Ilias Papastergiou
Team Leader
Veroia
Summary
Dynamic professional with a strong foundation in finance and accounting, complemented by a passion for technology developed through a career in tech and customer support. Proven ability to communicate effectively and make critical decisions under pressure, while consistently pursuing knowledge and skill enhancement. Goal-oriented team manager with extensive leadership experience in the BPO Industry, dedicated to achieving performance objectives and fostering collaborative environments. Committed to developing innovative strategies, providing comprehensive training, and building lasting relationships across all organizational levels.
Overview
3
3
Languages
6
6
years of professional experience
Work History
Team Manager
Booking.com / Teleperformance
01.2026 - Current
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Spearheaded quality assurance initiatives, resulting in fewer errors and higher client satisfaction.
- Promoted customer-centric approach, leading to repeat business and referrals.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Customer Service Representative
Booking.com / Teleperformance
08.2023 - 01.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Banking Customer Service Advisor
Foundever (Sitel Group)
01.2022 - 01.2023
- Responsible for customer banking support in both English and German via phone and Live Chat.
- Responsible for financial assignments
Technical support in Seagate
Teleperformance
01.2021 - 01.2022
- Responsible for customer tech support in both English and German via phone and Email.
- Responsible for supporting High value Customers.
- Offering lvl1 and lvl2 support for HDD/SSD and NAS devices.
- Offering support for Data collection devices used in data centers a.k.a Seagate Lyve project.
Accountant
Accounting office
01.2021 - 01.2022
- Responsible for financial assignments.
- Internship
Customer support in Share now car rental service
Teleperformance
01.2020 - 01.2021
- Responsible to support Share now customers both in English and German via phone chat and emails.
- First level support and assistance in App related issues.
Education
Associate of Applied Science - Finance and Accounting
Western Macedonia University of Applied Sciences
Kozani, Greece 04.2001 -
Finance and Business administration
Hochschule Karlsruhe HKA University of Applied Sciences
01-2019
MBA - Management Information Systems
University of Western Macedonia
Kozani 04.2001 -
Skills
Windows Office Specialist (MOS) Certified
Basic Knowledge of Microsoft PowerBI
Computer Hardware
Entry-level Python development
Financial Accounting
Lean Six Sigma Yellow Belt Certified
Applying AI tools to drive team efficiency, automate workflows, and improve customer support performance (ChatGPT, Microsoft Copilot, Google Gemini, Perplexity AI)
Entry-level Python development
Accomplishments
Part of the management team overseeing 15 agents within a 40-person site in a small-scale startup project. Drove rapid success through hard work, technical expertise, and quick adaptation to AI-driven processes. Implemented extensive AI training for agents, enabling the team to become the top-performing group globally in KPIs and establishing the hub as the primary contributor to the German market in Europe
Basketball (Semi-professional level)
Active basketball player in local top-tier amateur leagues, competing with a regular team, achieving wins, and contributing earnings from tournaments to charitable foundations.
Timeline
Team Manager
Booking.com / Teleperformance
01.2026 - Current
Customer Service Representative
Booking.com / Teleperformance
08.2023 - 01.2025
Banking Customer Service Advisor
Foundever (Sitel Group)
01.2022 - 01.2023
Technical support in Seagate
Teleperformance
01.2021 - 01.2022
Accountant
Accounting office
01.2021 - 01.2022
Customer support in Share now car rental service
Teleperformance
01.2020 - 01.2021
Associate of Applied Science - Finance and Accounting
Western Macedonia University of Applied Sciences
04.2001 -
MBA - Management Information Systems
University of Western Macedonia
04.2001 -
Finance and Business administration
Hochschule Karlsruhe HKA University of Applied Sciences