Nikol Pyrgaki

• Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
• Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
• Monitored employee performance to identify areas for improvement and additional training needs.
• Audited customer support procedures and collaborated regionally to promote standardization across offices.
• Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
• Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
• Managed a team of customer support representatives, providing ongoing training and development opportunities.
• Built strong relationships with field operations team to support business development opportunities and improve service.
• Led efforts in revising internal documentation procedures which resulted in more accurate records of client interactions.

• Informed clients of policies and procedures.
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.

Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.

• Planned, designed, and scheduled phases for large projects.
• Responsible for management and technical support, designing proposals to combat issues of social exclusion and discrimination.
• Project Coordinator in the field of non-formal education, employment, primary health system, culture and environmental awareness with emphasis in the social economy sector, focusing on the social group of Roma.
• Project Officer, coordinating and having the overall supervision of the activities in the project "Fryktoria: Paving way for the citizens of tomorrow", part of the program" We are all citizens". The project aimed at understanding the citizenship of multicultural groups of teenagers in 17 schools in the municipalities of Ilion and Aspropyrgos (areas with intense multicultural elements).

• Assisted call-in customers with questions and orders.
• Enhanced product knowledge through continuous training and professional development opportunities.
• Negotiated prices, terms of sales and service agreements.
• Met with customers to discuss and ascertain needs, tailor solutions and close deals.