Tina Tzimopoulos
Montreal,QC
Summary
Customer service management professional experienced with inbound and outbound customer service. Team player with exceptional listening and critical thinking skills. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
20
20
years of professional experience
Work History
Customer Service Manager
ABB
08.2023 - Current
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed a team of 15 customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Customer Service Supervisor
ABB
05.2015 - 08.2023
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Identified customer service trends to provide recommendations for process and procedural improvements.
Customer Service Co-ordinator
ABB
07.2006 - 05.2015
- Managed high volumes of calls (10 - 15 daily) and average of 100- 150 emails daily with exceptional professionalism, ensuring minimal wait times for customers.
- Coordinated order processing average of 300 lines of product daily shipping, and delivery schedules to ensure timely delivery of products to customers.
- Assisted in the development of training materials for new hires, streamlining onboarding processes and reducing time-to-productivity ratios.
- Provided backup support for sales teams during peak periods or staff shortages, maintaining seamless continuity of service levels for clients.
Customer Service Representative
ABB
12.2003 - 07.2006
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Skills
- Talent Development
- Training and Mentoring
- Complaint Resolution
- Performance Evaluations
- Customer Service
- Problem-Solving
- Team Building and Leadership
- Customer-Focused
Languages
English
Native or Bilingual
French
Full Professional
Timeline
Customer Service Manager
ABB
08.2023 - Current
Customer Service Supervisor
ABB
05.2015 - 08.2023
Customer Service Co-ordinator
ABB
07.2006 - 05.2015
Customer Service Representative
ABB
12.2003 - 07.2006
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