Milan C. Email & Phone Number

Athens Metropolitan Area

Athens, Attiki, Greece

- Auditing phone, chat, and email interactions to ensure compliance with company and client policies, procedures, and quality standards - Root cause analysis for recurring issues or trends in customer interactions- Constructive feedback and coaching to customer service representatives to help them improve their performance and deliver exceptional customer experience- Collaborated with call center managers and supervisors to identify areas for improvement and implement targeted training programs to address performance gaps- Actively participated in calibration sessions with other quality assurance specialists to ensure consistency in evaluation standards- Actively working on and participating in Weekly, Monthly and Quarterly business reports with client- Mentoring junior QA team members, providing guidance on processes and tools

Athens, Attiki, Greece

- Handled inbound and outbound interactions, including phone calls, emails, and chats- Adhere to company and client’s procedures, policies, and compliance guidelines- Exceeding KPIs, including sales targets, average handling time and customer satisfaction scores- Received recognition for outstanding customer service, maintaining customer satisfaction rating and quality scores above target

- Administration and control of the loan process within the bank, ensuring compliance with established policies, procedures, and regulatory guidelines- Coordinate and facilitate the loan application process- Maintain accurate and up-to-date loan files, ensuring all required documents, forms, and agreements are properly completed and stored according to bank regulations