Leonidas Mourmouras

Entry-level position in customer service and online proctoring.

Maintained all previous duties from the Customer Service Agent role - without loss in quality, productivity or efficiency - taking on additional tasks:

• Cross-trained in online proctoring, facilitating exam onboarding and supervision while ensuring compliance and a smooth candidate experience.
• Adapted quickly to new software tools and collaborated across teams to meet shared goals efficiently.
• Handled complex issues and escalations, supporting management decisions and contributing to improved customer retention.
• Maintained high service standards through proactive follow-ups and a solutions-oriented approach to customer support.

As of June 2025: participated in the "Mentor" initiative, as recognition of outstanding performance. Further tasks as part of the initiative:

• Provided real-time shift supervision, managing agent inquiries, break schedules, and contact channel performance to ensure smooth operations.
• Supported management and Team Leaders through back-office tasks, productivity monitoring, and performance feedback to boost team efficiency.
• Mentored new hires, delivering training on company policies, tools, and procedures to accelerate onboarding and team readiness.
• Managed social media platforms (Hootsuite, LinkedIn, Instagram, Facebook, X), responding to messages and maintaining brand presence.

Transitioned to on-premises operations at the same role.

• Retained and expanded responsibilities from the remote role, focusing on senior-level tasks, complaints, and the dedicated Membership project.
• Strengthened cross-department collaboration, fostering positive relationships that enhanced workplace efficiency and morale.
• Contributed to staff development through the "Train the Trainer" initiative, equipping trainers with knowledge of senior customer service tasks.
• Consistently exceeded performance metrics, balancing front-desk and back-office duties while adapting to evolving demands.

Entry-level customer service position at PeopleCert, a global provider of examination and accreditation services.

• Resolved a wide range of customer issues, including account discrepancies and escalations, ensuring satisfaction and safeguarding brand reputation.
• Managed high inquiry volumes with strong attention to detail, effectively prioritizing tasks and projects in fast-paced environments.
• Communicated product features clearly, empowering customers to make informed decisions and enhancing overall service quality.
• Built lasting customer relationships through empathy, professionalism, and collaboration with management to address complex concerns.
• Contributed to achieving company goals by consistently meeting or exceeding performance metrics, and embodying the company's core values of Quality, Innovation, Passion, Integrity.

As of Q1 2024: started handling senior tasks and took on back-office duties, as an experienced agent.

• Provided cross-functional support to leadership and multiple departments, managing communications, escalating technical issues, and handling VIP and exceptional customer requests.
• Promoted operational efficiency by improving processes, managing email workflows, and ensuring timely resolution of interdepartmental tasks.
• Collaborated with sales, marketing, and business development teams to align on goals, resolve complex issues, and deliver high-impact solutions.
• Trained staff and partners, sharing expertise on procedures and services to enhance team performance and service quality.

As of Q4 2024: up-skilled and trained for the dedicated Membership team.

• Supported a key company project, staying up to date with product developments and providing specialized assistance during customer transitions and technical issue resolution.
• Handled account merges, certification renewals, and subscription issues, verifying legacy data and ensuring smooth integration into current systems.
• Boosted customer retention by offering tailored discounts and promoting new product lines, while personally assisting VIP partners.
• Maintained high performance under growing workload, collaborating across departments and consistently meeting or exceeding KPIs.

Part-time involvement, in an assistive and advisory capacity, with the family business' e-commerce project.

• Contributed to e-commerce platform development, structuring product data, aligning listings with inventory, and providing UI/layout feedback.
• Managed multiple tasks simultaneously, optimizing project timelines while maintaining accuracy and consistency in documentation.
• Ensured high-quality execution, supporting both technical and operational aspects of the project with attention to detail and adaptability.

Entry level security position at a shooting site owned by a Hollywood affiliated, independent film production company.

• Monitored premises and controlled access, responding to alarms and emergencies while maintaining a zero-incident record through detailed logging and inspections.
• Worked flexible shifts, including nights, weekends, and holidays, demonstrating reliability and adaptability in fast-paced environments.
• Collaborated effectively in team settings, offering support and guidance while also excelling independently with a proactive and respectful attitude.
• Quick to learn and adapt, consistently applying new skills to ensure safety, efficiency, and smooth operations across surveillance and security tasks.

Entry level, retail position at the family business: hardware store / quincaillerie.

Front-desk duties focusing on reception, sales & marketing, and customer experience.

• Provided attentive front-desk service, assisting walk-in customers, handling inquiries via phone and email, and maintaining a clean, welcoming environment.
• Boosted sales and customer satisfaction by streamlining front-desk processes, promoting in-store offers, and upselling relevant products.
• Processed transactions efficiently using POS systems and relayed customer feedback to management for continuous improvement.
• Supported marketing efforts, assisting in the creation of promotional materials and contributing to a positive brand experience.
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Back-office duties centering on inventory, stocking-restocking, and partner communication.

• Oversaw daily inventory counts and prepared detailed reports on purchase orders, stock levels, and invoicing to ensure data accuracy.
• Coordinated logistics operations, scheduling daily pickups and weekly deliveries in collaboration with vendors.
• Enhanced supply chain efficiency by building and maintaining strong relationships with key suppliers and carriers.
• Streamlined inventory and reporting processes, contributing to improved operational flow and reduced discrepancies.