Maria Gounela

At H&M, I own complex customer cases for the Greek and Cypriot markets across service and social channels, resolving high-priority complaints, refunds, returns, cancellations and online-store issues. I use Zendesk, Salesforce and internal systems to coordinate follow-up, maintain clear communication and support consistent resolution workflows.

Previously, I helped launch Sony Xperia UK's social media support project at Teleperformance Hellas, translating stakeholder requirements into processes, escalation routes and response practices. I've trained new colleagues, supported onboarding and knowledge transfer, and was recognized by Sony delegates for improving channel visibility and engagement.