Polina Kuznetsova-Mangiridi

Currently I audit interactions for 3 LoBs within the project, including our escalation team.

My key responsibilities are to:

• Coach agents for performance improvement (campaign specific)
• Report performance for aligned span on daily/weekly/monthly basis
• Provide inputs, basis audits, for briefings and training need identification
• Partner with TLs in leading Team Meetings for metric improvement
• Participate in strategic projects and calibration sessions with global partners within campaign.
• Identify and escalate any potential quality issues per defined process
• Report defects; verify defect fixes
• Suggest process/system improvements based on common concerns of any kind
• Drive quality initiatives, contests and campaigns for assigned span
• Be updated on knowledge and serve as Subject Matter Expert for campaign/LoB.

Hired initially as a Customer Care Specialist, upon successful completion of the training, I was selected to fulfill the role of a Quality Analyst within the same project.

Job description:

• Forecast demand and manage fleet inventory to ensure efficient and safe operations.
• Serve as a customer guide through the rental process, enhancing the travel experience while ensuring clarity, compliance with legislation, and adherence to company policies.
• Prepare rental agreements while maximizing rates, by addressing customer preferences for additional services.
• Process customer rental returns, conduct discreet vehicle damage assessments, and be in position to accurately report findings to customers while effectively managing potential conflict situations
• Handle all inbound telephone and email inquiries
• Assist customers and provide information with any concerns they may have.

• Processed rental agreements and ensured all required documentation was completed accurately and efficiently.
• Provided detailed explanations of rental terms, insurance coverage, and additional services offered.
• Coordinated vehicle pickups and returns, ensuring smooth and timely process for customers.
• Handled customer inquiries, complaints, and requests professionally and promptly.
• Collaborated with other rental agents and airport staff to optimize operations and customer service.
• Upheld company policies and procedures to ensure compliance with regulations and standards.

• Hired in 2017 to assist in introduction of new brand in Thessaloniki – Halkidiki region, particularly to organize document workflow, prepare guidelines and instructions, define fleet allocation and marketing strategy, while optimizing costs and maximizing profit.
• Organized and managed operations for new offices, including locations in Kallithea (2017), Thessaloniki airport (2018), and Neos Marmaras (2018).
• Compiled and generated monthly and annual reports detailing sales, cash-flows, and expenses.
• Established and maintained effective communication channels with partners, including hotels, travel agencies, and rental companies.
• Implemented pricing strategies to optimize revenue and profitability.
• Coordinated personnel-related activities, such as conducting interviews, providing training, establishing daily schedules, and assigning tasks.

• Provided detailed pre-trip information packages to clients for adequate preparation before their journey.
• Managed tailored tour arrangements for diverse client groups, ensuring an exceptional and unforgettable luxury boat experience.
• Enhanced guest experience by providing informative insights customized for specific trips.

• Coordinated reservation processes by optimizing fleet allocation to prevent gaps or overbookings, thereby ensuring flawless customer experiences, while maximizing sales and minimizing costs.
• Facilitated effective communication with key partners including hotels, travel agencies, and rental companies, fostering collaborative relationships to optimize mutual objectives and enhance overall operational synergy.
• Managed document workflows, program coordination, and preparation of monthly sales and commission reports.

• Conducted B2C sales within designated area of Kassandra Halkidiki.
• Liaised with and coordinated sales representatives to ensure effective communication and collaboration.
• Provided administrative support within office environment, including managing reservations, handling emails, and overseeing document workflow.