Open to opportunities

Hercules Ntounis

@herculesntounis

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Motivated management professional with over 10 years of experience.

United Kingdom

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What I'm looking for

I am looking for a role that values team collaboration, offers growth opportunities, and focuses on enhancing customer experience.

I am a motivated and adaptable management professional with over 10 years of diverse experience in customer service, team leadership, operational planning, and training development. My practical, results-focused leadership style has consistently improved team performance, streamlined processes, and enhanced customer experience across various sectors including energy, telecom, public health, retail, and marketing.

Currently, I serve as a Customer Service Adviser and Acting Team Leader at ScottishPower, where I have fast-tracked into leadership training within 10 months, the fastest in campaign history. I support daily team operations, represent my team in client meetings, and lead training initiatives to coach new hires. My commitment to resolving high-level customer concerns has significantly improved service quality and satisfaction.

Throughout my career, I have demonstrated strong capabilities in strategic planning, performance metrics, and conflict resolution. I thrive in high-pressure environments and am dedicated to fostering a culture of continuous improvement and excellence within my teams.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Adviser/TLT

Current

ScottishPower

Apr 2022 - Present (3 years 2 months)

Fast-tracked into Team Leader Training within 10 months, the fastest in campaign history. Supported daily team operations and represented the team in client meetings.

Team Leadership Customer Service Training Development Performance Metrics Conflict Resolution Communication Data Analysis Strategic Planning

Customer Service Advisor

Concentrix

Nov 2021 - Apr 2022 (5 months)

Delivered technical support and upsold services effectively for the Virgin Media Campaign. Strengthened customer loyalty through personalized service and follow-ups.

Technical Support Upselling Personalized Services Communication Problem Solving Customer Relationship Management

Customer Service Representative

Sitel

Apr 2020 - Aug 2021 (1 year 4 months)

Conducted Tier 2 & 3 health advisory calls with confidentiality and clarity for the NHS Test & Trace Campaign. Maintained accurate data records and complied with health protocols.

Customer Service Health Advisory Data Management Confidentiality Communication Problem Solving

Brand Ambassador/Stage 3+ Team Leader

Limitless Advertising

Jan 2019 - Mar 2019 (2 months)

Promoted to Team Leader in under 2 months based on performance. Managed sales team scheduling, territory strategy, and performance tracking.

Team Leadership Sales Management Performance Tracking Coaching Reporting Strategic Planning Communication Sales Strategy

Seasonal Team Leader Assistant

John Greed Jewellery

Nov 2018 - Dec 2018 (1 month)

Planned operational workload and prioritized high-volume order fulfillment. Trained staff for accuracy and speed, improving output during peak periods.

Staff Training order fulfillment Workflow Management Team Coordination Inventory Management Customer Service

Assistant Marketing Manager

Vivelia

Jan 2015 - Jan 2016 (1 year)

Managed reports, vendor communication, and marketing administrative functions. Negotiated with retailers to boost UK sales by 5% and cut administrative costs by 5% via process improvements.

Marketing Management Administrative Support Negotiation Sales Growth Process Improvement Reporting Market Research

Store Supervisor

Domino's

Sep 2012 - Sep 2014 (2 years)

Supervised staff, maintained hygiene standards, and optimized stock control. Enhanced in-store customer service processes.

Customer Service Process Improvement Team Leadership Inventory Management Operations Management

Education

Degrees, certifications, and relevant coursework

University of Lincoln

Diploma of Higher Education, Business

Completed a Diploma of Higher Education in Business, focusing on key areas such as Contemporary Business Analysis, Analysis of Business Data, Financial Communication, Principles of Marketing, Buyer Behavior, and Market Research. This program provided a comprehensive understanding of modern business practices and analytical techniques.

Warwickshire College

BTEC Level 3, Business Studies

Achieved a BTEC Level 3 in Business Studies, developing foundational knowledge in various business concepts and practices. This qualification provided a strong base for further academic and professional pursuits in the business sector.