Filippos Diamantis

Lead and coach a team of 17 frontline agents, enhancing engagement and performance through data-driven feedback and development strategies.
Design and deliver training programs for new hires, ensuring a smooth onboarding and transition into full productivity.
Utilize Power BI dashboards to monitor KPIs, identify trends, and implement process improvements that drive quality and efficiency.
Develop

Leveraged quantitative metrics to assess team effectiveness and implement optimization strategies.
Oversaw the collaboration of local and outsourcing teams, ensuring seamless communication and quality assurance.
Contributed to team growth and performance improvements through targeted strategies and process optimization.
Used Looker to monitor team performance metrics, conducting data-driven 1-1 me

- Overseeing and harmonizing a new team of 38 associates in Thessaloniki with departmental and team operations
- Supervising individual performance and wellbeing, while conducting 1-1s in order to ensure the achievement of team standard KPIs

Managed onboarding and training projects, coordinating with multiple teams and ensuring compliance with global guidelines.
Worked closely with all the departments of the company in order to generate new local guidelines and keep the support content material up to date
Leading the collaboration of the local team with the Outsourcing Team in Bosnia and Athens
Worked with Data provided by our Content

- Responsible for the check-in/ check out process, and the cashiering
- Trained as a Night Audit and concierge, while being in charge of the hotels’ outlets cashier closure and end of day procedure
- Organized the shift and coordinated the guest services team to ensure efficient guest-focused service
- Supervised and assured the correct bill settlement, by being in constant communication with the

- Completed the basic Support Associate training in order to comply with the placement's criteria
- Provided support to customers, restaurants, and courier partners from all three countries of the region (Greece, Cyprus, Malta) in both English and Greek
- Worked as a team in order to meet with both personal and team KPIs

- Worked closely with companies and hotels to implement Hotelier Academy's promotional services.
- Engaged clients by showing them how promoting the right products to Hotelier Academy can boost their sales.
- Completed sales training program to fulfill sales specialist criteria.

Completed an MSc in International Hospitality with a focus on Events & Tourism Management.

Courses taken: Cultural diplomacy, International Marketing, Business Management, Economics.