Theodora Kapsali Email & Phone Number

Greece

Athens, Attiki, Greece

Athens, Attiki, Greece

- End-to-end project planning with internal and external stakeholders- Hold kick-off meetings with clients, presenting project scope and next steps- Collaboration with client stakeholders for business requirements gathering and throughout the development lifecycle- Break-down of requirements into functional specifications, subject to client approval- User story writing reflecting business requirements and clients’ vision- Backlog grooming and prioritizing to reflect client deadlines and sprint goals- Participating and leading sprint ceremonies including daily scrum, backlog grooming, sprint reviews and retrospectives- Collaboration with the service delivery team, driving communication and maintaining clients’ vision and priorities- Testing of implementations to ensure client vision and requirements are met- Reporting of projects’ progress to internal stakeholders

Greece

Greece

- Project coordination of re-branding project, including plan development and project scheduling; resulted in tripling website traffic in 4 months.- Developed and implemented business development strategy by owning road map, backlog, and prioritizing user stories; Increased leads by 325% in 3 months.- Translated features into user stories withing team's backlog while managing, ranking, and prioritizing backlog to reflect stakeholders' requirements.- Collaborated with internal and external stakeholders on project plan and launch strategy, including budgeting; successfully launched 5 websites.

Cyprus

- Owned product backlog for new product (Overflow), adapting priorities according to stakeholder input, market trends, and product team feedback; product launched 2 months prior to estimations.- Gathered requirements and formulated user stories ensuring proper clarity, prioritization, and alignment with Sprint goal and overall vision.- Developed and implemented product launch strategy resulting in Overflow becoming the #2 Product of the Month (March 2018) on Product Hunt.- Implemented communication strategy to promote efficient collection of stakeholder input to effectively conceptualize and present project vision, plan, and backlog.- Collaborated with all departments (support, development, design) to drive communication for releases and product vision.- Developed blog strategy for Overflow.- Developed social media strategy for Overflow and enhanced strategy for existing product.- Tested marketing product features, releases and ad copy.- Evaluated projects using relevant KPIs and feedback from existing and prospective customers.

Athens, Greece

- Developed and implemented growth strategy, including detailed requirements, aligning with the product vision.- Planned and wrote email marketing campaigns and developed automations, resulting in 50% increase of email list in 3 months.- Developed social media plan and launch plan in conjunction with stakeholders and internal teams.- Collaborated with external partners regarding SEO strategies, storytelling, and copywriting; increased website conversions from 3% to 15%- Customer Retention Strategy & implementation- SEO research & Copywriting- Customer / Business Development- Tutoring Co-ordinator

Athens

- Defined and executed customer and business development strategies through market and user research. - Conducted and maintained competitor analysis - Established branding and grew mailing list to +20,000 email subscribers through organic means (SEO, Social Media, $0 spent on marketing) - Established and maintained Spark Community including +150 members on Skype group and +5,000 followers on Social Media - Defined and prioritized user stories in order to rapidly create and deliver over 10 games to our B2B clients; collaborated with stakeholders to ensure understanding of project vision, objectives and priorities.- Conducted user experience research and interviews to capture and analyze challenges in their workflow in order to define user stories and meet users' needs.- Being the voice of the customer and providing a business perspective on value during day-to-day development.

Athens, Greece

- Wrote test cases and acceptance criteria.- Tested functionality and content of Ebook & Interactive Whiteboard Applications (IWB) software to ensure positive user experience.- Collaborated with different departments regarding development of ESL books and IWB applications- Reported errors & software malfunctions to developers and designers.- Collaborated and communicated with stakeholders regarding improvements to software.

- Oversaw the daily operations of the service delivery centre. - Supervised and supported 15 service delivery operators, including coaching, mentoring and providing feedback.- Completed and delivered employee performance appraisals, communicated and documented disciplinary actions.- Interviewed, recruited, and trained new personnel.- Created staff schedules; ensured daily calls were scheduled to operators’ according to skill level.- Communicated regularly with the Operations Manager and Reservations Team Lead regarding processes, achievements, upcoming events, issues and concerns.- Collaborated with Operations Manager to co-ordinate all operational and scheduling requirements.- Provided experienced support and troubleshooting on phone bridges (conference calls); coordinated emergency response situations for bridge outages.- Ensured quality assurance incidents were reported and forwarded to the appropriate departments; assisted in quality investigation, follow up, and corrective action when required.- Coordinated and scheduled VIP customer events with Operations Manager, relevant departments, and other offices.- Checked upcoming manifest schedules for peak times and overbooked lines, coordinated manifest plans with Operations Manager, and notified service delivery staff.- Monitored skills and protocol of team members, provided guidance where needed and ensured that training requirements were forwarded to Operations Manager.- Ensured service delivery staff were provided with systems, procedures and accurate information to perform daily functions of the bridges.- Reported technical problems or defects to the technical team and Operations Manager.- Monitored and analyzed bridge usage to ensure efficient utilization of telephone numbers.- Maintained daily Excel databases for metrics and statistics- Managed various internal projects in an effort to improve processes and procedures.

Ottawa, On

- Taught Grade 2 Greek language curriculum on Saturday mornings.- Built a program to enhance grammar and language skills while abiding by the Ottawa-Carleton District School Board and the Hellenic Community of Ottawa curriculums.- Ensured classroom etiquette and discipline was followed.- Resolved conflicts in class of 17 students.- Prepared worksheets for homework and classroom work.- Communicated with parents on students’ needs.- Co-ordinated logistics for school events of up to 400 people.- Transcribed staff meeting minutes.

Scheduled, planned, and coordinated investor relations conference calls via phone and email.Managed highly confidential customer information.Documented important information into various Excel and Access databases.Responded to customer requests by phone and email.Resolved VIP customer issues.Promoted different products to accommodate customer needs.Advocated customer issues between various departments.

Directed 10 staff and distributed duties.Providing experienced bridge and reservation system support to operators/reservationists.Assigned attended calls to staff.Assisted agents with questions and researching difficult cases.Advocated customer issues between various departments.Performed various administrative support duties, such as updated Excel spreadsheets, followed up with executives regarding customer-facing issues.

Took inbound phone calls and completed conference call reservations.Initiated and administered conference calls on behalf of national and international customers.Responded to customer inquiries concerning services available and provided the appropriate solutions according to customers' needs.Performed assigned tasks from supervisors and managers without supervision.Administered VIP investor relations conference calls.

Managed call center service level agreements (SLAs).Directed staff and distributed their daily duties.Performed various tasks assigned by managers, such as following up on escalated customer issues.Assisted agents with questions and researched difficult cases.Advocated customer issues between different departments.Logged into queues when call volume is high.Monitored calls to ensure quality assurance.

Provided first level customer service.Managed escalated customer issues.Verified and updated customer information in database (AS400).Provided solutions to customer issues.Researched and followed up on customer inquiries.Shipped items continent wide.Performed assigned tasks from supervisors and managers without supervision.

Verified and updated customer information in database.Provided solutions to customer issues.Researched and followed up on customer inquiries.Called customers back as a follow up to verification process.

Provided front-line customer service on the phone and face-to-face.Sold of gift certificates to the general public.Managed the cash register.Maintained various Excel databases (i.e. lost & found).Created and maintained mall displays.Interacted with local businesses for kiosk rentals.Organized and booked of kiosks.Interacted and cooperated with mall security.

Google Adwords Certification

Google Analytics Certification

Digital Marketing

Bachelor Of Arts (B.A.), Political Science

Intermediate French, French Language And Literature, Intermediate

French Intermediate II Course