CHESS
Lemonia Bimpoudi
Travel and Tourism professional
Marousi Athens Greece
Summary
I am a highly dedicated and pro-active sales and travel professional with a major in tourism management and over 24 years of experience travel industry. I have a passion and I am seeking a job company where I can showcase my skills and therefore to innovate the work culture for the betterment of all parties concerned. I enjoy sales and travel management related tasks to grow the business and making a better reputation of the company where I work. I possess the ability to work independently and in group situations alike. I pride myself on my enthusiasm to continually learn and grow as a professional.
Overview
25
25
years of professional experience
3
3
Languages
Work History
CUSTOMER SERVICE EXECUTIVE/QA EXPERT
Intrum
09.2022 - Current
- Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Updated account information after customer calls for well-maintained data accuracy.
- Audited calls and service levels to maintain high standards.
- Improved company processes by analysing customer feedback and service trends.
- Provided professional and helpful support to new and existing clients.
- Escalated complex issues quickly to supervisors to avoid lost revenue.
- Resolved complaints with proactive problem-solving and analysis.
- Improved customer satisfaction ratings through responsive query resolution.
- Actioned customer feedback to enhance contact centre service provisions.
- Used in-depth product understanding to answer customer questions knowledgeably.
- Conducted and completed quality assurance checks for new products.
- Assisted with drafting, reviewing and finalising Standard Operating Procedures and Work Instructions.
- Attended meetings and submitted decisions made to senior management for approval.
- Maintained up-to-date procedures for complaints and compliance.
- Updated individual service audit spreadsheets with review results.
- Analysed data from external sources to identify potential product and service issues.
- Monitored individual service returns and updated master quality assurance spreadsheets.
- Adhered to compliance and business timetable to meet set deadlines.
CUSTOMER SERVICE TEAM LEADER
Peoplecert
01.2021 - 02.2022
- Collected, monitored and evaluated customer requirements to achieve desired deliverytime and order fill rates
- Successfully managed activities of 14 team members across multiple locations
- Monitored daily activities of 14 customer support teams
- Evaluated CRM reports regularly, actioning improvements to achieve impressive results
- Answered customer requests with friendly, knowledgeable service and support
- Increased employee productivity by establishing and monitoring customer careperformance indicators, service level metrics and goal achievement
- Developed, implemented and monitored customer service plans to maximise customersatisfaction
- Created and updated training manuals based on recurring issues faced by customer carerepresentatives
- Trained new hires on, sales processes, product knowledge and overcoming objections
- Generated and distributed daily reports and order acknowledgements to appropriatepersonnel
- Delivered exceptional customer service to grow business, resolve issues and maximisecustomer experience
- Developed rapport with customer base by handling difficult issues with professionalism.
OPERATIONS EXECUTIVE
Travelstaytion
09.2020 - 09.2021
- Lead the onboarding process of new properties and provided support of the available packages we offered
- Communicated and built relations with current/potential and previous property owners
- Optimised and updated adverts
- Ensure monthly quarterly and yearly targets are met
- Strategic planned with all departments to increase performance
- Organised and checked the daily operations of the properties that we managed in cooperation with the housekeeping and maintenance team to ensure guest satisfaction
- Monitored and trained housekeepers on cleanness and rudeness and hygiene's standards
- Assisted all guests requests and offered personalised concierge services
- Responsible for all daily requirements (arrivals,departures,VIP guests)
- Responsible for all the customer complaints and acted proactively for their immediate resolution
- Monitored and replied to all guests reviews on all the platforms and looped feedback to improve services
- Researched the market to support business decisions and company development
- Communicated and built relations with potential travel agents and other partners
ASSISTANT SALES MANAGER
Travelbag LTD
London
05.2016 - 09.2020
- Assisted with the motivation of Sales Consultants daily
- Mentored and supported new staff
- Acted as Duty Manager when requested by Regional Managers, including remotely
- Handled escalated customer complaints to arrive at a mutually satisfactory outcome
- Supervised ‘team buddy' system to ensure all customers receive excellent service in theabsence of their consultant
- Collated and communicate feedback on the success of the promotional activity
- In conjunction with all Sales Managers, ensured that all advertising, pricing and discounts arecommunicated to the entire team and their understanding is confirmed
- Assisted Sales Managers in interviewing and recruiting new sales consultants
- Recommended constructive improvements to system or working practices
- Supervised incoming calls via CMS and ensure that team members are on calls for themaximum amount of time
- Contributed to and attend brand events
- Ensured sales teams are adhering to company policy in terms of sales techniques and datarecording
- Ensured that new Sales Consultants follow transition plans so they are assimilated into theshop/team quickly and efficiently
- Worked with Sales Managers to listen to consultants calls when necessary, providingconstructive feedback for improvements
- Assisted Sales Managers with the team and individual development plans for performanceimprovement
- Proactively seek to enhance personal development with assistance from sales managers
- Achieved individual monthly sales targets
- Achieved team sales target
- Responded to all enquires professionally and promptly
- Used sales skills and training to maximise all opportunities to make sales
- Provided excellent customer service
- Used personal travel experience to provide excellent advice to all customers
- Ensured that all enquiries are handled professionally manner thereby behaving as anexemplary role model to other staff in attitude, appearance and performance
- Solved complex customer requests to maintain customer satisfaction
- Supported sales in achieving both individual and Travelbag targets
HELPDESK COORDINATOR / TEAM LEADER
Emirates Holidays UK
London
12.2010 - 05.2016
- Motivated the team to achieve high standards of customer service and targets
- Handled new client's enquiries and group enquiries
- Dealt with and resolve problems and issues which arise
- Worked with the sales, products and systems teams to drive sales forward
- Arranged team meetings, focusing on targets & achievements
- Implemented new initiatives
- Praised team members and created a positive working environment
- Provided prompt and accurate information on individual performance
- Supervised the day to day activities of a team of 10 staff
- Organized workload, allocated tasks, training team
- Identified areas of the business where improvements can be made
- Developed policies and procedures to create and maximise performance
- Involved in the training and mentoring of new and old staff and identifying training requirements.
