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 - 1999.04
Expert -
IT systems
Bachelor of Business Administration - PROJECT MANAGEMENT
EKPA
ATHENS 02.2024 -
Skills
Hard workerundefined
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 - 1999.04
Expert -
IT systems
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