Alexandros Baxevanoglou

Supervising day-to-day operations within a fast-paced customer experience environment, ensuring service excellence, team performance, and client satisfaction. Responsible for leading frontline teams, implementing operational improvements, and maintaining compliance with Teleperformance's global standards.

Key Responsibilities & Achievements:

• Lead a team of 30 customer service agents, driving performance through coaching, feedback, and KPI monitoring.

• Managed daily operations to meet SLA, quality, and productivity targets, ensuring a seamless customer experience.
  
• Analyzed performance metrics and implemented process improvements.
  
• Coordinated with cross-functional teams (Workforce, Training, Quality) to optimize workflows and resource allocation.
  
• Supported recruitment, onboarding, and training of new agents to maintain high team performance.

• Acted as an escalation point for critical issues, ensuring timely resolution and client satisfaction.

Working alongside a licensed customs broker, assisting with the preparation, submission, and clearance of import/export documentation for a wide range of goods. Developed hands-on knowledge of EU and Greek customs regulations, tariffs, and compliance procedures while coordinating with clients, shipping agents, and customs authorities.

Key Responsibilities & Achievements:

• Assisted in processing customs declarations for hundreds of international shipments annually.
  
• Ensured compliance with EU customs codes, HS classifications, and VAT procedures, preventing delays or penalties.
  
• Liaised with freight forwarders, port authorities, and clients to streamline documentation and clearance.
  
• Supported import/export operations across multiple industries, including consumer goods and industrial equipment.
  
• Gained practical experience with electronic customs platforms (ICISnet) and related trade compliance software.

• Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
• Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
• Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
• Developed strong relationships with clients, resulting in repeat business and positive feedback.
• Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
• Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.