Stella Tsilimparis
Customer Care Agent
Kifisia
Summary
Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in building and maintaining strong client relationships, with a special focus on high-end clientele. Analytical problem-solver with talents for relationship-building, resolving conflicts, and implementing efficient processes. Fluent in English, Greek, and French, with experience handling international operations and client communications.
Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
1
1
Language
Work History
Customer Care Agent (Backoffice)
Skroutz
06.2023 - Current
- Provide exceptional customer support as part of a dedicated team, managing high-end clients, ensuring their needs are met with discretion and efficiency.
- Played a pivotal role in launching and establishing the company's Customer Care Team in international branches, such as Romania, enhancing the team’s ability to manage global requests.
- Handle complex cases with a focus on timely resolutions, maintaining a high standard of customer satisfaction.
- Collaborate with international teams to streamline communication and processes, ensuring seamless service delivery.
- Developed and implemented procedures for addressing escalated cases, contributing to improved team performance and client retention.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Resolved concerns with products or services to help with retention and drive sales.
- Navigated multiple computer systems and applications to find information.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Operations Management
Rakotheories Mezedopoleio
01.2013 - 06.2023
- Oversaw and monitored daily provision of supplies and inventory to ensure seamless functions
- Competently performed multiple management related functions which included setting job offers, performing numerous competence tests and setting weekly time and work schedules
- Designed and implemented business strategies that boosted revenue and expanded market reach.
- Supervised and trained a team of 15 staff members, fostering a culture of excellence and accountability.
- Supported business growth through website design, logo creation, and strategic marketing initiatives.
- Smoothed and enhanced financial functions, including payment of personnel, daily cash-flow, generating financial reports and current liabilities status.
- Drove operational direction, administrative and cost efficiency and coordination of security program initiatives on behalf of client.
- Streamlined company processes and procedures while enhancing customer satisfaction.
- Facilitated business growth through strategic planning and process development.
- Implemented business development strategies, logo designs and website designs.
- Formulated analysis assessments to make informed decisions on proposed projects.
- Met customer service standards and expectations consistently by effectively communicating and actively listening.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Translator
Freelancer
07.2015 - 12.2019
- Leveraged translation skills while interpreting multiple documents, including day-to-day business correspondence, tourist brochures and restaurant menus etc
- Conducted detailed research to understand terminology/phraseology which helps in delivering excellent services
- Reviewed final works to spot and correct errors in punctuation, grammar, and translation.
- Applied cultural understanding to discern specific meanings beyond literal written words.
- Replicated flow, style, and overall meaning of original texts.
- Researched cultural etiquette and specific use of slang words.
- Reviewed news and current events in international publications, translating relevant information for leaders.
- Supported operations by translating key departmental documents and internal communications.
Assistant Coordinator
Inchcape Shipping Services SA
10.2011 - 07.2013
- Managed and executed all aspects of assigned tasks, and coordinated facility related planning to address specific problems, mitigate risks, and ensure continuous functions
- Competently delivered active functional support to foreign clients, including reservation of flights or hotel, medical escorting, and towing arrangements
- Demonstrated keen eye for detail while translating technical and medical reports to and from English/Greek
- Conversed effectively with clients in Greek, English, and French languages
- Streamlined and coordinated medical, technical, and personal support functions by consistently cooperating with customers
- Planned and organized in-person and telephone sessions with clients for interpretation of specific document or report.
- Recorded project expenses and submitted weekly reports to management.
- Entered data, generated reports, and produced tracking documents.
Education
Certificate in Digital Marketing - Digital Marketing
Hellenic American Union
Athens 10.2017 - 05.2018
Certificate in Editing/Proofreading - Editing/Proofreading
Meta|φραση School of Translator Training
Athens 10.2015 - 05.2016
Translator Training Course - Language Interpretation And Translation
META|φραση School of Translator Training
Athens 10.2014 - 05.2015
Bachelor of Arts - International And European Affairs
University of Piraeus
Piraeus 10.2010 - 02.2016
Skills
Expertise in handling high-end clientele with a customer-first approach
Strong international communication and cross-cultural understanding
Proficient in operations management and administrative tasks
Effective team leader and collaborator
Accomplishments
- Played a key role in launching and expanding Skroutz’s Customer Care Team internationally.
- Supervised and trained a team of 15 staff members to maintain high operational standards.
- Designed and implemented business development strategies that increased revenue and client satisfaction.
- Collaborated with team of 4 in the development of The Activist (https://theactivist.gr/).
Timeline
Customer Care Agent (Backoffice)
Skroutz
06.2023 - Current
Certificate in Digital Marketing - Digital Marketing
Hellenic American Union
10.2017 - 05.2018
Certificate in Editing/Proofreading - Editing/Proofreading
Meta|φραση School of Translator Training
10.2015 - 05.2016
Translator
Freelancer
07.2015 - 12.2019
Translator Training Course - Language Interpretation And Translation
META|φραση School of Translator Training
10.2014 - 05.2015
Operations Management
Rakotheories Mezedopoleio
01.2013 - 06.2023
Assistant Coordinator
Inchcape Shipping Services SA
10.2011 - 07.2013
Bachelor of Arts - International And European Affairs
University of Piraeus
10.2010 - 02.2016
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