Papamikroulea Andriana
Supervisor| Customer Excellence Department at Avis Greece- Claim this Profile
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Greek -
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Topline Score
Bio
Credentials
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Executive Diploma in Customer Service Management
Alba Graduate Business SchoolNov, 2022- Nov, 2024 -
Mastering Excellence: Leading Customer Service Teams
Alba Graduate Business SchoolNov, 2022- Nov, 2024 -
Managing Values & Competencies for Customer Service Excellence
Alba Graduate Business SchoolJun, 2022- Nov, 2024 -
Developing Customer Service ExcellenceShaping Customer Service in the Εra of Disruption
Alba Graduate Business SchoolApr, 2022- Nov, 2024 -
OKRs and Development
EmeritusDec, 2021- Nov, 2024 -
Διοικώντας ανθρώπους για πρώτη φορά
eLearning ΚΕΔΙΒΙΜ του Οικονομικού Πανεπιστημίου ΑθηνώνNov, 2021- Nov, 2024
Experience
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Avis Greece
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Greece
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Motor Vehicle Manufacturing
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100 - 200 Employee
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Supervisor| Customer Excellence Department
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Dec 2022 - Present
Responsible for handling customer complaints of Avis by using the best way of serving. Provide feedback to the Project Manager on project strategies and activities. Supervise Customer Excellence Department Members and responsible for the overall operations (20 colleagues). Working with other supervisors and management team members to support agents and maximize customer satisfaction. Delegating tasks to members of department. Answering questions from staff and providing guidance… Show more Responsible for handling customer complaints of Avis by using the best way of serving. Provide feedback to the Project Manager on project strategies and activities. Supervise Customer Excellence Department Members and responsible for the overall operations (20 colleagues). Working with other supervisors and management team members to support agents and maximize customer satisfaction. Delegating tasks to members of department. Answering questions from staff and providing guidance and feedback. Prepare monthly/annual results and performance reports. Devise ways to optimize procedures and keep staff motivated. Collects data and prepares reports on customer complaints and inquiries. Provides direction to the Customer Service Division by assigning, directing, and reviewing work of staff. Works closely with several departments and teams across the company to improve customer service according to our values and procedures. Follows company’s guidelines, procedures and GDPR. Escalate issues to Upper-Management. Maintain that OKRs of company are fulfilled.
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Shift ledear| Customer Excellence Department
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Dec 2021 - Feb 2023
Responsible for monitoring and organizing team members on the shift. Supervise the workflow of shift. Deal with complaints. Handle the main inbox to assign mails to appropriate members. Project owner of top deals in customer excellence department.
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Customer Service Specialist
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Oct 2019 - Dec 2021
Provide customer service support to potential and current customers by phone and mail. Provide administration support to sales department. Update databases of current clients. Provide information about the company's products by phone and mail.
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Cosmote e-Value
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Greece
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Quality Assurance Compliance Specialist
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May 2015 - Oct 2019
Member of the Qualitative Evaluation Group of company. Providing feedback to a company's strategic planning department for the purpose of being up-to-date. Administration support to the leader of department. Dealing with complains related to the Telesales Department. Export evaluation reports for Evaluation department.
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Customer Service Representative
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May 2014 - Apr 2015
Promote and sale products of group of companies OTE and COSMOTE. Customer care services of the group.
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Worldlink Payment Foundation S.A
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Athens, Theatrou 6
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Director and AML officer
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Jun 2009 - Nov 2013
Effective daily operation of company Procedures of transmit remittances in Bangladesh. Control and detection of any suspected transactions and reporting to the Bank of Greece on regular basis Exchange rate procedure for the purpose of completing transactions. Keeping financial statements in co-operation with the accounting department. Preparation of reports to the company's management (BoD) on regular basis. Effective daily operation of company Procedures of transmit remittances in Bangladesh. Control and detection of any suspected transactions and reporting to the Bank of Greece on regular basis Exchange rate procedure for the purpose of completing transactions. Keeping financial statements in co-operation with the accounting department. Preparation of reports to the company's management (BoD) on regular basis.
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Citibank Group SA
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Kalamata, Greece
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Sales Promoter
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Feb 2009 - May 2009
Promote of a Co-operative Credit Card between Citibank and Vodafone in a Vodafone store. Provide all the needed information on promoted products. Promote of a Co-operative Credit Card between Citibank and Vodafone in a Vodafone store. Provide all the needed information on promoted products.
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Education
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2007 - 2008
Cardiff University / Prifysgol Caerdydd
Master of Business Administration (M.B.A.), Business Administration and Management, General -
2002 - 2006
University of Patras
Bachelor's Degree, Business Administration and Management, General
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