Apostolis Stergiakis Email & Phone Number

Athens, Attiki, Greece

- Monitoring and evaluating security alerts to prevent system abuse and threats. Alerting Information Security Officer and Senior Devops Engineers offering suggestions on how to handle such cases.- Identifying provided bugs by support agents and relaying information to the software engineer squads that I see fit for the task.- Contributing in churn prevention by communicating with customers who have abandoned the product due to technical reasons and offering suggestions and advice on how to overcome issues detrimental to their subscription. - Taking over escalated technical cases from Software Support Engineers, resolving them contributing positively to the team KPIs.- Training and mentoring new hires and existing employees on required key technical knowledge, software needed daily, soft skills and complaint management.

Athens, Attiki, Greece

- Taking ownership of customer technical issues and seeing them through to resolution by providing advanced troubleshooting and when needed by writing and providing custom coding solutions.- Working with customers on custom API integrations by identifying and suggesting the right endpoints towards creating an efficient flow. - Engaging with agile teams to report bugs and work together on customer accounts when needed.

Athens, Attiki, Greece

- Answered customer questions via email and chat providing advice and acute troubleshooting ensuring that expectations for fast and efficient resolution are always met. - Maintained excellent customer satisfaction results and as part of the team contributed in meeting KPIs and targets. - Identified and reported issues and potential bugs escalating accordingly to the appropriate teams.

Athens, Attiki, Greece

- Handled escalated cases as a L2 point of contact, liaising between internal teams, logistics vendors and the end user aiming to turn negatives into positives and increase customer satisfaction.- Scored among the top 5% of employees for successful customer satisfaction feedback raising the team’s CSAT KPIs.- Assisted the supervisors with floor management and reported daily stats to the project manager, while ensuring that the team’s SLA’s were met on a daily basis.

Athens, Attiki, Greece

- Answered enquiries and performed troubleshooting providing accurate and prompt resolution to customers whilst building brand trust and customer loyalty.- Constantly exceeded KPIs for performance, quality assurance and data security compliance. - Mentored new hires as a selected member of the project’s coaching team.