Professional Summary
Experienced Technical Support Specialist with 6+ years in customer-facing technical roles and embedded systems development. Proven track record of handling 40+ daily technical cases with high resolution rates. Specialized in automation systems, PLC programming, and hardware troubleshooting with exceptional customer service skills.
Professional Experience
TELEPERFORMANCE
Operations Customer Expert
Feb 2025 - Present
- Lead operations optimization initiatives for customer service processes
- Mentor team members on best practices and quality standards
TELEPERFORMANCE
Process Mentor & Dispatcher
Apr 2024 - Feb 2025
- Coached 15+ technical support agents on complex case resolution
- Coordinated case distribution and workload management
- Improved team first-call resolution rate by implementing new troubleshooting protocols
TELEPERFORMANCE
Technical Support Agent
May 2023 - Apr 2024
- Provided specialized technical support for HP computers and printers
- Achieved 95%+ customer satisfaction rating consistently
- Resolved complex hardware/software issues with 85% first-call resolution
- Handled average of 35+ technical cases daily
VODAFONE GREECE
Tech Specialist (Retention)
Mar 2021 - Sep 2021
- Specialized in retaining high-value customers through technical issue resolution
- Handled escalated cases for IPTV, fixed telephony, and internet services
- Achieved 90%+ customer retention rate through effective problem-solving
VODAFONE GREECE
Technical Support Representative
Oct 2017 - Mar 2021
- Managed 40+ daily technical cases for telecommunications services
- Achieved consistent 80%+ first-time resolution rates
- Specialized in ADSL, VDSL, and fiber optic troubleshooting
- Provided updates on pending cases and escalation management
SIMWORX (THE CUBE)
Junior Embedded Developer
May 2017 - Aug 2017
- Developed BECKHOFF TwinCAT PLC programming for ROBOCOASTER project
- Implemented autonomous control systems for robotic platform operations
- Collaborated with UK engineering team on industrial automation systems
- Gained hands-on experience with industrial control systems and safety protocols