Spyros Aravantinos
Contact Center Operations Manager
Keratsini
Summary
Dynamic Operations Manager with a proven track record at Teleperformance, excelling in problem-solving and operations management. Spearheaded initiatives that significantly enhanced customer satisfaction and operational efficiency. Skilled in MS Office and fostering client relationships, achieving a notable increase in employee retention. Demonstrates exceptional leadership and financial management, driving continuous improvements and strategic planning.
Overview
21
21
years of professional experience
1
1
Certification
2
2
Languages
Work History
Operations Manager
Teleperformance
10.2021 - Current
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Facilitated smooth collaboration between departments through clear communication channels.
- Increased profit by streamlining operations.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced operational risks while organizing data to forecast performance trends.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
Assistant Manager
Teleperformance
08.2012 - 09.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Conducted performance evaluations, identifying areas for development and rewarding strong performance.
- Enhanced team productivity by streamlining operational processes.
- Assisted in budget preparation, ensuring alignment with financial goals.
- Facilitated team-building activities, enhancing team cohesion and morale.
- Conducted performance evaluations and provided constructive feedback to employees.
- Implemented staff training programs to elevate service standards and knowledge.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Launched quality assurance practices for each phase of development
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Supervisor of Operations
Teleperformance
05.2010 - 07.2012
- Resolved conflicts between employees swiftly and professionally, maintaining a harmonious workplace atmosphere conducive to collaboration.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
- Participated in recruitment efforts, interviewing potential candidates to ensure they were a good fit for the company culture and possessed necessary skills for success on the job.
- Enhanced operational efficiency by streamlining processes and implementing best practices in the workplace.
- Acted as a liaison between upper management and staff members, effectively communicating expectations from both parties while addressing any concerns that arose during operations.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Boosted employee morale by recognizing outstanding work efforts and providing regular opportunities for professional development.
- Developed and implemented training programs for new hires, improving overall team productivity and performance.
- Adapted quickly to changing business needs, ensuring the operations team was always prepared for any shifts in demand or industry trends.
- Proactively identified potential problems before they escalated, addressing them swiftly and effectively to minimize negative impact on daily operations.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Kept high average of performance evaluations.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Customer Service Representative
Teleperformance
10.2008 - 04.2010
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved accounting, service and delivery concerns.
- Identified and resolved discrepancies and errors in customer accounts.
Store Manager
Inspot
01.2004 - 09.2008
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Approved regular payroll submissions for employees.
- Coordinated in-store events to increase foot traffic, partnering with local businesses and community organizations for mutual benefit.
- Fostered culture of excellence and accountability among staff, resulting in higher employee morale and lower turnover rates.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Assisted in recruiting, hiring and training of team members.
Education
LSS Yellow Belt - CX Consulting & Research
COPC
Athens 04.2001 -
No Degree - Electrical Engineering
Technical Institution
Chalikida 04.2001 -
CCNA - Cisco Systems Networking
Greek American Union
Athens 04.2001 -
Skills
Operations management
Problem-solving
Customer service
MS office
Decision-making
Financial management
Client relationships
Performance management
Change management
Forecasting and scheduling
Continuous improvements
Planning and implementation
Certification
Lean Six Sigma Certification - International Association for Six Sigma Certification.
Timeline
Operations Manager
Teleperformance
10.2021 - Current
Lean Six Sigma Certification - International Association for Six Sigma Certification.
03-2020
Assistant Manager
Teleperformance
08.2012 - 09.2021
Supervisor of Operations
Teleperformance
05.2010 - 07.2012
Customer Service Representative
Teleperformance
10.2008 - 04.2010
Store Manager
Inspot
01.2004 - 09.2008
LSS Yellow Belt - CX Consulting & Research
COPC
04.2001 -
No Degree - Electrical Engineering
Technical Institution
04.2001 -
CCNA - Cisco Systems Networking
Greek American Union
04.2001 -
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