Theodoros Liakos
Ilion
Summary
Results-driven Quality Control Analyst with 5+ years of experience in quality assurance, customer service, and team leadership within fast-paced environments. Proven track record in enhancing communication standards, optimizing customer satisfaction, and streamlining team processes. Fluent in Greek, German, and English, with a passion for continuous improvement and innovation.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Quality Control Analyst
Kaizen Gaming
10.2020 - Current
- Monitored and evaluated Live Chat, Facebook, WhatsApp, and call communications, improving quality by 20% through constructive feedback and 1:1 coaching
- Analyzed detractor feedback daily, identifying key areas for service improvement, leading to a 15% boost in customer satisfaction scores
- Conducted German language assessment meetings with new CS candidates, ensuring language proficiency for team success
- Provided personalized coaching to CS agents, resulting in a 25% improvement in their communication effectiveness and adherence to brand standards
- Conducted competitive analysis to align and enhance service delivery based on industry trends
CS Agent (Germany)
Kaizen Gaming
08.2018 - 10.2020
- Handled customer interactions via Live Chat, Email, and Calls, maintaining an 85% resolution rate
- Processed customer verifications (KYC) and managed withdrawal approvals within compliance standards
- Conducted quality control checks on chat and email communications, ensuring a 98% compliance rate for the German team
- Coordinated shift schedules for the German team to optimize staffing levels and coverage
Assistant Store Manager / Salesman
Cosmote (Germanos Store)
09.2013 - 07.2018
- Led sales initiatives and product presentations, achieving monthly sales targets by an average of 110%
- Prepared comprehensive monthly sales and inventory reports to support data-driven decision-making
- Developed and maintained relationships with potential buyers, enhancing customer loyalty by 30%
- Created and managed shift schedules for a team of 10 employees, ensuring operational efficiency
Education
Wholesale And Retail Management Specialist -
Edeka Supermarkets
Munich, Germany 09.2004 - 06.2006
Skills
Team leading
Coaching
Performance reviews
Scheduling
Multichannel communication
Quality standards enforcement
Feedback analysis
Service improvement
Competitive benchmarking
Certifications and awards
- Pareto Analysis Certification
- Critical Thinking Certification
Timeline
Quality Control Analyst
Kaizen Gaming
10.2020 - Current
CS Agent (Germany)
Kaizen Gaming
08.2018 - 10.2020
Assistant Store Manager / Salesman
Cosmote (Germanos Store)
09.2013 - 07.2018
Wholesale And Retail Management Specialist -
Edeka Supermarkets
09.2004 - 06.2006
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