Nikos Tinanas
Contact Center Team Leader at Piraeus Direct Solutions- Claim this Profile
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Greek Native or bilingual proficiency
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English Professional working proficiency
Topline Score
Bio
Credentials
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FCE
University of CambridgeJan, 2004- Nov, 2024
Experience
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Piraeus Direct Solutions
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Greece
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Financial Services
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100 - 200 Employee
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Contact Center Team Leader
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Nov 2017 - Present
•Participate in improving the procedures of the Company•Maintain good working relations with various network departments to ensure the scheduling process flows smoothly•Improve Customer Service and Loyalty enhancing the company's image•Analyze contact center reporting and report any areas of concern•Prepare my Team's shifts cooperating with the HR Department•Deal with dissatisfied customers•Set Team goals and facilitate monthly meetings to discuss goals and create a success plan to ensure all expectations are met•Assist team in obtaining and maximizing accuracy and productivity•Responsible of developing, coaching and mentoring a staff of 10-15 Customer Service representatives on a daily basis•Ensure data and call quality•Monitor agent calls and provide feedback Show less
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Contact Center Agent
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Mar 2014 - Nov 2017
•Dealing with a large number of customers on a daily basis (50-60)•Handling customers enquiries and complaints•Checking transactions such as withdrawls, purchases•Running necessary security checks on customers when required including security questions•Training 10 junior staff members on bank policies, customer service and bank systems
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Education
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2008 - 2014
Athens University of Economics and Business
Bachelor's degree, Business Administration and Management, General
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