VERA KYRIAZI
Customer Care Supervisor
Nea Ionia
Summary
Experienced Customer Support Leader with proven success in leading high-performing teams, optimizing support operations, and enhancing customer experience across multi-channel environments. Skilled in coaching and developing teams, improving processes, and collaborating cross-functionally to drive service excellence.
Overview
16
16
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Customer Care Supervisor
Novibet
03.2020 - Current
- Collaborate with cross-functional teams to align support initiatives with broader business goals and ensure a seamless customer experience.
- Enhance customer satisfaction by resolving complex issues and providing exceptional service.
- Monitor daily operations to ensure SLAs are met across all channels.
- Implement quality assurance measures to ensure adherence to company standards and policies.
- Ensure customer feedback and recurring issues are effectively communicated to relevant teams to drive product or service enhancements.
Customer Support Agent (Hungarian Speaking)
Novibet
02.2019 - 03.2020
- Provided customer support through various communication channels, addressing a diverse range of account-related inquiries, such as payments, login issues, verification processes, and betting queries
- Escalated unresolved requests and issues to the relevant internal departments, overseeing the follow-up process to ensure timely resolution.
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
- Actively listened to customer feedback regarding product features or service improvements, passing valuable insights onto relevant departments for consideration in future developments.
Office Coordinator - Graphic Designer
Vector - Support and Promotion Enterprises
09.2009 - 02.2019
- Tracked records, filed documents, and maintained communication between clients to manage office activities.
- Managed office activities by maintaining communication between clients, tracking records, and filing all documents.
- Utilized typography techniques to create compelling designs.
- Cultivated mobile-friendly designs for variety of platforms.
- Created motion graphics and video content for websites and applications.
- Developed and managed website content and operations
Education
Master of Philosophy - Pedagogy and Psychology
Eotvos Lorand University
Budapest07.2009
Skills
Operations management
Delegation and supervision
Report preparation
Escalation management
Cross-functional collaboration
Teamwork and collaboration
Policy implementation
Performance improvement
Certification
[Train the Trainer - Soft Skills] Training - [2022]
Timeline
Customer Care Supervisor
Novibet
03.2020 - Current
Customer Support Agent (Hungarian Speaking)
Novibet
02.2019 - 03.2020
Office Coordinator - Graphic Designer
Vector - Support and Promotion Enterprises
09.2009 - 02.2019
Master of Philosophy - Pedagogy and Psychology
Eotvos Lorand University