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Ευδοκία Μπίνιου
Team Leader
Νέα Σμύρνη
Summary
Strategic team leader with expertise in mentoring and coaching. Streamlines communication and enhances operational efficiency to boost team performance and customer satisfaction. Implements performance tracking systems and facilitates cross-departmental collaboration to improve productivity. Develops quality control processes and conducts assessments to drive improvements and ensure compliance with industry standards.
Overview
3
3
Languages
9
9
years of professional experience
Work History
Team Leader
Foundever
05.2018 - 08.2022
- Led team to achieve operational excellence through effective workflow management and resource allocation.
- Mentored junior staff, fostering professional development and promoting a culture of continuous improvement.
- Streamlined communication processes, enhancing team collaboration and information sharing across departments.
- Implemented performance tracking systems to monitor productivity and identify areas for efficiency gains.
- Analyzed operational challenges, proposing strategic solutions that enhanced overall team performance and morale.
- Set performance expectations for the team and monitored progress towards goals.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Quality Analyst
Foundever
12.2015 - 05.2018
- Conducted thorough quality assessments to ensure compliance with industry standards and regulations.
- Developed and implemented quality control processes to enhance operational efficiency.
- Led root cause analysis initiatives to address defects and prevent recurrence.
- Analyzed data trends to drive improvements in product quality and customer satisfaction.
- Collaborated with cross-functional teams to identify and resolve quality issues effectively.
- Streamlined reporting procedures, improving accuracy of quality documentation systems.
- Mentored junior analysts in best practices for quality assurance methodologies.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
Customer Support Specialist
Foundever
11.2013 - 12.2015
- Resolved customer inquiries through multi-channel support, significantly enhancing customer satisfaction and engagement.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
- Streamlined ticket resolution processes, reducing average response time and improving service quality.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Built strong relationships with clients, leading to increased repeat business and positive feedback.
- Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
- Managed escalated support cases with diplomacy and tact, effectively defusing tense situations between company and customers.
- Utilized CRM systems to track customer interactions and document case notes.
Education
High School Diploma -
6th Highschool
Nea Smyrni, Greece 04.2001 -
Skills
People management
Performance management
Coaching and mentoring
Work Planning and Prioritization
Quality improvement
Problem-solving
Analytical thinking
Documentation and reporting
Attention to detail
Employee engagement
Interests
Timeline
Team Leader
Foundever
05.2018 - 08.2022
Quality Analyst
Foundever
12.2015 - 05.2018
Customer Support Specialist
Foundever
11.2013 - 12.2015
High School Diploma -
6th Highschool
04.2001 -