I am a call center manager with a proven track record, optimizing operations and elevating team performance. My expertise lies and data driven decision-making, meticulously, analyzing KPI metrics to enhance overall efficiency customer satisfaction. I excel in strategic planning, implementing operation of policies and driving, successful sales and lead generation strategies with a hands-on approach I've successfully managed teams, ensuring they meet, and exceed quantitative and qualitative objectives. My commitment to compliance, contract negotiations, and fostering a culture of continuous improvement, aligns seamlessly with the dynamic challenges of call center management. I am eager to bring my skills to a new opportunity where I can drive excellent customer service, and operational success.
Leadership: proven experience leading and motivating teams, ability to inspire and guide individuals toward common goals, strong decision-making, and problem-solving skills
Communication: excellent, verbal and written communication skills, ability to convey complex information clearly and concisely, active listening skills to understand and address team and customer needs
Customer service: in depth knowledge of customer service principles. Experience in implementing strategies to enhance customers satisfaction, ability to handle escalated customers issues effectively
Analytical skills: proficiency and analyzing cold center metrics KPI data, driven decision, making to optimize, operational efficiency, ability to identify opportunities for improvement
Operational management: expertise in establishing and implementing operational policies and procedures with track record of managing call center budget for sales and customer support hands-on experience in planning ,organizing and directing call center operations
Negotiation and compliance: skilled in conducting contract negotiations while compliance with laws and regulations knowledge of legal requirements related call center operations
Strategic planning: develop an execute strategies for sales and lead generation, create an implement strategic plan to improve or expand business targets
Team management: proven ability to manage and lead a diverse team, training and coaching skills to enhance team performance for positive and collaborative team culture
Technology proficiency: familiarity with call center and technologies and software ability to leverage technology for process improvement
Diaverum Greece -July 2022- Present ( Healthcare Industry leading a first class booking platform for holiday dialysis present in 50 countries through collaborations with clinics
Teleperformance Greece 2019-2022 ( started as a call center agent for Apple and then got promoted to Operations Team manager and after my tenure was transferred to lead the Audi team for 3 different languages in customer support)
Poraver North America 2017-2017 ( Junior sales representative- Cold calling and research on potential leads for possible sales that lead me to close a deal with the largest US automaker to purchase our product)
Swimming cultivates, discipline and resilience attributes, crucially, navigating challenges.
Exploring diverse books, enhances my communication, skills, vital and consumer interactions. Strategic boardgames are my playground for analytical, thinking problems, central to effective management. Traveling broadens my perspective, fostering, adaptability and cultural awareness qualities for navigating a fast-paced call center environment.
