Dimitra Stamatoudaki
Operations Manager
Athens
Summary
Seasoned Operations Manager and talented leader with 5 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Operations Manager
Teleperformance
01.2024 - Current
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Facilitated smooth collaboration between departments through clear communication channels in two different LOBs
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed and implemented strategies to maximize performance.
Assistant Call Center Manager
Teleperformance
11.2022 - 01.2024
- Developed quality employees within call center to take over leadership positions
- Determined quality assurance benchmarks and set standards for improvement
- Implemented business strategies, increasing revenue and effectively targeting new markets and growing existing business
- Led cross-functional teams in developing strategies for improving call center operations, resulting in increased efficiency and cost savings.
- Achieved cost savings by negotiating contracts with vendors and implementing cost-effective solutions within the call center.
Operations Supervisor
Teleperformance Greece / Piraeus, Athens
01.2019 - 10.2022
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
Technical Support Advisor (Tier 2)
Teleperformance Greece / Piraeus, Athens
01.2016 - 09.2019
- Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
- Resolved problems, improved operations and provided exceptional service.
- Maintained expert-level knowledge of client products to provide accurate information to clients during support calls.
Education
BACHELORS IN LAW -
National and Kapodistrian University of Athens
01.2006 - 04.2011
Skills
Microsoft Office
Greek (native)
English (C2)
German (B2)
Italian (B2)
Process Improvement
Lean Six Sigma Yellow Belt Certification
Timeline
Operations Manager
Teleperformance
01.2024 - Current
Assistant Call Center Manager
Teleperformance
11.2022 - 01.2024
Operations Supervisor
Teleperformance Greece / Piraeus, Athens
01.2019 - 10.2022
Technical Support Advisor (Tier 2)
Teleperformance Greece / Piraeus, Athens
01.2016 - 09.2019
BACHELORS IN LAW -
National and Kapodistrian University of Athens
01.2006 - 04.2011
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