Foteini Paktiti

• Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
• Utilized comprehensive system knowledge to develop and implement innovative solutions to improve colleagues’ daily tasks.
• Conducted regular assessments of suppliers to ensure they delivered excellent services to customers and adhered to agreed-upon costs.
• Monitored cases involving replacement vehicles.
• Maintained weekly communication with other departments to align strategies and processes for optimal outcomes.

• Built strong client relationships through consistent communication and effective problemsolving.
• Collaborated with cross-functional teams to deliver comprehensive solutions for clients'' needs.
• Boosted customer satisfaction by providing exceptional product knowledge.
• Provided ongoing support to existing clients, maintaining a high level of satisfaction and encouraging repeat business.
• Presented remote demonstrations to potential customers, effectively showcasing the company’s offerings.
• Conducted remote training and provided guidelines to existing customers, enhancing their experience.
• Played a key role in rewriting and expanding the company’s manual, ensuring clarity and usability.
• Developed internal procedures to streamline operations and improve efficiency.

• Reported directly to the Chief Operation Officer (COO) and CEO, providing regular updates and strategic insights

• Managed and led Avis-Budget’s Call Center for RAC and Leasing customers, ensuring high-quality service delivery.

• Oversaw Contact Center Back Office operations, optimizing processes and workflows.

• Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.

• Directed the development and implementation of CRM strategies to enhance customer relationships.

• Created comprehensive training programs for new hires, resulting in faster onboarding and increased productivity.

• Achieved high levels of customer satisfaction with proactive issue resolution strategies and consistent followup.

• Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.

• Formulated and executed customer service strategies aligned with organizational goals, resulting in improved customer satisfaction and retention.

• Collaborated with training team to boost product support and certification training initiatives.

• Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.

• Implemented budgetary and financial plans to meet customer service objectives and optimize resources.

• Supervised Contact Center Officers, ensuring high performance and adherence to service standards.

• Monitored and evaluated team knowledge levels, providing targeted training and support as needed.

• Conducted regular assessments and role-playing exercises to enhance communication and service quality.

• Managed departmental schedules and workflows, optimizing productivity and efficiency.

• Analyzed departmental statistics and performance metrics to drive continuous improvement.

• Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.

• Played an instrumental role in creating standard operating procedures that optimized contact center workflows.

• Supervised and tracked phone and email activity using various contact center applications and software tools.

• Directed, guided, coached and mentored team of 15 agents and surpassed individual and corporate goals.

• Delivered exceptional customer service to retail and corporate clients through inbound and outbound calls.

• Managed email correspondence related to offers, bookings, and complaints, resolving issues promptly.

• Demonstrated strong communication and problem-solving skills to address customer inquiries effectively.

• Conducted research on innovative methods of wine aging and winemaking, contributing to the advancement of the field.
• Composed technical reports and charts to document experimental test results.
• Operated laboratory equipment and prepared compounds and solutions to conduct tests.