Despoina Tsouklidi
Athens
Summary
Customer-oriented offering exceptional record of achievement over 15-year career. Dedicated to bettering customer experience with strategic and analytical approach to optimize operational procedures and improve customer satisfaction.Expert in analyzing customer feedback and provide solutions.
Overview
17
17
years of professional experience
Work History
Customer Experience Executive
Public Group
04.2022 - 04.2024
- Collaborate with internal stakeholders to close gaps and improve customer experience.
- Monitor performance metrics such as customer experience surveys (NPS) to increase customer satisfaction scores.
- Share Omni Channel Voice Of Customer Report across all organization and define action plan.
- Collaborate with upper management to implement continuous improvements and exceed team goals.
- Redesign customer notification flow to provide proactively all necessary info and a solid customer experience .
- Create contigency plan to defend and mitigate a crisis.
- Design recovery plan to respond effectively on crisis affects and minimise losses.
Customer Care Manager
Public Group
12.2019 - 03.2022
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Created customer support strategies to increase customer retention.
- Supervised daily operations inhouse & external call centers to maximize customer satisfaction and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Customer Care Center Supervisor
Public Group
03.2018 - 12.2019
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
Customer Care Team Leader
Public Group
12.2012 - 03.2018
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Wind
04.2011 - 10.2012
- Answered constant flow of customer calls with minimal wait times and on-hold.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
Vodafone
06.2009 - 04.2011
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times and on-hold.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
Customer Care Representative
Plaisio
09.2007 - 11.2009
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Cambridge International Diploma In Travel & Tourism - Tourism And Travel Management
Vellum Global Educational Services
07.2017
Applied Informatics In Management & Finance - Management Information Systems
Technologiko Ekpaideutiko Idryma Mesologhiou
Mesolonghi Greece10.2006
Skills
- Leadership abilities
- Complaint Handling
- Customer service orientation
- Team collaboration
- Emotional intelligence
- Adaptability and flexibility
- Process improvement
- Problem-solving abilities
- Active listening
- Performance monitoring
- Empathy and understanding
- Critical thinking
- Project management
- Customer feedback analysis
- Customer Complaint Resolution
- Operating Procedures and Policies
Languages
English
Advanced (C1)
Timeline
Customer Experience Executive
Public Group
04.2022 - 04.2024
Customer Care Manager
Public Group
12.2019 - 03.2022
Customer Care Center Supervisor
Public Group
03.2018 - 12.2019
Customer Care Team Leader
Public Group
12.2012 - 03.2018
Customer Service Representative
Wind
04.2011 - 10.2012
Customer Service Representative
Vodafone
06.2009 - 04.2011
Customer Care Representative
Plaisio
09.2007 - 11.2009
Cambridge International Diploma In Travel & Tourism - Tourism And Travel Management
Vellum Global Educational Services
Applied Informatics In Management & Finance - Management Information Systems
Technologiko Ekpaideutiko Idryma Mesologhiou
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