Carlos Agouridis

Delivered exceptional customer support in B2B environment, assisting clients with app setup and troubleshooting via video calls.

• Authored and managed Help Center articles, improving customer education and self-service options.
• Utilized basic HTML to identify and resolve Shopify store issues and applied CSS for customizations to meet client-specific requirements.
• De-escalated customer complaints, resolving conflicts and preventing negative app reviews.
• Provided in-depth guidance on app features, billing, and technical inquiries, contributing to high customer satisfaction and retention.

• Supervised and guided 6–7 teams to achieve and exceed CSAT goals, driving a 20% improvement in customer satisfaction within 6 months.
• Provided coaching, feedback, and support to team members to enhance performance and meet KPIs.
• Monitored team performance metrics and implemented strategies to address gaps and optimize workflows.
• Acted as a liaison between teams and leadership, ensuring alignment on goals and priorities.
• Resolved escalated customer issues and provided support for complex cases, ensuring high-quality service delivery.

• Delivered high-quality support to customers, resolving complex inquiries efficiently and maintaining high satisfaction levels.
• Acted as a point of escalation for challenging cases, providing expert guidance and solutions.
• Mentored junior team members, offering training and support to enhance overall team performance.
• Monitored customer feedback and identified areas for improvement, collaborating with leadership to implement service enhancements.
• Analyzed key performance metrics, ensuring adherence to SLAs and contributing to consistent team success.

• Supervised a team of promotional staff, ensuring effective product demonstrations and brand representation.
• Coordinated schedules, assigned tasks, and monitored team performance during events and promotions.
• Provided on-site support to resolve issues and maintain team motivation.
• Ensured compliance with brand guidelines and marketing strategies to maximize customer engagement.
• Compiled performance reports and provided feedback to management for campaign optimization.