Sofia Dede
Agia Varvara, Athens
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
25
25
years of professional experience
Work History
Customer & Retail Servicing Support Director
DoValue Greece
10.2022 - Current
- Increased company revenue by streamlining, automating processes and implementing cost-saving measures for call center activities, requests management and supporting services.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Developed 3 high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Established departmental performance goals and provided feedback for underperforming areas.
Accredited Mediator, Mediators Trainer
KEVIDIM - Panteion University
06.2021 - Current
- Coached >200 employees on best practices, providing constructive feedback to support their professional growth. Enhanced trainee engagement through interactive workshops and hands-on activities.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences..
Insolvency Laws Support, Customer Service, Complaints & ADR Director
DoValue Greece
03.2020 - 09.2022
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
Head of Customer Service, Complaints Management & ADR
Troubled Assets Group, Eurobank S.A.
09.2016 - 02.2020
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Proved successful working within tight deadlines and a fast-paced environment.
Head of Customer Experience, Networks Training & Support
Household Lending Business, EUROBANK S.A.
08.2013 - 08.2016
- Enhanced intern productivity by assisting with project coordination and providing ongoing support.
- Streamlined office processes for improved efficiency and time management through regular organization and filing.
- Provided exceptional customer service by promptly addressing inquiries, ensuring a high level of satisfaction among clientele.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Customer Service Manager
Household Lending Business, EUROBANK S.A.
07.2010 - 07.2013
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Customer Service Manager
Mortgage Lending Business, EUROBANK S.A.
06.2006 - 06.2010
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
Senior Project Manager
EUROBANK S.A.
05.2003 - 05.2006
- Streamlined project management processes by implementing agile methodologies, resulting in improved efficiency and reduced costs.
- Led cross-functional teams for successful project delivery within scope, schedule, and budget constraints.
- Established effective communication channels with stakeholders to ensure transparency and alignment of expectations.
- Developed comprehensive project plans, identifying risks and mitigation strategies for timely completion.
Head of Measurement Services
Q Quality Management Services S.A.
05.2001 - 05.2003
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Quality Control Officer
EUROBANK S.A.
12.1998 - 04.2001
- Enhanced product quality by implementing rigorous inspection procedures and protocols.
- Increased efficiency in quality control processes by streamlining workflows and eliminating redundancies.
- Collaborated with production teams to identify areas for improvement and implement corrective actions for better product outcomes.
Education
University of Piraeus
PiraeusE-learning program: “Developing as a leader” -
Harvard Business School
BostonAccreditation in Mediation -
Ministry of Justice
Athens06.2015
The Aarchus School of Business
Denmark07.1998
Universitat Politecnica De Catalunia
Spain07.1997
Bachelor of Science -
Panteion University of Athens
Athens06.1996
Universita Degli Studi Di Siena
Italy06.1993
Skills
- Analytical and Critical Thinking
- Decision-Making
- Organization and Time Management
- Project Management
- Business Development
- Crisis Management
- Negotiation
- Issues Resolution
- People Management
- Excellent Communication
- Public Speaking
- Strategic Planning
conferences
- 2023, Judge at the 18th International Mediation Competition (ICC), Paris
- 2022, Judge at the Bucerius Law School Mediation competition (on line)
- 2021, Judge at the Bucerius Law School Mediation competition (on line)
- 2021, Speaker at NPL & Management Summit held in Athens, on «Mediation & NPL Management »
- 2020, Speaker on Mediation process, at the 6th Congress on «Best Practices in Customer Service», Athens
- 2020, Judge at the 15th International Mediation Competition (ICC), Paris
- 2019, Member in a Panel Discussion on Banking Mediation - Npl Summit, Athens
- 2018, Keynote Speaker on Mediation process, EBEA
- 2013, Panel Member, 7th Greek Congress in Customer Service, EIEP
Languages
English
Full Professional
Italian
Full Professional
French
Limited Working
Greek
Native or Bilingual
Timeline
Customer & Retail Servicing Support Director
DoValue Greece
10.2022 - Current
Accredited Mediator, Mediators Trainer
KEVIDIM - Panteion University
06.2021 - Current
Insolvency Laws Support, Customer Service, Complaints & ADR Director
DoValue Greece
03.2020 - 09.2022
Head of Customer Service, Complaints Management & ADR
Troubled Assets Group, Eurobank S.A.
09.2016 - 02.2020
Head of Customer Experience, Networks Training & Support
Household Lending Business, EUROBANK S.A.
08.2013 - 08.2016
Customer Service Manager
Household Lending Business, EUROBANK S.A.
07.2010 - 07.2013
Customer Service Manager
Mortgage Lending Business, EUROBANK S.A.
06.2006 - 06.2010
Senior Project Manager
EUROBANK S.A.
05.2003 - 05.2006
Head of Measurement Services
Q Quality Management Services S.A.
05.2001 - 05.2003
Quality Control Officer
EUROBANK S.A.
12.1998 - 04.2001
University of Piraeus
E-learning program: “Developing as a leader” -
Harvard Business School
Accreditation in Mediation -
Ministry of Justice
The Aarchus School of Business
Universitat Politecnica De Catalunia
Bachelor of Science -
Panteion University of Athens
Universita Degli Studi Di Siena
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