Open to opportunities

Evi Mike

@evimike

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Senior Customer Service Agent focused on process optimization and efficiency.

Greece

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What I'm looking for

I am seeking a role that allows me to leverage my customer service expertise while contributing to process improvements and team development.

As a dedicated Senior Customer Service Agent at PEOPLECERT, I specialize in process optimization and reporting. My role involves resolving advanced customer cases, managing departmental communications, and collaborating with upper management to enhance service efficiency. I take pride in maintaining strong relationships with key partners and ensuring timely responses to VIP cases.

Previously, I served as a Customer Service Agent, where I honed my skills in handling customer inquiries through various channels. My experience also includes a managerial role in retail, where I trained new employees and delivered exceptional customer service. My educational background includes a Master’s degree in Education Sciences, emphasizing social and emotional learning, which complements my customer service expertise.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Service Agent | Process Optimization Reporting

Current

Peoplecert

Jul 2024 - Present (11 months)

Resolved advanced cases requiring specialized knowledge via emails and managed email assignments to relevant departments. Assisted in process improvement by analyzing cases, identifying efficiency gaps, and generating reports on customer issues and resolution times.

Customer Service Process Optimization Reporting SLA Management Technical Support

Customer Service Agent

Peoplecert

Jan 2024 - Jul 2024 (6 months)

Handled customer calls, chats, and emails, providing excellent customer service. Assisted in troubleshooting and efficiently resolving various customer issues.

Customer Service Chat Support Email Support Troubleshooting

Sales Associate

Persefoni’s

May 2023 - Dec 2023 (7 months)

Acted as Store Manager, overseeing daily operations and training new employees. Delivered exceptional customer service in a women's shoes and accessories store.

Sales Customer Service

Education

Degrees, certifications, and relevant coursework

University of the Aegean

Seminar, Educational Psychology

Completed a 10-month distance learning seminar in Educational Psychology. Gained insights into psychological principles applied to education.

University of Ioannina

Bachelor's degree, Preschool Education

Grade: 8.56/10 (Excellent)

Obtained a Bachelor's degree in Preschool Education from the School of Education Sciences. Developed foundational knowledge and skills in early childhood education, achieving an excellent academic standing.

University of Ioannina

MSc degree, Education Sciences: Interdisciplinary Approaches in Preschool and Primary Education with a focus on Social and Emotional Learning

Grade: 9.70/10 (Excellent)

Pursued a Master of Science degree focusing on interdisciplinary approaches in preschool and primary education. Specialized in Social and Emotional Learning, achieving an excellent academic record.