SENIOR TOUR CONSULTANT
Emirates Holidays
Athens
02.2005 - 09.2010
- Provided efficient, courteous, and responsive travel booking service to holidaymakers
- Created tailor-made luxury holidays to suit clients and ensuring that all administrative termsand conditions of contracts have adhered
- Dealt with daily travel enquiries by Greek travel agents
- Contacted hotel suppliers to make sure that the best price and service would have beenpresented to the customers.
AGENT
Olympic Airways
Athens
02.2003 - 02.2005
- Venizelos International airport of Athens - Athens, Greece, Provided efficient, courteous,and responsive travel booking services, ground handling services at El Venizelos
- International airport in Athens Greece
- Various travel agencies in Greece, Provided efficient, courteous, and responsive travelbooking service to holidaymakers
- Created tailor-made luxury holidays to suit clients and ensuring that all administrative termand conditions of contracts have adhered.
TOUR CONSULTANT
Kasapidis Tours Alexandroupolis
05.1999 - 02.2003
- Offered clients product advice, increasing customer satisfaction
- Handled objections and disputes to maximise sales
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals
- Consistently went extra mile to achieve customer satisfaction
- Coached junior colleagues to deliver first class customer service
- Recorded and processed call information, helping to strengthen quality of customer data
- Resolved customer queries over the phone and by email
- Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat
- Solved wide range of incoming complaints to achieve customer satisfaction
- Supported customers experiencing technical difficulties by quickly identifying issues, qualifying customer expectations and conducting troubleshooting to achieve timely first- time resolution
- Troubleshot problems and diagnosed system faults
- Built and maintained courteous and effective working relationships
- Inspected products and services to comply with quality standards
Education
TRAVEL & TOURISM SPECIALISTTRAVEL & TOURISM MANAGEMENT
IEK Thermis
01.1996 - 04.1999
Expert -
IT systems
Bachelor of Business Administration - PROJECT MANAGEMENT
EKPA
ATHENS 02.2024 -
Skills
Hard workerComplaint dealingCustomer service expertTeam playerProblem-SolvingComputer LiteracyProject Management ToolsStrong Communication
Team lead
Compliance rules fully aware
Team development strategies
Complex negotiations
Retail marketing
Partnership marketing
Business development
Sales training
Presentations and proposals
Relationship management
Communication skills
Customer-focused
Interests
WALKING
FAMILY GATHERINGS/FOOD FESTIVITIES
Timeline
Bachelor of Business Administration - PROJECT MANAGEMENT
EKPA
02.2024 -
CUSTOMER SERVICE EXECUTIVE/QA EXPERT
Intrum
09.2022 - Current
CUSTOMER SERVICE TEAM LEADER
Peoplecert
01.2021 - 02.2022
OPERATIONS EXECUTIVE
Travelstaytion
09.2020 - 09.2021
ASSISTANT SALES MANAGER
Travelbag LTD
05.2016 - 09.2020
HELPDESK COORDINATOR / TEAM LEADER
Emirates Holidays UK
12.2010 - 05.2016
SENIOR TOUR CONSULTANT
Emirates Holidays
02.2005 - 09.2010
AGENT
Olympic Airways
02.2003 - 02.2005
TOUR CONSULTANT
Kasapidis Tours Alexandroupolis
05.1999 - 02.2003
TRAVEL & TOURISM SPECIALISTTRAVEL & TOURISM MANAGEMENT
IEK Thermis
01.1996 - 04.1999
Expert -
IT systems