Konstantinos Mastrapas

I’m a highly driven live operations and customer excellence specialist with an innate ability to learn and adapt rapidly. I bring hands-on experience in customer and technical support, customer onboarding, and KYC flows, with a strong focus on compliance and accuracy.

At PeopleCert International Ltd, I conduct identity verification (ID authenticity checks & KYC, cross-referencing applicant information) to ensure compliance with exam security standards. I also perform environment and device audits during onboarding and monitor live exam sessions for irregular or high-risk behavior, escalating issues according to protocol to maintain exam integrity.

I manage CRM & ERP operations and ticket lifecycles across SaaS/B2C/B2B environments, effectively using systems like Microsoft Dynamics 365 and Zendesk. I coordinate shift workflows across team members, execute documentation and incident reporting, and drive outcomes with performance KPIs—delivering customer service with consistent satisfaction scores >92%.

I complement my operations background with foundational coding and IT concepts (Basic PHP/ MySQL/ JavaScript/HTML & CSS, plus React 18.0 from my learning/projects) and automation support using Power Automate and PowerBI. Earlier, I completed a Physiotherapy Intern/Clinical Placement and learned the value of patient communication, documentation discipline, and working effectively with multidisciplinary teams.