Irene Cathrine Papaspyrou
Manager Of Customer Success Global Resource Group
Athens
Summary
Dynamic leader with a proven track record at Travelport , adept in operations management and team leadership. Excelled in enhancing customer satisfaction and driving business growth through strategic planning and relationship building. Achieved notable increases in client retention and satisfaction, leveraging skills in negotiation and project management.
Overview
22
22
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Manager of Customer Success Global Resource Group
Travelport
01.2024 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Improved marketing to attract new customers and promote business.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Customer Success Manager
Travelport
01.2020 - 12.2023
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
OTA Solution Manager
Travelport
01.2012 - 12.2019
- Increased department productivity by optimizing workflows and implementing best practices for solution management processes.
- Promoted a culture of continuous improvement by encouraging team members to share ideas for enhancing solution offerings or streamlining operational efficiencies.
- Contributed to company growth by securing repeat business from satisfied clients and facilitating referrals through excellent customer service practices.
- Conducted post-implementation reviews to identify areas of success as well as opportunities for improvement in future projects.
- Coordinated with technical teams to ensure solution designs were in alignment with clients'' infrastructure requirements and overall technology strategy.
- Developed detailed project plans outlining scope, goals, deliverables, required resources, budgetary projections, and timelines to ensure a smooth execution process.
Account Manager
Travelport
01.2007 - 12.2011
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Developed customized account plans for clients to help them achieve their business goals.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
Account Manager
INTRACOM
03.2005 - 04.2007
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Negotiated contracts with focus on maximizing profit and ensuring client satisfaction.
Research Assistant of Sector Based Studies
ICAP
09.2002 - 08.2004
- Organized research materials, maintaining a well-ordered workspace conducive to productivity.
- Participated actively in regular meetings with fellow researchers to discuss project updates, challenges faced, and lessons learned during ongoing activities.
- Monitored project timelines, ensuring timely completion of tasks while maintaining high-quality output.
- Conducted literature reviews to support hypothesis development and identify gaps in existing knowledge.
- Synthesized complex information into clear summaries to make findings accessible to diverse audiences.
Education
Certificate of Multimedia - Multimedia And Information Technology
Technical Institute - IT Studies
Athens, Greece 04.2001 -
Associate in Business Administration - European Business Administration
British Hellenic College
Athens, Greece 04.2001 -
Skills
Team leadership
Operations management
Strategic planning
Decision-making
Customer service
Business development
Project management
Business administration
Relationship building
Negotiation
Sales management
Certification
Elite Account Management
Timeline
Manager of Customer Success Global Resource Group
Travelport
01.2024 - Current
Customer Success Manager
Travelport
01.2020 - 12.2023
Cyber Security Training
05-2016
Code of Business Conduct and Ethics
03-2014
Elite Account Management
02-2012
OTA Solution Manager
Travelport
01.2012 - 12.2019
Account Manager
Travelport
01.2007 - 12.2011
Account Manager
INTRACOM
03.2005 - 04.2007
Research Assistant of Sector Based Studies
ICAP
09.2002 - 08.2004
Certificate of Multimedia - Multimedia And Information Technology
Technical Institute - IT Studies
04.2001 -
Associate in Business Administration - European Business Administration
British Hellenic College
04.2001 -
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