Evi Bakou Email & Phone Number

United Kingdom

As a Customer Success Manager, I oversaw a team of two associates and ensured that the customer experience in the German market was optimized to the highest standard, providing users of the PerchPeek App with a seamless relocation experience. My daily responsibilities included: Managed a team of two Customer Success Associates, including quality management, performance development, and overall support. To ensure a smooth transition, I worked closely with the sales team to onboard newclients, while collaborating with the product team to provide feedback on customer needs and preferencesImproved operational processes (E.g. internal and external communication; workstructure; onboarding documentation & planning)Analyzed Customer survey data, searched for trends, and created action plans accordingto the results Arranged and steered weekly team meetings where important updates got announcedand best practices were shared

Athens, Attiki, Greece

Team leader of 11 international agents employed to serve German, English andFinnish-speaking customers of Traeger Grills. On a daily basis, I support the team byproviding guidance and resolving escalated issues. Responsibilities were similar to my work experience in TTEC. However, in addition to these responsibilities, I also took on additional tasks such as: - I took the initiative to create a Team Leader playbook that has since become a valuable resource for all Team Leaders in the department. This playbook serves as a comprehensive guide that provides guidance and best practices for Team Leaders to effectively manage their teams, streamline processes, and achieve departmental goals. -Together with the HR team, I spearheaded the establishment of a social responsibility group in our company. This group facilitates monthly volunteering and charity events, open to all employees who share our passion for giving back to the community. By collaborating with other departments, we have been able to make a significant impact on the causes we support. Through this initiative, we have not only helped those in need, but also fostered a culture of teamwork, collaboration, and philanthropy within our organization

Athens

The team leader of 25 agents employed for serving the German and English-speakingcustomers of Booking.com. My responsibilities were: Monitor and evaluate agent’s performance, mentor, and coach agents inorder to improve their customer service key performance indicatorsSet up individuals targets, and create an action plan for agents’ areas ofdevelopmentMonitor calls to ensure that due procedures and quality standards arestrictly adhered toConduct regular team meetings to share best practices, resolve any issues,organize engagement activities,Conducted KPI analysis and developed actionable plans based on the results to optimize business performance.Weekly meetings with the client to update them on ourprogress and provide product feedback Submit regular reports to management and propose performanceimprovement actionsTrained top agents that were selected to become future leaders andprepared them for their role as CS Team Leaders.Trained and shadowed newly appointed team leaders, providing guidance and support to ensure they could effectively perform their job dutiesScreen resumes, conduct interviews, evaluate and hire candidates with thethe assistance of the HR departmentSchedule and organize shifts, approve working hours and correspondingpayroll, annual and sick leaves

Athens

Employed for serving the German and English-speaking customers of Booking.com. Responsibilities included responding to and meditating between customers and booking.com partners, aiming to resolve issues, providing via the usage of various online IT tools and browsers accurate information, following set processes, performing billing controls etc.

Athens, Greece

Employed for serving the German and English-speaking customers ofWestern Digital Technologies’ products (HDD, SSD drives, and clouddevices) for which knowledge of network setup and drives was aprerequisite.Responsibilities included handling technical, warranty, and replacement relatedsupport issues, customer complaints, account inquiries etc.