Christina Androni
Athens
Summary
Energetic and analytical professional with strong aptitude for critical thinking and problem-solving. Well-versed in data analysis and interpretation, with proficiency in research methodologies and various intelligence software tools. Capable of delivering actionable intelligence insights to drive impactful decision-making and enhance security measures.
Overview
15
15
years of professional experience
Work History
Insurance Broker
Self-employeed
04.2010 - Current
- Provided exceptional customer service by responding quickly to inquiries, resolving issues, and anticipating client needs.
- Educated clients on various insurance products, enabling informed decisions regarding their coverage options.
- Generated referral business from satisfied customers who shared positive experiences with friends and colleagues.
- Maintained thorough knowledge of insurance regulations, staying up-to-date on changes that could impact clients or business operations.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Assisted clients with claims processing, ensuring a smooth experience during difficult times.
- Participated in ongoing professional development, staying current with insurance best practices and emerging industry trends.
- Enhanced customer loyalty by delivering timely and accurate policy updates and renewal information.
- Organized regular check-ins with clients to review coverage limits and ensure adequate protection as their life circumstances changed.
- Adhered to health and prescription insurance products, delivery systems, and claims systems.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Analyzed customer needs to provide customized insurance solutions.
- Educated clients on insurance policies and procedures.
CI Intelligence Analyst
Teleperformance
03.2022 - 08.2023
- Participation in Continuous Improvement or Transformation sessions to understand needs, requirements & processes.
- Implement Value Stream Mapping to identify business issues through process documentation.
- Identify waste, errors, deviation, inflexibility, bottlenecks, scrap to maximize TTE (Total Team Effectiveness)
- Implement problem solving methodology and root-cause analysis (Kaizen), in order to support value-based decision making.
- Transformation initiatives/proposals: Design improved end-to-end customer journeys to ensure exceptional customer experience.
- Create and implement solutions (5S, SOP, WI, Just in Time etc.) for all stakeholders that ensure process optimization, business success and continuity.
- Implement Operational Management: introduce day starts weekly meetings, cross functional meetings and KPI cascade strategy (translate mission and vision into team and individual KPIs).
- Develop metrics (Quality / Cost / Delivery / People) to measure the impact of continuous improvement activities.
- Coordinate solution implementation: create project plan and timelines, track project’s progress and inform stakeholders.
- Coach stakeholders towards developing a Lean culture and mindset.
- Share best practices and knowledge on Lean concepts/tools and provide updated training material for Lean management system & Agile methodology.
- Adhere to Teleperformance Rules & Regulations on personal & performance data Confidentiality & Security.
- Adhere to Internal and External Standards as those released by the Steering Committees (if applicable).
- Attend recurrent trainings published by the Client/Company on a regular basis.
Customer Care Agent
Teleperformance
05.2019 - 03.2022
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Reduced response times by implementing effective organizational strategies in managing inquiries.
- Mentored new hires on company policies, procedures, and best practices in providing exemplary customer support.
- Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.
- Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
- Increased issue resolution rate through continuous training and performance evaluation.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Collaborated with cross-functional teams to identify and address recurring customer concerns.
- Contributed towards a positive working environment by actively supporting colleagues during busy periods or when faced with challenging situations.
- Managed high call volume while maintaining exceptional service quality for all customers.
- Conducted regular quality assessments, ensuring consistent adherence to company standards of excellence in customer care.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved customer inquiries and complaints quickly.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Identified and resolved discrepancies and errors in customer accounts.
Internship Student
General Chemical State Laboratory
05.2016 - 07.2016
- Conducted chemical analyses on food samples to assess their quality and safety in accordance with regulatory standards.
- Applied analytical methods to determine the content of nutrients, additives, and preservatives in food products.
- Performed laboratory tests to detect harmful substances and bacteria in food.
- Participated in the certification and quality control process of food products in compliance with food safety and hygiene regulations.
- Organized and cataloged analysis results, ensuring accurate data recording and tracking.
- Collaborated with the team to implement preventive measures to avoid food contamination during production processes.
- Provided support in the preparation of reports and analysis of results for communication with relevant authorities.
- Assisted in food safety compliance assessments and evaluations to ensure adherence to national and international standards.
- Contributed to training activities related to the application of food quality and safety techniques to improve laboratory procedures.
Education
Chemical Engineering
National Technical University of Athens
Athens, Greece2nd General High School of Nea Smyrni
Athens, Greece01-2010
Skills
- Communication
- Sales
- Product Knowledge
- Analytical Skills
- Customer Service Orientation
- Soft Skills
- Coaching
- Problem-solving
- Critical thinking
- Organizational skills
- Decision-making
- Task prioritization
- Time management abilities
- Continuous improvement
- Standardizing procedures
Languages
Greek
Native language
English
Proficient
C2
Timeline
CI Intelligence Analyst
Teleperformance
03.2022 - 08.2023
Customer Care Agent
Teleperformance
05.2019 - 03.2022
Internship Student
General Chemical State Laboratory
05.2016 - 07.2016
Insurance Broker
Self-employeed
04.2010 - Current
Chemical Engineering
National Technical University of Athens
2nd General High School of Nea Smyrni
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