Katerina Varnali
Thessaloniki,54
Summary
Professional in customer service management prepared to elevate client satisfaction and streamline processes. Proven track record in resolving complex issues, enhancing customer experiences, and fostering collaborative team environment. Strong communication, problem-solving, and leadership skills ensure adaptability to changing needs and reliability in achieving impactful results.
Overview
23
23
years of professional experience
Work History
Customer Support & Customer Care Manager
Apifon SA
06.2024 - Current
- Accomplish multiple tasks within established timeframes.
- Maximize performance by monitoring daily activities and mentoring team members.
- Manage budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Establish team priorities, maintained schedules and monitor performance.
- Define clear targets and objectives and communicate to other team members.
- Evaluate employee performance and convey constructive feedback to improve skills.
- Successfully manage budgets and allocate resources to maximize productivity and profitability.
- Achieve departmental goals by developing and executing strategic plans and performance metrics.
Customer Care Team Leader
Apifon
03.2023 - 06.2024
- Championed change initiatives within the department that led to increased employee engagement scores while improving overall workplace morale.
- Streamlined team communication for improved efficiency and productivity in daily tasks.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Delivered exceptional coaching and mentoring to team members, resulting in enhanced skillsets and career growth opportunities.
- Maintained a positive work environment by fostering open communication and promoting teamwork among staff members.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered prompt service to prioritize customer needs.
- Contributed to team success, consistently achieving call center performance metrics.
Customer Care Representative / Key Account Manager
Vodafone
02.2002 - 11.2015
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Contributed to team success, consistently achieving call center performance metrics.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Logged call information and solutions provided into internal database.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
Education
Bachelor of Science - Business Administration
American College of Thessaloniki.
Thessaloniki02.1998
Skills
- Organizational Skills
- Negotiation Skills
- Multitasking
- Communication and Listening Skills
- Conflict Resolution
- Quick adjustment to new policies
- Customer Relations
- Team Management
- Delegation and Supervision
- Reliability
Languages
Greek
Proficient
C2
English
Advanced
C1
Timeline
Customer Support & Customer Care Manager
Apifon SA
06.2024 - Current
Customer Care Team Leader
Apifon
03.2023 - 06.2024
Customer Care Representative / Key Account Manager
Vodafone
02.2002 - 11.2015
Bachelor of Science - Business Administration
American College of Thessaloniki.
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