As an experienced Customer Support Manager with over 15 years of experience and over 25 years in total in the field of Customer Management and Customer Experience, I have a proven track record of creating from scratch, organizing and managing a best in class Customer Support Center. Given that I made my first steps as an entry level customer service representative, I have understood through the years what customer needs to be happy and consequently loyal to the company.
I possess efficient Leadership and People Management skills having experience in People selection and recruiting, team development, coaching, performance evaluation and shift planning.
I am very organized in root cause analysis, problem solving and reporting.
Ethic Leader that gains the team's respect
Highly organized and efficient
Soft skills
Customer Oriented
Team development
Coaching
Communication skills
Adaptability
Experienced in KPIs and SLA
Analytical thinking
Problem Solving
Escalation management
Interpersonal skills
Self-confidence
Customer Success
OTEGLOBE, Customer Support Manager Jan 2007 - Dec 2022
Established the Customer Support Center well known in the International Telecommunication Market for it's high quality and Customer-Oriented standards.
Achieved KPIs and low SLA violation every year and consequently low SLA reimbursements.
Created a best performance team through mentoring, monitoring and performance evaluation
OTEGLOBE, Project Manager Feb 2002 - Dec 2006
Order Fulfillment for International Telecommunication Services
Technical support, Billing Support, SLA reporting and Single Point of Contact (SPOC) for specific customers
ETONE Telecommunications, Customer Services Executive, Mar 2001 - Jan 2002
Organized the Customer Services Dpt
Coordinading new clients onboarding
Customer complaints handling
Reporting
I am activated in Art Photography and People-centric Photography for many years. This is something refreshing and recharging for me. Moreover, the last year I have implemented several professional photographic projects.
