Sarah Aikaterini Papadakis
Piraeus
Summary
Driven by a results-focused approach, I leveraged my Quality Assurance and critical thinking skills at Teleperformance to mentor teams, streamline QA processes, and enhance customer satisfaction.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Hardworking and passionate job seeker with strong organizational skills, ready to help team achieve company goals.
Overview
10
10
years of professional experience
4
4
Certification
5
5
Language
Work History
Quality Assurance Analyst
Teleperformance
02.2023 - Current
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
- Identified risks associated with software changes, mitigating potential issues through careful analysis and proactive communication with stakeholders.
- Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
- Collaborated with development teams to identify, track, and resolve software defects in a timely manner.
- Participated in requirements and used case reviews.
- Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
Customer Service Representative
Teleperformance
02.2022 - 02.2023
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Quality Assurance Analyst
Teleperformance
08.2021 - 01.2022
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Developed custom test scripts tailored specifically to each application''s unique requirements, resulting in more accurate assessments of performance capabilities.
- Participated in requirements and used case reviews.
- Assisted in developing company-wide quality assurance standards to ensure consistency across all projects undertaken by the organization.
Customer Support Specialist
Teleperformance
06.2020 - 08.2021
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Assisted in the development of user guides, FAQs, and other self-help resources for customers seeking quick answers to common questions.
- Offered assistance in implementing and developing training programs.
Secretary Manager
K. Skaloni- E. Tsatsi
09.2017 - 06.2018
- Handled payroll processing accurately and efficiently, ensuring all employees were compensated fairly according to company policies.
- Enhanced office efficiency by streamlining filing systems and implementing effective organizational strategies.
- Supported executive team with timely and accurate document preparation, leading to increased productivity.
- Improved cost management by negotiating favorable contract terms with vendors and suppliers.
- Resolved conflicts among team members by acting as a mediator and facilitating open communication between all parties involved.
- Implemented robust record-keeping practices that improved the overall organization of physical files and digital records alike.
- Oversaw inventory management tasks such as ordering supplies and maintaining proper stock levels for efficient day-to-day operations.
- Streamlined administrative processes by identifying inefficiencies and implementing appropriate solutions for improvement.
- Maintained strict confidentiality in handling sensitive information, protecting company interests and employee privacy.
- Assisted in the development of marketing materials, enhancing company visibility and attracting new business opportunities.
- Served as primary point of contact for clients, vendors, and visitors, fostering positive relationships and enhancing company reputation.
- Managed daily schedules and appointments for senior staff, ensuring seamless coordination of meetings and events.
- Handled sensitive information with discretion while maintaining confidentiality at all times.
- Created organized filing system to manage department documents.
- Created reports, presentations and other materials for executive staff.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
Customer Service Representative
Teleperformance
09.2016 - 05.2017
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
Scientific Advisor
Green Agents
11.2013 - 05.2014
- Maintained up-to-date knowledge on trends, ensuring accurate advice was provided at all times.
- Assisted in the development of training materials.
Secretary Manager
K. Skalwni- E. Tsatsi
09.2007 - 06.2011
- Handled payroll processing accurately and efficiently, ensuring all employees were compensated fairly according to company policies.
- Supported executive team with timely and accurate document preparation, leading to increased productivity.
- Resolved conflicts among team members by acting as a mediator and facilitating open communication between all parties involved.
- Oversaw inventory management tasks such as ordering supplies and maintaining proper stock levels for efficient day-to-day operations.
- Streamlined administrative processes by identifying inefficiencies and implementing appropriate solutions for improvement.
- Assisted in the development of marketing materials, enhancing company visibility and attracting new business opportunities.
- Served as primary point of contact for clients, vendors, and visitors, fostering positive relationships and enhancing company reputation.
- Handled sensitive information with discretion while maintaining confidentiality at all times.
- Organized and updated databases, records and other information resources.
- Created organized filing system to manage department documents.
- Created reports, presentations and other materials for executive staff.
- Identified opportunities to streamline processes and improve office operations and efficiency.
Education
Master of Science - Data Sciences
Metropolitan College
Athens, Greece09.2022
Bachelor of Science - Physics
University of Athens
Athens, Greece06.2020
Skills
- Quality Assurance
- Quality processes
- Data Analysis
- Mentoring and training
- Issue Resolution
- Deductive Reasoning
- Quality management knowledge
- Critical thinking abilities
- Technical Support
- Report Analysis
- Customer Service
- Decision-Making
Certification
- Excel Proficiency for Business 2/2024
- ECDL Foundation 1/2018
- Science Teachers Training Across Europe 3/2005
- Volunteer Participation (Olympic Games Athens 2004- Dept. of Accreditation)
Hobbies
- Writing (Published 2 Children's Books and 3 Short Stories Books)
- Travelling
- Books
- Documentaries, Movies
- Photography
Languages
Greek, English, Spanish
Native language
Turkish
Upper intermediate
B2
French
Elementary
A2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Writing
Reading
Travelling
Photography
Learning new languages
Quote
The problem is not to find the answer; it’s to face the answer.
Terence McKenna
Affiliations
- Integrity
- Ethos
- Fairplay
- Teamwork
Timeline
Quality Assurance Analyst
Teleperformance
02.2023 - Current
Customer Service Representative
Teleperformance
02.2022 - 02.2023
Quality Assurance Analyst
Teleperformance
08.2021 - 01.2022
Customer Support Specialist
Teleperformance
06.2020 - 08.2021
Secretary Manager
K. Skaloni- E. Tsatsi
09.2017 - 06.2018
Customer Service Representative
Teleperformance
09.2016 - 05.2017
Scientific Advisor
Green Agents
11.2013 - 05.2014
Secretary Manager
K. Skalwni- E. Tsatsi
09.2007 - 06.2011
Master of Science - Data Sciences
Metropolitan College
Bachelor of Science - Physics
University of Athens
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