Customer Support Service

Irene Koutroulias

**** * *** ****** **. Tampa FL

E-mail: ****************@*****.***

PERSONAL INFORMATION

Date of Birth 19/04/1990

Citizenship(s) American

EDUCATION

DEREE – The American College of Greece Athens, Greece

Bachelor of Science in Business Administration Sept. 2008 – Dec.2013

Significant courses Entrepreneurship Theory

Significant projects Family Business Management

American Community Schools of Athens Athens, Greece

High School Diploma June 2008

WORK EXPERIENCE

Forward Health

Customer Sales (Remote/Contract) Tampa FL

Sept. 2022-

●Reach the sales and growth objectives that are critical to the success of the company

●Engage with prospective members over the phone and via text messages

●Gather customer feedback and share with our Product, Sales and Marketing teams

June Homes New York, United States

Senior Customer Support Manager (Remote) July. 2019- Aug.2022

●Respond to customer queries in a timely and accurate way, via phone, email or chat

●Monitor customer complaints on social media and reach out to provide assistance

●Gather customer feedback and share with our Product, Sales and Marketing teams

●Train junior Customer Support Representatives

●Troubleshoot problems and see them through to resolution

●Handle complaints to building strategies for improving the overall customer experience and fostering loyalty

●Track customer service KPI’s and metrics

●Cultivate and maintain long-term trusting relationships with Clients (landlords)

●Proactively seek new business opportunities in the market

●Pursue and set up new meetings between prospect clients and Account executives

Teleperformance Kallithea, Greece

Human Resource Development Executive Oct. 2018- July. 2019

●Use corporate training platforms to conduct technical rating assessments regarding promotions.

●Undertake the proper and immediate implementation of the internal horizontal and vertical professional

development in response to production demands.

●Contribute to the organization and development of Corporate Career Progression Programs.

● Organize and supervise the implementation of the development programs.

●Prepare weekly reports/updates for the HR Supervisor so as to oversee the assigned programs.

●Attend re-current trainings published by the Company on a regular basis

Teleperformance – DropBox Kallithea, Greece

Customer Support Specialist Sept. 2017- Oct. 2018

●Consult with customers to evaluate needs and determine best options

●Deliver information about companies’ offerings and new services, to upsell clients

●Remain courteous and calm at all times, even during moments of intense customer displeasure

●Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns.

●Provided back-up for other customer service representatives when needed.

Mavericks Restaurant Nea Filadelfeia, Greece

Owner- Manager March. 2015 –2018

●Coordinate daily front of the house and back of the house restaurant operation

●Perform the screening process for hiring employees for different positions

●Maintain restaurants revenue, profitability, and quality goals

●Responsible for identifying staffing need and schedule employees for coverage

●Regularly review product quality and researching new vendors.

Palmie Bistro Corporate Office Voula, Greece

Office coordinator May 2012– Oct. 2014

●Plan, organize and manage company social events.

●Present reports and newsletters

●Support all teams with various administrative tasks.

●Manage, update and review websites.

●Monitor office supplies, inventory, and placed orders as needed.

SKILLS

●Excellent communication, interpersonal and problem-solving skills

●Willingness to take on added responsibility to meet tight deadlines.

●Accountable, professional and energetic work attitude.

● Multi-tasking abilities

● Deep understanding of sales performance metrics

●Proficient in all MS Suite (Word, Excel, Access, PowerPoint), Redash

LANGUAGES

●English (Native)

●Greek (Native)

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