Floriculture,Apiculture,Gardening,Dance,Music,Cinema
Chrysi Pavlidou
Training Manager
Athens
Summary
As a Sales and Training professional with over 15 years of combined experience, I bring a unique blend of hands-on sales success, customer service expertise, and strategic learning leadership. I have proudly evolved from a trainer and B2C sales expert with a 96% success rate in exceeding targets, to a strategic team manager and client consultant.
My core strength lies in designing and delivering tailor-made training programs that empower employees and elevate the customer experience across diverse industries. Whether building onboarding journeys ,leadership and soft skills programs or high-impact CX training for international clients my mission remains clear:
Help people grow so they can help customers better.
I am entrepreneurial at heart, a natural leader, and a team player who excels in project management, cross-functional collaboration, and relationship development. With a deep understanding of adult learning principles and modern digital tools , I ensure learning is not only useful but memorable and actionable.
Key strengths include:
• End-to-end learning program design (analysis → content → delivery → impact)
• Custom CX training aligned with NPS, QA, and client-specific KPIs
• Coaching, soft skills development, and leadership readiness
• Proven success in sales and exceeding targets
• Cross-functional collaboration with clients, operations, and HR
• Leading teams and managing training projects across borders
Overview
16
16
years of professional experience
2
2
Languages
Work History
Training Manager
Cosmote E-Value
06.2024 - Current
- Lead a team of Learning & Development professionals responsible for onboarding, product training, upskilling, and leadership development
- Consult with major clients to assess training needs and design programs aligned with corporate culture and customer experience (CX) objectives
- Deliver training solutions across various modalities, including in-person, hybrid, and digital formats
- Ensure alignment with key performance indicators such as NPS, CSAT, FCR, and QA scores
- Achieve measurable improvements in program satisfaction, learner engagement, and team effectiveness
- Oversee project planning, stakeholder communication, and reporting for successful training rollouts
Senior Training Specialist
Cosmote E-Value
07.2022 - 05.2024
- Created customer-centric training on communication, soft skills, product knowledge, and problem-solving
- Collaborated with clients to develop learning content specific to their brand values and compliance frameworks Used a blended learning approach: classroom, virtual, and e-learning modules
- Managed LMS platforms and SharePoint for content delivery and performance tracking
- Supported performance improvement: +15% QA scores, 95% KPI alignment, and NPS 98
- Promoted a service-first mindset in every training program
- Enhanced employee performance by developing and implementing comprehensive training programs
CS Trainer
Cosmote E-Value
07.2015 - 06.2022
- Delivered onboarding, product, and soft skills training for frontline agents and team leaders
- Facilitated live role-plays, simulations, and practical exercises based on real customer interactions
- Customized training for various campaigns, including TelCo and B2B clients,banking,gaming,public services,ticketing
- Contributed to reduced onboarding time and increased early-stage service quality
Outbound Sales Supervisor
Cosmote E-Value
10.2013 - 07.2015
- Operational Coordination of 8 team managers regarding the day-to- day activities and working through the achievment of the monthly targets, for various TelCo related projects (sales, retention & crm campaigns for B2C and B2B)
- Overwatch the Quality Assurance of the teams in order to achieve customer experience
- Checking of the KPI's and make the necessary actions in order to meet and over exceed targets
- Planning Development Actions for the team managers in collaboration with the L&D department
- Communicate with all levels of the company in order to give the necessary feedback regarding the projects progression
- Lastly, participate in the recruitment process of the company regarding the telesales division
Team Manager
Cosmote E-Value
05.2012 - 09.2013
- I was in charge of a team of 40 individuals
- With my guidance, my team achieved every monthly and yearly goal it had. Our campaigns were sales campaigns for various products and services of the company
- Our campaigns were sales campaigns for various products and services of the company. I exceed every target given and meet all the KPIs by working very closely with every individual on my team (monitoring their calls, training them on the job, coaching them, giving them monthly feedback, and setting our next month's goals)
- In my duties was the quality assurance of the team. I made monthly quality evaluations for every representative and dependind on the results of it I designed a monthly action plan for each representative
Back Office Agent
Cosmote E-Value
06.2010 - 04.2012
- Back Office Support of the Sales Teams of the company
- Pending Issue Handling
- Sales and Activation Checking
Sales & Customer Service Representative
Cosmote E-Value
01.2010 - 05.2010
- Sales and CRM representative for many products and services of the company (TelCo).
- Achieved every goal given for the whole time I stayed at that position
Education
Bachelor Degree in French Language And Literature
National & Kapodistrian University of Athens
Athens06-2008
Skills
Leadership training
Workforce planning
Staff development plans
Program management
Training solutions development
Soft skills training
Change management
Performance metrics
Strategic thinker
Process evaluation and enhancement
Project management
Problem-solving
Organizational development
Interests
Timeline
Training Manager
Cosmote E-Value
06.2024 - Current
Senior Training Specialist
Cosmote E-Value
07.2022 - 05.2024
CS Trainer
Cosmote E-Value
07.2015 - 06.2022
Outbound Sales Supervisor
Cosmote E-Value
10.2013 - 07.2015
Team Manager
Cosmote E-Value
05.2012 - 09.2013
Back Office Agent
Cosmote E-Value
06.2010 - 04.2012
Sales & Customer Service Representative
Cosmote E-Value
01.2010 - 05.2010
Bachelor Degree in French Language And Literature
National & Kapodistrian University of Athens