTEs, 3 Supervisors, 1 Assistant Call Center Manager,1 Trainer, 2 administrators • Manage relations with Client, MBRs, QBRs • Analyze departmental trends, including call volume, call patterns, staff productivity, attrition rates • Develop management Staff knowledge through weekly reveiews, annual performance evaluations and training sessions to technology evolution and market trends Show less

  • Teleperformance
    • United States
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Contact Center Manager
      • Aug 2012 - May 2014

      Client: Expedia Inc. - Line of Business: Customer Care: • Capacity – Accounting Forecasting – Planning-Schedule• Reporting: Quantitative metrics (SL, AHT, ASA, ACW, Productivity), Quality Assurance (CSAT – DSAT Analysis – Calibration sessions– Coaching – Monitoring)• P&L, Yearly Budget, Monthly Forecast, Daily Revenue/Cost Report• Managing a multilingual production team: 120 FTEs , 7 Supervisors, 1 Assistant Call Center Manager, 1 QA, 1Trainer Languages: German, French, Italian, Spanish, Portuguese, Arabic, Turkish, Dutch, Polish, Russian, English• Development of the staff through ELP sessions• Daily Communication with Expedia, MBRs, QBRs • Development of project’s specific processes Show less

    • Assistant Manager
      • May 2007 - Aug 2012

      Client: BMW - Line of Business: Customer Care:• Creation of Training Material• Development of project’s specific processes • Real time management of call flow/ emails• Reporting: Quantitative metrics (SL, AHT, ASA, ACW, Productivity), • Managing a local production team: 4 FTEs , 1 Supervisors• Daily Monitor, feedback and coaching to the team in order to achieve/ exceed client’s target• E-mail support to BMW customers based on client’s standards Show less

    • Assistant Manager
      • Oct 2007 - May 2012

      Client: ON Telecoms - Line of Business: Customer Care:• Daily monitor and analysis of Quantitative results of the Customer Support team • Daily Monitor, feedback and coaching to the team in order to achieve/ exceed client’s target• Real time management of call flow, ASA,AHT, ACW• Development of project’s specific processes • Shift Planning for the Customer Support team• Managing a local production team: 60 FTEs , 4 Supervisors• Handle Escalation calls• Organize team meetings in order to review performance and processes Show less

    • Operations Supervisor
      • Apr 2003 - May 2007

      Client: Tellas - Line of Business: Customer Care:• Daily Support of the production team in order to achieve/ exceed client’s target • Real time management of queues• Monitor, feedback and coaching of the production team• Participate in team’s meeting in order to review performance • Handle of inbound calls escalated by the team• Daily Support on the production floor regarding processes, answering customer’s queries

Education

  • Florida State University
    Bachelor's degree, Biology, General
    1999 - 2002
  • Deree College
    Bachelor's degree, SCHOOL OF LIBERAL ARTS AND SCIENCE, CERTIFICATE IN BASIC SCIENCE: ECONOMICS, MATHEMATICS, SOCIOLOGY
    1997 - 1999

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