Flora Katsou Email & Phone Number

Thessaloniki, Gr

Remote

Remote

+ Taking over new clients from sales and acting as the single point of contract for client, employee and local providers with the objective of completing a locally compliant onboarding+ Handling client/employee requests & escalating to other SMEs like Legal, Payroll, Benefits teams+ Handling on average over 10 onboardings in different EMEA countries simultaneously+ Subject Matter Expert in Germany, Poland, Bulgaria, Greece onboardings and local laws+ Hit CSAT goals over 90% + Shadowing and coaching new Coordinators in countries requirements, tools and processes+ Completed first onboardings in new complicated entities, fully documenting the process and steps for the rest of the team+ Completed onboardings in more than 14 EMEA countries and offboardings in more that 5 countries+ Assigned and completed important growth accounts' multiple onboardings💻 𝐅𝐢𝐞𝐥𝐝𝐬:International Hiring | International Labour Law and Employment | Customer Onboarding 💾 𝐒𝐨𝐟𝐭𝐰𝐚𝐫𝐞:Front, Notion, Slack, Google Workspace, Zoom, Guru

Remote

+ Led a team of 10-20 customer support agents resulting in hitting goals in both customer satisfaction and quality, holding the highest team quality score over 90% for 4 different projects+ Top TL for 2 Quarters in 2021 based on CSAT and QA, and 100% eNPS satisfaction score from teammates+ Completed over 700 hours of coaching sessions, adapting to each agent's needs with a Coaching Compliance of 92%+ Managed 40-50 agents' scheduling needs and operation as sole TL on the floor in three projects+ Trained 6 new Team Leaders in TaskUs tools, co-created the TL assessment for promotions, provided assistance and support for scheduling and other needs during the start of each new campaign+ Created training material, visual workflows and trained my team, as well as new hires, to newer tasks+ Participated actively to weekly and quarterly meetings with clients, presenting the site's performance, escalating tools issues, suggesting new workflows I created per team's feedback+ Created tracking reports of the site’s CSAT performance, analyzed data and suggested solutions for a better customer experience+ Mentored the future leaders of TaskUs, delegated TL and training tasks to tenured agents, co-ordinated the TL team + Facilitated and organized all Wellness activities to promote company culture+ Participated in all roadshows for new company tools etc Powerbi & Workday, completing over 80 hours of trainings💻 𝐅𝐢𝐞𝐥𝐝𝐬:Streaming Services | Food Delivery Services 💾 𝐒𝐨𝐟𝐭𝐰𝐚𝐫𝐞:Salesforce, ServiceNow, PowerBI, Slack, HCM Oracle, Google Workspace, Workday, Teleopti, Zendesk, Stripe, Amazon Connect, Zopim

Remote

+ Provided quality customer service for a streaming app over phone and chat+ Solved payment, billing, content and technical issues effectively for the UK market+ Stayed up to date with training and after-training procedures, hitting over 95% in quality evaluations+ Assisted teammates with workflows and informed my supervisor of reoccurring and new issues+ Facilitated Wellness Sessions within the team

Thessaloniki

+ Handled customer-service including POS, sales, and inventory management for the authorized Mi Store+ Operated cashier duties using SAP Software+ Provided after-sales and tech support for all Xiaomi technology products💻 𝐅𝐢𝐞𝐥𝐝𝐬:Tech Sales, Smartphones, Smart Devices, Transportation, Fitness, Accessories, Technical Support💾 𝐒𝐨𝐟𝐭𝐰𝐚𝐫𝐞:SAP, Microsoft Office

Thessaloniki, Greece

+ Increased store’s sales by 30%, placed on top 3 stores in Huawei sales in Greece, No.1 sales in Thessaloniki and No.1 sales in Dixons Retail Stores in Greece+ Coordinated communication between Huawei, store manager and telecom specialists for new products+ Exceeded sales quotas of Huawei products during the Huawei P20 campaign by placing in the Top 10 specialists in Europe and Top 3 in-store specialists in Greece + Generated over 40.000 Euro in sales during slower periods and crises+ Trained new staff in sales strategies and upselling+ Informed and educated shop’s staff and customers on the new products raising brand value💻 𝐅𝐢𝐞𝐥𝐝𝐬:Tech Sales, Smartphones, Fitness, Tablets, Laptops, Technical Support💾 𝐒𝐨𝐟𝐭𝐰𝐚𝐫𝐞:Android

Thessaloniki, Greece

+ Performed store opening and closing duties, including counting cash drawers and arrangement of garments on racks and shelves+ Operated cash register in women's, men's, kid's and Home floors during rush hour+ Controlled access to fitting rooms and organized inventory+ Advised customers for special discounts and sales promotions to hit the daily target goal

Thessaloniki, Greece

+ Taught research and writing skills to 150 first-year undergraduate students in Psychology+ Assisted professors in grading written assignments and scientific papers following APA Citation Format+ Assisted students by providing continuous feedback on their performance before they submit their assignments+ Led and supervised a team of undergraduate students at cognitive assessment of elderly population during Dementia Week💻 𝐅𝐢𝐞𝐥𝐝𝐬:Psychological Research & Assessment💾 𝐒𝐨𝐟𝐭𝐰𝐚𝐫𝐞:SPSS, E-Prime, Microsoft Office

Thessaloniki, Greece

+ Operation of cash register+ Customer service+ Uploading and organizing inventory+ Arrangement of garments on racks and shelves

Thessaloniki, Greece

+ Weekly visits in nurseries, nursing homes, Daily Care Centres for the Elderly, Centres for People with Special Needs etc.+ Practical training in Cognitive-Behavioral Therapy+ Assessment with elders, training in clinical tests, creation of cognitive games

Auth

Master Of Arts - Ma, Learning And Emotion In Adolescents And Elders, 9.06/10

Erasmus+ International Program, Psychology And Russian Language

Exchange study

Bachelor'S Degree, Psychology, 8.54/10