Andreas Melidis
KYCB Team Leader
Nea Smyrni
Summary
Technical Support Professional and Team Leader experienced in managing teams and delivering high-quality customer service in B2B environments. Achieved success in meeting KPIs and fostering an empowering work culture through collaboration with diverse stakeholders. Focused on advancing leadership roles within technical support and customer experience.
Overview
3
3
Languages
1
1
Certification
21
21
years of professional experience
Work History
KYCB Team Leader
Concentrix
03.2026 - Current
- Led cross-functional teams to enhance customer satisfaction and service delivery.
- Developed training programs to improve employee performance and engagement.
- Implemented process improvements resulting in increased operational efficiency.
- Analyzed performance metrics to identify trends and drive strategic initiatives.
- Mentored junior team members, fostering a collaborative and productive environment.
- Facilitated regular team meetings to promote transparency and address challenges effectively.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Assisted in recruitment to build a team of top performers.
Team Leader – Italian Banking Project
Concentrix Greece
04.2022 - 03.2026
- Leading a team of 15 agents in a B2B financial services project
- Monitoring team performance, quality assurance, coaching & reporting
- Responsible for daily team operations and KPI achievement
B2B Advisor – Italian Banking Project
Webhelp Hellas
01.2020 - 04.2022
- Provided technical and account support to Italian business customers
- Handled sensitive financial cases via phone and email
- Used CRM systems to track and resolve requests efficiently
Tier 2 Mac+ Technical Support – Apple Italy
Teleperformance Hellas
07.2015 - 01.2020
- Senior advisor for macOS and hardware-related support
- Assisted with diagnostics, repair workflows, and remote solutions
- Supported macOS 10.4 – 10.14
Tier 2 iOS Technical Support – Apple Italy
Teleperformance Hellas
07.2014 - 07.2015
- Specialized support for iPhone, iPad, iPod, Apple Watch
- Expertise in iOS versions 7 to 12 and Beats by Dre devices
Tier 2 CPU Technical Support – Apple Italy
Teleperformance Hellas
11.2008 - 07.2014
- Provided second-level support for Apple computers and peripherals
- Mentored new hires and acted as escalation point for complex issues
Tier 1 CPU Support – Apple Italy
Teleperformance Hellas
11.2007 - 11.2008
- First-level technical support for Apple users in the Italian market
- Basic troubleshooting, OS installations, and Apple ID assistance
Telecom Technician
Germanos Stores – Athens, Greece
02.2007 - 11.2007
- Maintenance and repair of mobile phones and batteries
- Diagnosis and resolution of hardware issues
Tier 1 Technical Support – Apple Italy
Teleperformance
10.2005 - 02.2006
- Provided technical support for iPod, Airport Base Station, Mac OS X, resolving user issues and enhancing customer satisfaction
- Covered Italian market, delivering remote assistance to users, ensuring timely solutions to technical problems
Education
Diploma - IT Applications
Vocational Training Institute (IEK) Glyfada
Athens, Greece01-2005
Bachelor’s - Political Science
La Sapienza University
Rome, Italy01-2003
Computer Engineering - 1st Year
La Sapienza University
Rome, Italy01-1999
High School Diploma - undefined
1st High School of Nea Smyrni
Athens, Greece01-1997
Skills
KYC compliance oversight
B2B customer service
CRM tools & ticketing systems
Data analysis
Process optimization
Operational efficiency
Team leadership
Team performance management
Cross-functional collaboration
Problem-solving skills
Software proficiency
Documentation skills
Critical thinking
Certification
Diploma di lingua Italiana – Scuola Italiana di Atene
Timeline
KYCB Team Leader
Concentrix
03.2026 - Current
Team Leader – Italian Banking Project
Concentrix Greece
04.2022 - 03.2026
B2B Advisor – Italian Banking Project
Webhelp Hellas
01.2020 - 04.2022
Tier 2 Mac+ Technical Support – Apple Italy
Teleperformance Hellas
07.2015 - 01.2020
Tier 2 iOS Technical Support – Apple Italy
Teleperformance Hellas
07.2014 - 07.2015
Tier 2 CPU Technical Support – Apple Italy
Teleperformance Hellas
11.2008 - 07.2014
Tier 1 CPU Support – Apple Italy
Teleperformance Hellas
11.2007 - 11.2008
Telecom Technician
Germanos Stores – Athens, Greece
02.2007 - 11.2007
Tier 1 Technical Support – Apple Italy
Teleperformance
10.2005 - 02.2006
High School Diploma - undefined
1st High School of Nea Smyrni
Computer Engineering - 1st Year
La Sapienza University
Bachelor’s - Political Science
La Sapienza University
Diploma - IT Applications
Vocational Training Institute (IEK) Glyfada