Olga Ioannidou
Den Haag,ZH
Summary
Resourceful and innovative professional with extensive expertise in administration, customer service, and leadership. Possesses advanced understanding of customer needs and meticulous attention to detail, ensuring superior service and high client satisfaction. Skilled at enhancing team performance and proactively identifying opportunities for growth and development. Proven ability to make critical decisions under pressure, excel in highly visible roles, and consistently meet deadlines. Seeking a dynamic organization to leverage and expand my skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Performance Coach/Quality Evaluator
Majorel
Greece (Remote)
01.2023 - 09.2023
- Monitored and coached 25 agents on quality improvement, resulting in a 15% increase in customer satisfaction scores.
- Developed and aligned action and development plans with Team Managers and quality team.
- Provided written and verbal feedback to agents, tracking performance across all evaluations.
- Communicated performance indicators to the team and management, fostering transparency.
- Identified training needs, delivered training sessions, and facilitated agent workshops.
- Streamlined business and quality procedures, enhancing operational efficiency.
Business Advisor
Vodafone
Greece (Remote)
06.2022 - 01.2023
- Managed and developed Vodafone's corporate clientele using CRM Siebel 8.0 software.
- Investigated business customer needs, facilitating proposal submissions and activation of telephony products/services.
- Conducted daily telephone communication, providing voice and mobile internet support to corporate customers.
- Addressed and resolved inquiries related to corporate mobile and fixed telephony, achieving a 20% increase in customer retention.
- Increased client satisfaction by providing tailored business advice and strategies for growth.
Shift Manager
Bunq
Amsterdam
06.2020 - 10.2020
- Monitored and supported social media communities by reacting to inquiries on social media and facilitating conversations
- Communicated customer issues with the operations team and devise ways of improving the customer experience, including resolving problems and complaints
- Improved internal processes and ensuring employees work as a cohesive unit
- Provided guidance and feedback to help others strengthen specific knowledge/skill areas.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
Customer Service Representative
Netflix
Amsterdam
09.2018 - 05.2020
- Ensured that the new team operates successfully, efficiently, and with high levels of customer satisfaction
- Provided independent and high-quality responses to Netflix app customers via phone
- Provided the information about subscriptions, packages, pricing, payments, and current promotion to best assist customers
- Provided reliable resolution of critical and high impact problems with the Netflix app on any device
- Served on an international team of customer support covering the EMEA and UK region
- Maintained customer information in a database to keep track of accounts and contacts.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Guest Specialist
Booking.com/Convergys
Amsterdam
05.2018 - 09.2018
- Provided support with managing their reservations to answering pre-travel questions
- Made a favorable impression on every customer contact, whether it's by phone, or live chat
- Responded to and meditated over the phone between our overseas visitors and partners (such as hotels) to address simple to complicated concerns
- Developed excellent product knowledge to assist in the resolution of client issues
- Supported teammates and colleagues with peer-to-peer learning and constructive feedback to encourage a positive working environment
- Assisted clients by offering high-quality service to ensure 100% satisfaction and exceed client expectations
- Keep records of customer interactions, process customer accounts, and file documents.
Education
Computer Science - Computer And Information Sciences
TEE Stavroupolis
Greece09.2004
Skills
- CSAT Analysis Expert
- SAAS Software Expert
- CRM Expert
- Data Analysis Expert
- Time Management Expert
- Organizational Skills Expert
- Leadership Expert
- Bilingual Communication (Greek and English)
- Empathy and Customer Relations
- Multitasking and Problem Solving
- Coaching and Constructive Feedback
- Growth Mindset
Certification
05/01/23, Present, Coaching, Majorel
Languages
Greek Native
English Fluent
Timeline
Performance Coach/Quality Evaluator
Majorel
01.2023 - 09.2023
Business Advisor
Vodafone
06.2022 - 01.2023
Shift Manager
Bunq
06.2020 - 10.2020
Customer Service Representative
Netflix
09.2018 - 05.2020
Customer Guest Specialist
Booking.com/Convergys
05.2018 - 09.2018
Computer Science - Computer And Information Sciences
TEE Stavroupolis