Jenny Azdaridi

(Role formerly “Customer Service Team Leader” prior to team merger on 01/06/2025)

- Coordinate and oversee dedicated teams, including Hotline and ECDL, ensuring aligned operations and seamless collaboration across functions

- Managing schedules, shift changes, KPIs, VoC, and OpEx to meet SLA and performance targets
- Provide coaching, onboarding, and development plans to agents using SMART goals and real-time feedback loops
- Proactively assess and manage complex customer issues to prevent potential escalations

- Take ownership of escalated complaints and high-stakes cases, driving prompt resolution and customer satisfaction
- Monitor real-time workflow demands and delegate tasks for optimal efficiency
- Strategically plan team capacity to meet customer and scheduling demands in a 24/7/365 environment
- Collaborate with WFM, IT, and interdepartmental stakeholders on systems, policy changes, and product updates
- Initiate and contribute to process improvement requests aimed at enhancing internal operations and customer experience
- Align dedicated teams with technical updates, escalations, and product changes to maintain service excellence
- Manage refunds, B2C payments, and exam slot availability
- Support a positive team culture by highlighting leadership development and individual contributions

Between 11/2022-07/2024:

Customer Service Agent

- Delivered customer support across multiple channels (phone, email, live chat), utilizing in-depth product knowledge and technical troubleshooting skills

- Served as a key member of the ECDL Dedicated Team (from Jan 2023), specializing in complex product-related queries and issue resolution

- Escalated sensitive or challenging cases to relevant departments or senior management, exercising sound judgment and initiative

- Consistently upheld high standards in both communication quality and productivity, aligned with company performance metrics

- Demonstrated adaptability by embracing ongoing updates to internal processes, policies, and systems

- Actively contributed to operational improvements through regular feedback and solution-oriented suggestions

- Oversaw customer communications, order tracking, and workshop coordination
- Managed email and social media inquiries, arranged product orders, and supported external business errands

- Provided in-store customer support, inventory management, and product data entry
- Handled deliveries and enhanced store aesthetics for seasonal promotions

- Delivered high-quality customer service and managed bar supplies and cashier duties
- Supported bar operations and team coordination during events

- Assisted customers, processed payments, and managed supply chains
- Served as store manager and led shop window design initiatives