Summary
Overview
Work History
Education
Timeline
Generic

Anastasia Fotakopoulou

Customer Service Expert
Salamina

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

26
26
years of professional experience
4
4
Languages

Work History

Customer Support Specialist

Teleperformance
Athens, Attica
03.2022 - Current
  • 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.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
  • Conducted regular training sessions for new team members, promoting best practices in customer support operations.

Shift Manager

Passenger Railway
03.1999 - 02.2018
  • Promoted a positive work environment through open communication and constructive feedback.
  • Tracked receipts, employee hours, and inventory movements.
  • Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
  • Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
  • Ensured strict adherence to safety guidelines, reducing workplace accidents and incidents significantly over time.

Education

BBA - Engineering

Latvian Technical University
Latvia
04.2001 -

No Degree - Railway Transpotation

Railway Technical Shool
Latvia
04.2001 -

Timeline

Customer Support Specialist

Teleperformance
03.2022 - Current

BBA - Engineering

Latvian Technical University
04.2001 -

No Degree - Railway Transpotation

Railway Technical Shool
04.2001 -

Shift Manager

Passenger Railway
03.1999 - 02.2018

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Anastasia FotakopoulouCustomer Service Expert