Anna Thermou
@annathermou
Metrics-driven Customer Experience Specialist who turns customer insights into faster resolution, better UX, and measurable quality.
NetherlandsWhat I'm looking for
I’m a performance-driven, metrics-backed Customer Experience Specialist with nearly a decade at Booking.com, where I consistently maintained a near-100% Customer Satisfaction (CSAT) rating and upheld flawless security and quality assurance compliance.
I’m recognized as a top-tier peer performer, and I bring deep strength in user advocacy—tracking traveler pain points and converting customer data into actionable insights for UX/UI product teams, even in complex, multi-party international disputes.
Cross-functional operations are my comfort zone: I collaborate across teams to design localized solutions across multiple European markets, optimize workflows with reusable templates, and proactively mentor cohorts to reduce time-to-resolution bottlenecks.
Beyond customer experience, I expand into AI training, localization quality, and data-informed growth. I’ve audited machine translation outputs to improve accuracy and brand voice, and I’ve built e-commerce workflows using SEO and analytics—always pairing operational reliability with customer-first clarity.
Experience
Work history, roles, and key accomplishments
E-commerce & Digital Artist
E-commerce Platform Project
Jan 2025 - Present (1 year 5 months)
Designed store branding, promotional layouts, and customer journeys using Canva and analytics, improving store visibility and matching SEO strategy to shopper behavior. Built generative AI asset workflows (prompt engineering, Leonardo.ai, Upscayl) and authored policy and delivery documentation aligned to European consumer and digital licensing requirements.
Customer Experience Specialist
Booking.com BV
Jan 2016 - Jan 2025 (9 years)
Maintained near-100% Customer Satisfaction (CSAT) while ensuring security and quality assurance compliance across a 9-year customer experience tenure. Served as the voice of the customer for international traveler disputes, reduced time-to-resolution via standardized templates and peer mentoring, and improved localized brand content through machine translation and localization QA.
Education
Degrees, certifications, and relevant coursework
Apolytirio Lykeiou
High School Diploma, Secondary Education
Activities and societies: Communication Science Seminars; digital photography; analytical puzzle solving; cross-border travel and cultural exploration.
Earned a High School Diploma at Apolytirio Lykeiou in Athens, Greece. Completed continuous professional development through corporate Communication Science Seminars.
Availability
Location
NetherlandsAuthorized to work in
Job categories
Skills
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