Anna Tomouzou

Developed and implemented strategic customer success plans, aligning luxury care standards with retailer goals to drive exceptional customer experiences and long-term partnerships. Oversaw customer service operations, monitoring team performance, and ensuring adherence to service-level agreements (SLAs) and key performance indicators (KPIs).

Oversaw financial performance of a €2.5M revenue program, achieving a margin 4.5 points above target through strategic budgeting and cost control. Successfully led the implementation of Salesforce as the primary CRM and reporting tool, streamlining data management and reporting efficiency.

Managed, coached, and mentored a team of 4 Supervisors, fostering leadership growth and driving team accountability to achieve operational excellence. Elevated operational quality by 10% and reduced client dissatisfaction by 15% through the development of a comprehensive playbook and the integration of luxury brand best practice calibrations.

Led and motivated a team of 30+ members, consistently achieving 100% of contractual SLAs for 12 consecutive months through strategic planning and performance monitoring. Designed and executed targeted quality control initiatives, resulting in a 30% improvement in service quality within just five months.

Delivered exceptional support across multiple channels, including inbound and outbound calls, emails, and live chat, ensuring prompt resolution of customer inquiries and issues. Designed and executed training programs, coaching new hires through their onboarding and nesting periods to ensure seamless integration into the team.

Studied Accounting and Finance, gaining a strong foundation in financial principles and practices. Developed skills in financial analysis, reporting, and strategic financial management.

Completed studies in Modern Greek, Accounting, English, Political Economy-Economics. Developed a strong academic foundation across various subjects, preparing for higher education.