Vasileios Douvaras

Lead Quality Assurance for support operations across the unified Outpost Group organization, evaluating agent performance and designing QA frameworks. Conduct root cause analysis and partner with Operations, Training, and Leadership to align workflows with company policy and service standards.

Led a team of support agents handling resident tickets, owning day-to-day performance, coaching, and escalation management. Managed team performance against SLA, CSAT, and resolution-time targets, and onboarded and trained new agents on Zendesk workflows.

Handled resident support tickets end-to-end across maintenance, access, billing, and relocation requests, serving as first point of contact. Managed a high-volume ticket queue via Zendesk, meeting first-response and resolution SLAs across priority tiers.

Supervised a team of customer support agents in a multilingual BPO contact center, owning performance management, coaching, and quality outcomes. Applied Lean Six Sigma and DMAIC methodology to identify and reduce top contact drivers, using root cause analysis and Voice of Customer data.

Delivered frontline customer support in a multinational BPO contact center across projects including Supercell, Pandora, and Netflix. Consistently met quality and productivity targets while handling high call volumes during peak periods.

Managed daily front-of-house and kitchen operations for a high-volume food service location for over nine years. Completed H.A.C.C.P. certification and led and coached front-of-house staff on service standards, managing scheduling, inventory, and operational workflows.

Worked as a music editor at LALLABAI Aigli Zappeiou in 2010.

Worked as a music editor at MENTOZA Bar-Restaurant in 2009.

Worked as a music editor at MALVAZIA in 2009.

Served as Assistant Manager at Loup's Wine Bar Restaurant from 2002 to 2007.

Worked as Head Buffets at Cataralla-View Café Restaurant & Pool from 1999 to 2001.

Served as Assistant Manager at Zythos Brewery from 1994 to 1998.

Studied kitchen operations and culinary arts, food and beverage control, HACCP, and hospitality management.