Aspa Mitsi
Operations Trainer | Workforce & Team Management | CRM & Process Optimization
Summary
Dedicated Operations Trainer with nearly 3 years of experience in coaching, workforce management, and training. Skilled in developing training programs, optimizing workflows, and supporting team growth. Strong background in CRM systems (Dynamics 365), internal communication, and process improvement. Seeking a remote EU role in operations training or team leadership to apply my expertise in training and workforce development.
Overview
8
8
years of professional experience
Work History
Operations Trainer
PeopleCert
11.2024 - Current
- Deliver onboarding and interoperability training for new hires, ensuring smooth transitions into their roles.
- Design and conduct training programs that improve team performance and knowledge retention.
- Organize partner and internal training sessions , addressing communication gaps and process improvements.
- Manage high-volume training schedules , balancing full-day sessions with back-office tasks.
- Lead initiatives to improve internal communication and training efficiency .
HR Operations Recruitment Specialist (Temporary)
PeopleCert
05.2024 - 10.2024
- Managed large-scale recruitment projects , coordinating high-volume hiring for operational teams.
- Led interviews, candidate assessments, and onboarding processes to support talent acquisition efforts.
- Followed strategic recruitment plans , aligning hiring needs with business objectives.
Senior Customer Support Agent
PeopleCert
06.2023 - 05.2024
- Supervised shifts, handling real-time workforce management and agent performance monitoring.
- Resolved complex cases, escalations, and high-priority partner requests .
- Facilitated cross-team collaboration , ensuring smooth internal communication and issue resolution.
- Provided coaching and mentorship to customer support agents.
Internal Support & Coach (Hotline)
PeopleCert
09.2022 - 05.2023
- Provided coaching and support to agents, helping them navigate complex cases and challenging customers.
- Acted as the go-to resource for agents needing assistance beyond the knowledge base.
- Handled profile approvals, edits, and restricted system actions , ensuring smooth operations.
- Encouraged knowledge sharing and troubleshooting , helping agents improve problem-solving skills.
Customer Service Agent
PeopleCert
05.2022 - 09.2022
- Provided customer support via phone, email, and chat , resolving issues efficiently.
- Used CRM systems (Dynamics 365) and internal tools for case management.
Store and Office Manager
Dendrodomi | Repsol (Geotec SPA)
10.2016 - 10.2018
- Oversaw document tracking, store operations, and financial records .
- Managed document translation (English-Greek) and communication with landowners.
Education
Agriculture and Landscape Architecture -
Technological Educational Institute of Epirus
Google Project Management -
Google
04.2001 -
Security Awareness -
KnowBe4
04.2001 -
Creating New Businesses in The Digital Age -
Google
04.2001 -
Skills
Training & Development
Workforce Management
Coaching & Team Leadership
CRM Systems (Dynamics 365)
Partner & Stakeholder Relations
Process Optimization
Internal Communication
Problem-Solving & Decision-Making
Additional Information
Content Creator at IMVU Inc (2010 - Present)
- Created digital assets and graphic designs using Adobe Photoshop & Illustrator.
- Managed product marketing & community engagement on digital platforms.
Timeline
Operations Trainer
PeopleCert
11.2024 - Current
HR Operations Recruitment Specialist (Temporary)
PeopleCert
05.2024 - 10.2024
Senior Customer Support Agent
PeopleCert
06.2023 - 05.2024
Internal Support & Coach (Hotline)
PeopleCert
09.2022 - 05.2023
Customer Service Agent
PeopleCert
05.2022 - 09.2022
Store and Office Manager
Dendrodomi | Repsol (Geotec SPA)
10.2016 - 10.2018
Google Project Management -
Google
04.2001 -
Security Awareness -
KnowBe4
04.2001 -
Creating New Businesses in The Digital Age -
Google
04.2001 -
Agriculture and Landscape Architecture -
Technological Educational Institute of Epirus
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