Romina Bechari
Summary
Dynamic leader with a proven track record at CQS S.A, excelling in people management and analytical thinking. Spearheaded a team of 16, enhancing team motivation and collaboration, resulting in improved KPIs and customer loyalty. Expert in conflict resolution and coaching, demonstrating significant achievements in operational efficiency and team development.
Overview
3
3
years of professional experience
Work History
PPC Operations Inbound Team Leader
CQS S.A
11.2023 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Manage and Lead a team of 16 people.
- Train, develop and guide team members.
- Define clear objective and performance targets for the team.
- Resolve conflicts and issues within the team.
- Foster a strong team dynamic by organizing team- building activities.
- Provide regular feedback and coaching to team members.
- Monitoring Key Performance Indicators (KPIs) and draft reports.
- Oversee Overall NPS Task and Overall Sales Task.
- Facilitate training and upskilling programs for team members, offering on-the-job-training.
- Lead by example, demonstrating a strong wok ethic, dedication and commitment to excellence.
PPC Customer Service Representative
CQS S.A
10.2021 - 10.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Responsible for complete customer service (Information and explanation of bills, settlements, contracts).
- Sales
- Service for all (service for vulnerable groups).
- Senior Agent Tasks ( on-site and telework support, training, and guidance of newcomer teams).
Education
Bachelor of Arts - History And Archaeology
National And Kapodistrian University of Athens
Athens, GreeceSkills
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team motivation
- People Management
- Analytical Thinking
- Coaching
- Active Listening
Languages
Greek
Native language
English
Upper intermediate
B2
Technical Skills
- Computer Skills
- Microsoft Office (Word, Excel, Power Point, Outlook)
- SAP
- Salesforce
Timeline
PPC Operations Inbound Team Leader
CQS S.A
11.2023 - Current
PPC Customer Service Representative
CQS S.A
10.2021 - 10.2023
Bachelor of Arts - History And Archaeology
National And Kapodistrian University of Athens
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