Effimia Asteriadou
Athens
Summary
As a Customer Service Banking Supervisor at Nexi Greece, I have been leading and developing a team of customer service agents for over six years, ensuring the highest standards of service quality, customer satisfaction, and operational efficiency. I have successfully implemented Lean Six Sigma methodologies, action plans, and quality monitoring systems to improve the key performance indicators, such as NPS, CSAT, SLA, and productivity of the team and clients respectively.
I have also been involved in recruiting by interviewing and onboarding new hires for the Customer Service Department, using extensive experience and critical thinking. Having a thorough knowledge of the e-banking project for Alpha Bank, one of the largest banks in Greece, I have designed and delivered training schedules, agendas and procedures and I have participated in the development of the quality assessment form currently in use. I am constantly open minded, organized and effective in understanding and working towards the achievement of the company's objectives as well as passionate about coaching and empowering team members, due to excellent communication and interpersonal skills.
Overview
20
20
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Banking Supervisor
NEXI GREECE
02.2018 - 03.2024
Supervising employees:
- Lead a Team of Contact Center Agents (average 20 members) aiming to achieve a high level of customer satisfaction, whilst meeting service level agreements and objectives. (Live monitoring,1 to 1 for calls issues after escalation, Team/Agent meetings/management, Quality Monitoring Achievement, Action plans, Adherence, Productivity, KPI metrics ,Client satisfaction survey for NPS & for CSAT on existing survey model).
- Evaluate performance and make appropriate documentation of measurements
- Organize workflow and ensure that employees understand their duties or delegated tasks
- Receive complaints and resolve problems
- Pass on information from upper management to employees and vice versa
- Prepare and submit performance reports
- Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises
- Escalate employees' performance issues on time, Escalate products, requirements, security issues on time
- Succession planning for critical roles & developing High Potential individuals or team members
Project management:
- Web banking issues investigation/evaluation/resolution with NEXI or Alpha Bank Teams
- Escalation process for Web/Mobile Banking issues (technical)
- Web support team administration
- Release/Redesign Web Banking service tests
- Filtering, evaluation & creation of updates/procedures to support and/or training in cooperation with Alpha Bank
- Response to ad-hoc Alpha Bank's requests, Service Now Incident for e-services issues.
Recruiting employees for CS Department:
- Conducting Interviews for new hires
- Onboarding new hires, providing them with company information and benefits overview.
- Processing new hire / job termination paperwork, ensuring accuracy and completeness.
- Performing other HR-related tasks as assigned.
Trainer
First Data
05.2015 - 01.2018
- Training people of the department of Customer Service at Web banking project (client Alpha Bank), creating project's manuals, producing training schedules and classroom agenda, determine training passing procedures, participation at developing quality assesment form currently in use
Customer Service Operations Specialist- Shift Leader
First Data
05.2014 - 05.2015
- Managing afternoon and weekend shift operation of the Customer Service team (team management, SLA handling, communication with Alpha Bank for technical & fraud issues)
Customer Service Representative
First Data
04.2004 - 05.2014
- Phone & Web Banking technical support (client Alpha Bank)
Education
History and Archaeology -
Aristotle University of Thessaloniki
09.1998 - 05.2003
Skills
Written & Oral Communication
Certifications And Courses
- Project Management -E Learning UNIVERSITY OF ATHENS
- Lean Six Sigma Green Belt Certification - SSA & Company
- Amnis Learning & Growth in cooperation with The Hellenic Institute of Customer Service (HICS)
- Business περιβάλλον - SLEED in cooperation with The Hellenic Institute of Customer Service (HICS)
- Breaking Boundaries: Balancing growth and Quality in CS during Global Expansion - Novibet in cooperation with The Hellenic Institute of Customer Service (HICS)
- Response in cooperation with The Hellenic Institute of Customer Service (HICS)
- Interviewing and Hiring - First Data
- Coaching and Giving Feedback - First Data
Personal Information
- Place of Birth: Thessaloniki
- Date of Birth: 09/15/80
- Driving License: B
- Marital Status: Married
References
References available on request.
Timeline
Customer Service Banking Supervisor
NEXI GREECE
02.2018 - 03.2024
Trainer
First Data
05.2015 - 01.2018
Customer Service Operations Specialist- Shift Leader
First Data
05.2014 - 05.2015
Customer Service Representative
First Data
04.2004 - 05.2014
History and Archaeology -
Aristotle University of Thessaloniki
09.1998 - 05.2003
Similar Profiles
Odysseas KonstantinopoulosOdysseas Konstantinopoulos
Head of Business Analysis and Product Innovation at NEXI PROCESSING GREECEHead of Business Analysis and Product Innovation at NEXI PROCESSING GREECE
Marco RojasMarco Rojas
Senior DevOps Engineer at NEXISenior DevOps Engineer at NEXI
Shanmugam ThevarShanmugam Thevar
Technical Lead at Nexi / NetsTechnical Lead at Nexi / Nets