Vasileios Vlaseros

Acted as the most senior member of the Customer Support team, providing guidance, training, and mentoring to new entrants to ensure high performance and adherence to procedures. Configured, administered, and optimized the Helpdesk suite and Back Office systems to improve service efficiency, reporting accuracy, and workflow automation. Designed and delivered performance reports and KPIs to management, ensuring data-driven decision-making, and continuous service improvement. Drove the enhancement of support processes, contributing to increased customer satisfaction, and reduced resolution times.

Delivered front-line technical support to customers, resolving connectivity, device, and account-related issues via phone and chat channels. Consistently ranked as a top-performing agent across key performance metrics, including first-contact resolution, customer satisfaction, and handling time. Provided chat-based support to handle multiple customer interactions simultaneously, ensuring fast and accurate troubleshooting.

Performed daily cash and stock reconciliations across multiple markets, ensuring accuracy and compliance with internal controls. Achieved a 98% reconciliation accuracy KPI, contributing to risk mitigation, and operational efficiency. Investigated and resolved reconciliation breaks, liaising with counterparties, custodians, and internal teams to ensure the timely settlement of discrepancies.

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.

Managed high-end yacht bookings and ensured seamless customer experiences. Assisted in marine operations, prepared charter parties, and supported overall business functions. Contributed to the efficient management of both the yachting division and an associated car rental branch.