ALEXANDRA STRAGKA
Team Leader
Athens
Summary
Experienced Team Leader in Customer Experience with expertise in managing multilingual teams, particularly for German-speaking markets. Proven ability to oversee cross-functional operations, including onboarding and social media management, while driving performance improvements and ensuring high customer satisfaction. Skilled in leadership, KPI analysis, and compliance processes such as KYC.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
Work History
Team Leader
Concentrix Hellas
06.2021 - Current
- Managed operations for two sites (Athens and Cairo), ensuring seamless coordination and consistent delivery of key performance metrics for recurring operations.
- Supervised the Social Media Team for the German market at Airbnb, driving customer engagement and ensuring timely responses to escalated inquiries.
- Led the Onboarding LOB for several months, ensuring new hires transitioned smoothly into their roles and received the necessary training and resources.
- Conducted regular team performance reviews, provided feedback, and implemented improvement plans.
- Collaborated with Quality Assurance and Workforce Management teams to optimize workflows and maintain high service standards.
Customer Care Agent
Concentrix Hellas
07.2020 - 06.2021
Key Responsibilities:
- Provided exceptional support to customers in the German market, resolving queries and ensuring customer satisfaction.
- Performed back-office tasks, including data entry, account maintenance, and troubleshooting issues beyond front-line customer service.
- Functioned as a KYC (Know Your Customer) Analyst, verifying customer identities and ensuring compliance with regulatory standards.
- Worked closely with compliance and fraud prevention teams to identify and resolve discrepancies in customer documentation.
Education
Bachelor Degree - Department of German Language and Literature
National and Kapodistrian University of Athens
01.2015 - 01.2021
High School Diploma - undefined
1st High School of Nafplio
Skills
- Languages: Native German, Proficient English (C1)
- Leadership and Team Management
- KPI Monitoring and Analysis
- Tools: CRM platforms (eg, Salesforce), Workforce Management Tools, MS Office Suite
Personal Information
- Date of Birth: 11/26/97
- Nationality: Greek
Activities
- Erasmus Exchange, Eberhard-Karls University, Tübingen, Germany, one Semester, 2019
- Knowledge of martial arts, Kick-boxing, Green belt level
- Volunteering, Animal Shelters, rescuing stray animals
- Ongoing learning through platforms like Coursera or Udemy (Google Digital Marketing & E-commerce etc)
Timeline
Team Leader
Concentrix Hellas
06.2021 - Current
Customer Care Agent
Concentrix Hellas
07.2020 - 06.2021
Bachelor Degree - Department of German Language and Literature
National and Kapodistrian University of Athens
01.2015 - 01.2021
High School Diploma - undefined
1st High School of Nafplio
Similar Profiles
Vassiliki FragouVassiliki Fragou
Team Leader at Concentrix - Webhelp HellasTeam Leader at Concentrix - Webhelp Hellas
Elisavet ArgyrakiElisavet Argyraki
Junior Rollout Supervisor at SPACE HELLAS A.E.Junior Rollout Supervisor at SPACE HELLAS A.E.
KONSTANTINOS PARASKEVASKONSTANTINOS PARASKEVAS
Research Associate at Centre for Research and Technology Hellas (CERTH)Research Associate at Centre for Research and Technology Hellas (CERTH)