Rafailia-Eirini Balopitou
@rafailia-eirinibalop
I build AI-enabled CX operations that reduce costs and protect service quality.
GreeceWhat I'm looking for
At Blueground, I lead global CX operations and strategy, delivering 150% of the annual savings target through vendor optimization, workflow redesign, and ROI-positive initiatives. I build AI-driven automations, SQL-based reporting, and KPI governance that increase capacity while maintaining SLAs.
Previously, I led distributed CX teams and operational improvement at Blueground, after supporting customers at Apple and auditing content quality at Appen Global. I bring hands-on experience in cost control, process optimization, team leadership, and data-informed decision-making.
Experience
Work history, roles, and key accomplishments
Achieved 150% of the annual savings target by tightening vendor terms, redesigning workflows, and prioritizing ROI-positive initiatives. Built AI-driven automations and decision-support tooling that increased capacity and reduced manual workload while maintaining SLA performance.
Led multiple CX teams across different time zones, overseeing 11 direct reports including 2 Team Leaders and an overseas BPO team. Developed and executed streamlined operational processes, optimizing CRM software parameters to enhance system functionality and ensure a seamless customer experience.
Provided technical support for network, hardware, and software issues, managing escalations and verifying identity for service authorization and fraud detection.
Analyzed and assessed web content relevance for international tech clients, utilizing specialized tools to ensure high standards of data accuracy and quality control. Applied rigorous attention to detail and analytical skills to enhance content relevance, contributing to process improvement initiatives that improved operational efficiency.
Education
Degrees, certifications, and relevant coursework
Athens University of Economics and Business
MSc, International & European Economics
2021 - 2024
MSc in International & European Economics from Athens University of Economics and Business, completed from 2021 to 2024.
Availability
Location
GreeceAuthorized to work in
Salary expectations
Skills
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