Garyfallia Iordanou Email & Phone Number

Greece

Athens, Attiki, Greece

• Lead a high-performing team of CRM Services professionals, comprising lead consultants, CRM configuration specialists, and help desk agents.• Collaborate with the leadership team to strategize and implement streamlined operational processes, enhancing efficiency and effectiveness across the organization.• Oversee team staffing and project assignments, ensuring optimal resource allocation and alignment with customer project needs and objectives.• Drive the development of team members, fostering a business-oriented culture and facilitating continuous skill enhancement through collaboration with subject matter experts.• Play a key role in the recruitment and expansion of the team, identifying top talent and scaling resources to meet evolving business demands.• Engage with stakeholders at all levels to maintain alignment with business objectives and drive excellence in CRM service delivery.

Athens, Attiki, Greece

• Partnering with clients in the Life Sciences sector to understand business processes and pain points, delivering tailored solutions that drive revenue growth and client success.• Driving sales strategy and forecasting sales activity to maximize revenue potential and achieve organizational goals.• Acting as a trusted technical advisor, leading interdisciplinary project teams and forging strong customer relationships.• Demonstrating deep industry domain expertise in Life Sciences, configuring and presenting software demos to showcase the value of the Aqurance portfolio.• Collaborating with partner organizations to form alliances and enhance customer offerings.• Leveraging expert knowledge of CRM, ERP, and CMS solutions to respond to sales RFIs/RFPs and ensure a 'technical win'.• Thriving in small, agile teams, communicating complicated technical concepts in ways accessible to a business audience.• Contributing to building a positive, can-do culture focused on customer success and team collaboration.

London, United Kingdom

• Proactively work to prevent billing, service delivery, and service performance issues by close collaboration with internal teams and resolve customer questions, disputes, and escalations in a manner that is effortless for the customer.• Work with Sales and Product Management teams to identify win-win solutions to customer issues.• Collaborate / partner with Accounts Receivable to focus on opportunities to collect on aging balances.• Organize and coordinate project kick-off calls to provide an effortless implementation of customer projects.• Reports customer performance metrics both internally and externally.• Conduct face-to-face Operational Reviews when requested; which includes network reliability, service delivery, billing and other relevant topics tailored to the customers’ requirements.• Lead implementation projects for assigned customers, overlaying internal service delivery teams to ensure an effortless delivery experience.• Audit and maintain assigned customer contact records in Salesforce.• Influence increase in billing run rate (BRR), quarter over quarter, where possible.• Work cross functionally with Zayo teams driving credit request approvals.• Assist in mentoring and training new team members.• Partner with the Network Operation Centre in addressing customer concerns regarding network reliability and proactively monitor service to ensure reliability increases to the customer’s satisfaction.• Produce and manage various service reports requested by customer.

London, United Kingdom

• Proactively manage a number of Zayo top-tier customers, building strong relationships with the Sales organisation and develop customer engagement strategy and support upsell opportunities.• Working cross-functionally within the business, to support delivery of excellent Customer Service to Zayo customers, leading support of the customer lifecycle from order production through to contract renewal (or termination).• Undertake customer service reviews including preparation of agendas, documenting actions and follow through on any actions assigned to Zayo.• Lead selected customer contract renewals supporting delivery of financial renewal targets.• Take a lead role in the complaints process, ensuring that any customer issues are captured, escalated to the correct level and resolved quickly to meet customer expectations.• Deliver continuous service improvement to enhance designated customer services and facilitate positive organisational change.• Assist in the maintenance of Zayo international standards compliance systems.• Assist with development and production of departmental processes, reporting and customer facing documentation.• Strengthen the Zayo reputation for customer care and quality by driving business initiatives that result in the winning of new acknowledgments, accreditations and corporate awards.• Support large scale customer bid production.

London, United Kingdom

Provided support both to the accountancy team in a financial capacity and the fast growing fieldwork team in managing the administrative side of the company’s online syndicated panels. The panels are part of a unique, innovative product which offers valuable information to the global healthcare market and which has been successfully launched in Europe and North America. The role was split equally between the two parts of the role using an ongoing two weekly rota system; two weeks focussed on panel administration followed by two weeks on accountancy. Key responsibilities:• Provided a dual financial and accounts administrative support function.• Managed global communications to clients, including doctors; provided data for research.• Managed the payments of the physician panel, ensuring timely payments. • Introduced a new coding and guidelines procedure for payments.• Responsible for testing changes to the finance system and providing feedback to ensure the system works effectively. • Prepared a user guide for the current payment process of the CRM system.• Implemented new CRM system to increase productivity, managed full project cycle. Acted as main point of contact for the developer to discuss process and requirements and prepared Solution design document. Tested the system to ensure it successful reflected the requirements as stated at the start of the project. Upon UAT testing completion, gained positive feedback from management following the receipt of the demo system.

Key Responsibilities • Ensured office equipment ran smoothly and properly and managed the inventories, ordered equipment and supplies. Created a more efficient monitoring process that enabled the quick identification of items and materials that needed to be restocked. • Consistently dealt with confidential information and services; maintained the highest standard of discretion when handling caseloads concerning customers sensitive financial information.• Effectively handled incoming inquiries from visitors at the Front Desk, and by e-mail and phone.• Supervised timely and accurate delivery of monthly reports, project status reports and minutes of meetings• Responsible for all the paperwork needed for the acquisition of a new car, from order to delivery• Provided backup support for other departmentsKey Achievements• I updated and created a more efficient way to deal with banks that cut the time required for the process to get loans approved by banks in half.• Consistently achieved a high level of customer satisfaction by exhibiting a positive attitude and building trust, by ensuring commitments are met and expectations are exceeded by offering additional information about the company’s products in line with customer needs and priorities.

Chalkida, Greece

Key Responsibilities • Customer service• Identifying customers• Performing services for customers such as ordering bank cards • Recording all transactions promptly, accurately and in compliance with bank procedures• Answering inquiries regarding checking and savings accounts and other bank related products• Attempting to resolve issues and problems with customer's accounts• Initiating and opening new accounts• Explaining, advising on and promoting bank products and services to customers• Accounts opening, movements • Data updates

Chalkida Greece

• In store promotion of Citibank Credit Cards in Vodafone stores • Responsible for completing the form and doing all the paperwork required

Chalkida,Greece

Telephone Customer Service