Microsoft Office (Word, Excel, Power Point)
ANASTASIA BROUSOU
Operations Supervisor
3 Velissariou, Iiloupolis, Athens
Summary
Goals-oriented Supervisor with 10+ year experience in tourism industry and call centers. Proven track record in implementing and improving new processes, collaborating with cross-functional teams, and identifying and resolving operational issues. Exceptional skills in team management, process optimization, and aligning operational goals with company-wide objectives.
Overview
14
14
years of professional experience
13
13
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Supervisor
EXPEDIA GROUP
02.2020 - 03.2024
- Oversaw day-to-day operations of the team, scheduled adherence, coached team members and escalated customer issues.
- Used reporting to perform weekly and monthly reviews of all aspects of performance based on KPIs and developing strategies to meet and exceed targets and metrics.
- Participated in MBRs and WBRs and provided commentary regarding team's performance.
- Educated team on changes to operational processes, provided refreshers of correct practices and support their knowledge development through coaching and training.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Worked with staff to develop individual development plans addressing employee needs and meeting team goals through one on one sessions, meeting and huddles.
- Used appropriate coaching techniques to unlock team members’ potential to grow their skills and help them drive their performance.
- Participated in talent acquisition process including interviewing, selecting, and coaching new hires through onboarding.
- Through successful employee survey analysis, identified attrition risks and engagement challenges, and implement action plan to minimize risks.
- Maintained good relationships with peers and stakeholders in same site or department to provide support and collaboration.
- Resolved conflicts among team members promptly, maintaining a harmonious and inclusive working environment conducive to productivity.
Team Lead
EXPEDIA GROUP
02.2018 - 01.2020
- Working alongside with other teams across Europe to resolve customer/partners’ queries and escalating issues to resolve complaints and/or complex issues.
- Leaded team huddles and meetings and provide relevant updates to the team.
- Act as a coach and subject matter expert to assist the team with prioritization of current projects and assisting with resolving/escalating complicated issues.
- Managing day to day operations by monitoring team’s performance based on reports.
- Acted as an Experience Management pillar, by collecting and evaluating all experience related surveys received by customers.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
Lodging Partner Associate IV
EXPEDIA GROUP
03.2017 - 01.2018
- Participated in projects and test & learn programmes and provided feedback in order to improve processes.
- Acted as an Experience Management pillar, by collecting and evaluating all experience related surveys received by customers.
- Maintained a high level of knowledge in order to constantly provide assistance to the team.
- Created presentations and kept the team up to date about latest updates in new tools and processes.
- Performed quality checks of the cases handled by the team members, identifying coaching opportunities.
- Provided training and assistance (nesting) to new hires.
Lodging Partner Associate III
EXPEDIA GROUP
05.2014 - 03.2017
- Contacted hotel partners to resolve requests regarding rates, availability and allotment, bookings and contractual terms.
- Provided advice and tips to hotel partners on how to improve their ranking, conversion and increase their sales, improve hotel availability and supply in order to meet the expectations of the potential guests.
- Onboarded new properties.
- Provided supplier self-service support and extranet training to partners.
- Provided financial transaction support (disputes, questions, etc.) to hotel partners across multiple account models
- Maintained hotel’s content, photos & guest reviews and providing tips for a complete content in order to attract more guests and increase sales.
Supervisor
TELEPERFORMANCE HELLAS
01.2013 - 03.2014
- Daily Support of the production team in order to achieve/ exceed client’s target.
- Daily distribution of workload to the agents.
- Real time management of queues (calls flow/email).
- Feedback and coaching of the production team based on the monitor results received by the client.
- Attendance of the team/ strategic seating planning/floor awareness/breaks.
- 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 customers' queries.
- Approval of Relocation costs.
- Issued corporate virtual cards upon demand.
- Participation in weekly calls/MBRs.
Lodging Support Services agent
TELEPERFORMANCE HELLAS
05.2012 - 01.2013
- Customer support via inbound, outbound calls and emails
- Hotel and customer support in guest relocations, supplier training, inventory management, single-use credit cards and supplier relations.
Freelance translator
Self Employed
01.2011 - 04.2012
- Translation, editing and proofreading of scientific and technical documents as well as articles and general texts.
Translator
LNRS Limited Media Company
01.2010 - 01.2011
- Selection and translation of English and Greek articles for the news portal Greek Reporter.
- Upload articles and photos on the website.
Education
Master 2 in Conference Interpreting (in collaboration with City Unity College of Athens) -
UNIVERSITE DE STRASBOURG, Marc Bloch University of Social Sciences
09.2011 - 06.2012
Master 1 in Translation and Conference Interpreting - undefined
UNIVERSITE DE STRASBOURG, Marc Bloch University of Social Sciences
09.2009 - 06.2010
Bachelor in Foreign Languages, Translation and Interpreting - undefined
IONIAN UNIVERSITY OF CORFU
09.2006 - 06.2011
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Lycée Franco-Hellénique
Athens, Greece 09.1999 - 06.2006
Skills
Staff Management
Operations Management
Root Cause Analysis
Priority Management
Business Planning
Processes and Procedures
Complex Problem-Solving
Training and Mentoring
Project Management
Data Analytics
Contract Management
Software
SDL Trados Studio 2009 Professional
Tableau
Salesforce
Jira
Certification
Project Management
Timeline
Project Management
02-2024
Supervisor
EXPEDIA GROUP
02.2020 - 03.2024
Team Lead
EXPEDIA GROUP
02.2018 - 01.2020
Lodging Partner Associate IV
EXPEDIA GROUP
03.2017 - 01.2018
Lodging Partner Associate III
EXPEDIA GROUP
05.2014 - 03.2017
Supervisor
TELEPERFORMANCE HELLAS
01.2013 - 03.2014
Lodging Support Services agent
TELEPERFORMANCE HELLAS
05.2012 - 01.2013
Master 2 in Conference Interpreting (in collaboration with City Unity College of Athens) -
UNIVERSITE DE STRASBOURG, Marc Bloch University of Social Sciences
09.2011 - 06.2012
Freelance translator
Self Employed
01.2011 - 04.2012
Translator
LNRS Limited Media Company
01.2010 - 01.2011
Master 1 in Translation and Conference Interpreting - undefined
UNIVERSITE DE STRASBOURG, Marc Bloch University of Social Sciences
09.2009 - 06.2010
Bachelor in Foreign Languages, Translation and Interpreting - undefined
IONIAN UNIVERSITY OF CORFU
09.2006 - 06.2011
undefined
Lycée Franco-Hellénique
09.1999 - 06.2006
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