Dimitrios Galanopoulos

• Drive team KPI
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Created, prepared and delivered reports to various departments.
• Led process improvement and problem-solving efforts to create
  standard procedures and escalation policy for customer support team.
• Coached employees through day-to-day work and complex problems.
• Exceeded team goals and collaborated with staff members to
  implement customer service initiatives.
• Developed documentation and logs of implemented solutions and
  generated and submitted reports

Change of Department

• Created plans and communicated deadlines to ensure projects were completed on time.
• Carried out day-day-day duties accurately and efficiently.
• Resolved conflicts and negotiated mutually beneficial agreements between parties.
• Served customers in a friendly, efficient manner following outlined steps of service.
• Evaluated consumer preferences and behaviors, combined with
  market trends and historical data, to adjust and enhance campaigns.
• Planned and implemented studies to assess market conditions and evaluated results to enhance marketing campaigns.
• Developed insights on marketing campaigns to assess performance
  against goals.

Change of Department

• Building long-term relationship with key clients.
• Addressing customer concerns and complaints.
• Creating sales plans to generate revenue. Inform clients about
  company products, services and promotions.
• Ensure that client requests are handled timely and accurately.
  Maintain up-to-date knowledge about company products and
  services.
• Gave presentations of completed work to managers.
• Managed over 50 customer calls per day.

• Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions
• Coordinated timely responses to online customer communication and researched complex issues, handling over 100 emails and 80 chats per day
• Assisted call-in customers with questions Delivered superior client
  services, fostering strong rapport, retention and satisfaction
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
• Coordinated timely responses to online customer communication and researched complex issues
• Also responsible for Senior duties, as well as providing feedback to colleagues as supervisor

• Exceeded regional annual sales target by 200%, directing and
  motivating high-performing sales team.
• Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
• Reduced costs 20% through client and distributor price negotiations.
• Educated customers on use of banking website and mobile apps.
• Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.

Break has to be taken in between due to studies in university: 07/2004 - 11/2005; 09/2009 - 05/2011. After studies were almost finished, company re-hired me.

• Managed order cycle to enhance business development and maintain sustainability and customer satisfaction.
• Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
• Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.