Irini Fotiadis Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

- Led a high performing, fully remote, multilingual team of 10 individuals, studying performance data of both teams and individuals to identify growth opportunities and create coaching plans based on findings.- Improved employee engagement and maintained quality standards of customer service by conducting frequent quality assurance checks and creating coaching and performance improvement plans based on individual needs.- Facilitated engaging team meetings focused on growth opportunities, education, and leisure.- Acted as the assistant manager in hiring new team lead managers, creating onboarding and coaching materials and facilitating mentorship sessions.- Collaborated and championed multiple projects with a focus on the German market, collaborating closely with learning and development, operations, project management, IT and data science.

Toronto, Ontario, Canada

- Resolved complex technical issues, offering tailored solutions and customized guidance for merchants to turn ecommerce store into a profitable business, supporting German speaking and North American based clients.- Exceeded performance expectations and KPIs while maintaining high quality.- Mentored, coached and trained new multilingual onboarding members, creating new coaching and training materials for future sessions.- Participated in projects focused on creating content to ensure merchants were supported in the best way possible.- Collaborated with Fraud and Risk Management team to ensure compliance, fraud detection and prevention.

Toronto, Ontario, Canada

- Supervised a team of 5 of markdown and price adjustment staff.- Delivered exceptional customer experiences, handling customer inquiries, complaints, and returns promptly and professionally.- Processed sales transactions using point of sale system and participated in inventory management including receiving, unpacking and tagging merchandise.

Toronto, Canada Area

- Created customized travel itineraries and packages for individuals and groups based on their preferences, budget, and travel requirements.- Provided expert advice and recommendations on destinations, attractions, accommodations, transportation, and activities to ensure an exceptional travel experience.- Communicated with clients to deliver on their travel needs, answer inquiries and address concerns while coordinating and booking flights, hotels, transportation, tours, and other travel services.- Managed unexpected situations and emergencies, overseeing reservations, cancellations and changes to travel plans.- Improved service delivery by collaborating with colleagues and team members to share knowledge and exchange ideas.

Madrid Area, Spain

- Facilitated 50-60 client calls per day with a 60% purchase rate, fielding phone calls and emails from companies, agencies and private guests while tailoring products and services to their needs and language profile.- Reached and exceeded quotas of 350k Euros per trimester, selling products and services by completing client requests for bookings via phone, mail and fax and informing clients about availability and pricing.- Achieved a 10-15% up-sell rate, complementing each sale with additional products or services of interest to the consumer.

Greece

- Delivered professional, accurate, and cost-effective travel arrangements for clients while providing excellent customer service in both English and German.- Consulted clients regarding tours, cruises, air, car and hotel products and related services, maintaining professional knowledge of vacations, tours, cruises, preferred vendors, and more.- Arranged conferences, events and meeting facilities and processed accounts, payments and issued receipts.

Diploma Of Acupuncture, Traditional Chinese Medicine And Chinese Herbology

Certificate Of Participation, International Relations

Activities and Societies: Bahasa indonesia Indonesian Culture

Bsc In Tourism Business Management, Tourism Business Management

Activities and Societies: Characteristics of World Destinations, Fundamentals of the Hotel & Catering Industry, Numeracy & Statistics.