Melanie Boekema
Senior Supervisor – Project lead
Athens
Summary
A dynamic and results-driven professional with extensive experience in team management, quality assurance, and project leadership. Proven track record of setting up and managing projects from inception, aligning with client objectives, and delivering measurable results. Adept at motivating teams, analyzing performance data, and fostering strong client relationships. Fluent in Dutch and English.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
Work History
Senior Supervisor & Project Lead – TP Vision
Concentrix Hellas
10.2023 - Current
- Set up and managed a new project, covering IT processes, GDPR compliance, security procedures, recruitment, and client relationship management
- Delivered on client objectives within the first few months by achieving set targets
- Oversaw financial planning, including volume forecasting, budgeting, and revenue projections
- Led a cross-functional team to operational excellence and project success
- Presented monthly business reviews to clients, providing insights into progress and financial health
Senior Supervisor - Superstar
Concentrix Hellas
04.2022 - 10.2023
- Managed a team of team leaders across 8 markets and languages
- Ensured team alignment with client objectives and exceeded revenue targets
- Conducted weekly business reviews, addressing challenges and celebrating achievements
Team Leader – Superstar
Concentrix Hellas
08.2020 - 04.2022
- Directed a team of up to 26 advisors, driving motivation and performance
- Delivered coaching sessions and conducted regular performance evaluations
- Organized group coaching sessions to focus on quality and KPI improvement
Quality Assurance Analyst – Superstar
Concentrix Hellas
08.2019 - 08.2020
- Analyzed team performance data and implemented improvement strategies
- Led calibration sessions on both site and global levels to ensure quality consistency
Quality Assurance Analyst & Subject Matter Expert
Teleperformance Hellas
11.2018 - 08.2019
- Oversaw a team of 60 representatives, analyzing data to enhance performance
- Conducted group coaching sessions to address performance gaps
Contact Center Representative
Teleperformance Hellas
05.2015 - 11.2018
- Handled customer inquiries via calls, emails, and chats, maintaining high customer satisfaction
Education
Bachelor of Arts - Psychology
Deree – The American College of Greece
01.2021 - Current
Studied Tourism - Tourism
ROC Zadkine for Hospitality and Tourism
01.2007 - 01.2010
Skills
- Leadership & Team Management
- Client Relations
- Financial Management
- Quality Assurance
- Technical Skills
Accomplishments
- Woman of the year award, 2021
- Nominated for the PEOPLE FIRST award, 2021
- Won the PEOPLE FIRST award, 2022
Timeline
Senior Supervisor & Project Lead – TP Vision
Concentrix Hellas
10.2023 - Current
Senior Supervisor - Superstar
Concentrix Hellas
04.2022 - 10.2023
Bachelor of Arts - Psychology
Deree – The American College of Greece
01.2021 - Current
Team Leader – Superstar
Concentrix Hellas
08.2020 - 04.2022
Quality Assurance Analyst – Superstar
Concentrix Hellas
08.2019 - 08.2020
Quality Assurance Analyst & Subject Matter Expert
Teleperformance Hellas
11.2018 - 08.2019
Contact Center Representative
Teleperformance Hellas
05.2015 - 11.2018
Studied Tourism - Tourism
ROC Zadkine for Hospitality and Tourism
01.2007 - 01.2010
Similar Profiles
ALEXANDRA STRAGKAALEXANDRA STRAGKA
Team Leader at Concentrix HellasTeam Leader at Concentrix Hellas
Vassiliki FragouVassiliki Fragou
Team Leader at Concentrix - Webhelp HellasTeam Leader at Concentrix - Webhelp Hellas
JAY DAVILAJAY DAVILA
Equipment Manager at Hellas Construction, IncEquipment Manager at Hellas Construction, Inc