Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
LNGG
Music, music festivals, singing, traveling, learning new languages, gardening, translating
Timeline
Generic
Eliza Kapouralou

Eliza Kapouralou

Warsaw

Summary

Quality Specialist with strong background in process improvement, quality assurance, and regulatory compliance. Adept at driving team collaboration, adapting to changing needs, and delivering measurable outcomes. Known for effective problem-solving, keen analytical skills, and commitment to maintaining high standards. Dependable and versatile, ensuring quality and efficiency in all tasks.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Quality Specialist

Atos Poland
02.2022 - Current
  • Analysis of CSAT surveys
  • Preparing weekly and monthly reports.
  • Arrange meetings to clarify mistakes made by agents (Collection and analysis of data, adding data to SharePoint/shared drive, discussing results with the agent and client)
  • Strong cooperation with the quality team and trainers to address and resolve spotted issues, Kaizen workshops for all functions alignment and collaboration.
  • Clarifying processes with 3rd parties.
  • Preparation of development plan for agents/service and monitoring it.

First Line Analyst

Atos Poland
09.2020 - 01.2022
  • Handling incoming phone calls/e-mails from users regarding technical issues related to hardware, software, and network. (programs used : SNOW, MS Office 365, Active Directory Administration, new user setups - User Accounts, O365 Mailboxes, Windows 7,8 & 10 Administration & Support)
  • Delivering professional and prompt service to the clients.
  • Keeping records of all customers’ inquiries in the reporting system.
  • Analyzing and resolving most common inquiries by providing step-by-step solutions (troubleshooting) or using remote access to take control of the computer and solve the problem.
  • Sending more complex inquiries to the relevant IT Support Team.

Customer Support

Teleperformance
07.2019 - 08.2020
  • Performing inbound/outbound calls, and answering customer inquiries.
  • Coordinating with manufacturing, distribution, and remote services to ensure order fulfillment (order delays, shipments etc).
  • Identifying, researching, and solving non-standard problems through a solid understanding of business products, processes, and procedures.
  • Displaying a commitment to quality by following required procedures and practices and searching for opportunities for continuous improvement.
  • Teaming up to satisfy all customer needs, improve call center performance, and achieve department goals.

Customer Support (Back Office and Inbound team)

Cosmote
11.2015 - 07.2019
  • Administrative support for all data entry, assisting and coordinating with the sales team and marketing team.
  • Documentation and reporting to the marketing department.
  • Ordering supplies and keeping track of usage.
  • Keeping a close look at equipment in the company and taking relevant action if equipment doesn’t work properly or damages.
  • Dealing with faxes, emails, phone calls.
  • Taking inbound calls for customer inquiries and questions regarding telecommunication bundles and services.
  • Managing complaints and unsatisfied customers

Back Office Executive (Digital Inclusion project)

Cosmote
02.2015 - 10.2015
  • A project in collaboration with the Executive Administration of the Technical Chamber of Greece (TEE).
  • Dealing with communication channels, data entry, receiving and checking applications according to the policies.
  • Shift manager in charge of ensuring, preserving and archiving all the documents received daily - approximately 300.000 applications received in total by the end of the project.
  • Ordering supplies and keeping track of the usage.

Education

High School Diploma -

High School
09.2007

Skills

  • Quality Specialist/Analyst
  • Helpdesk Engineer/Customer Service Representative
  • IT enthusiast
  • Customer Support
  • Good Communication
  • Analytical/Administrative Skills
  • Ability to Multitask
  • Leadership and Teamwork
  • Able to manage and implement Social Media campaigns
  • Customer satisfaction
  • Preventive actions
  • Sampling plans
  • Quality metrics
  • Corrective actions
  • Quality improvements
  • Team collaboration
  • Detail-oriented
  • Sampling
  • Problem-solving skills
  • Relationship building
  • Analytical thinking
  • Documentation and reporting
  • Agile methodology
  • Fishbone diagrams
  • Calibration management
  • Pareto analysis
  • Kaizen

Accomplishments

  • Reduced FCR SLA by 16% within 10 months by analyzing call center workflows, identifying root causes of repeat contacts, and implementing targeted process improvements and agent retraining.
  • Streamlined escalation procedures, leading to a 12% reduction in SLA breaches for FCR and boosting customer satisfaction by 8% over two quarters.

Certification

  • Certified SMC ScrumMaster
  • Certified Microsoft Office Specialist
  • Six Sigma Yellow Belt Certified
  • Microsoft Outlook Certification (Microsoft 365 Apps and Office 2019)
  • Certificate of Competency, Cambridge Holder of Certificate of Competency and Teaching License in English language.

LNGG

Greek (Native)
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)

Music, music festivals, singing, traveling, learning new languages, gardening, translating

Singer in progress, band in the making

Timeline

Quality Specialist

Atos Poland
02.2022 - Current

First Line Analyst

Atos Poland
09.2020 - 01.2022

Customer Support

Teleperformance
07.2019 - 08.2020

Customer Support (Back Office and Inbound team)

Cosmote
11.2015 - 07.2019

Back Office Executive (Digital Inclusion project)

Cosmote
02.2015 - 10.2015

High School Diploma -

High School

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Eliza Kapouralou