MS Office
Constantinos Bougas
Customer Engagement Manager
Munich
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
5
5
Languages
Work History
Customer Support Manager
Finway GmbH
01.2024 - 02.2024
- Generated, compiled and distributed reports of sales leads and up-sell opportunities.
- Conducted progress and development meetings with support staff to enforce updates to company goals and policies.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Organized and updated databases, records and other information resources.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
Junior Customer Engagement Manager
Air Up GmbH
03.2022 - 12.2023
- Collaborated with sales, delivery and service teams to manage seamless client experiences.
- Helped with product rollouts as subject matter expert for the Italian market.
- Consulted with teams on established best practices and process improvements.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Built relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer requests for products, services, and company information in German, English, French and Italian.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Payment Expert (double payments, PayPal conflicts, Klarna)
- Onboarding of new colleagues
- Supervision of the buddy group
- Escalation management
- Asana
- Returns processing and refunds from all shops
- Translations (IT/FR) for the website
Office Manager
Eubag Operation GmbH
10.2019 - 01.2022
- Conducted inspections of facility grounds, external structure, systems, and equipment.
- Coordinated with cleaning and janitorial services to keep facility clean and presentable for occupants.
- Managed parking and transportation systems by monitoring parking areas and transport services to promote easy accessibility for occupants.
- Handled tenant relations by addressing complaints and concerns quickly to promote facility satisfaction.
- Developed and oversaw budgets for facilities and worked within cost restraints.
- Prepared reports and schedules with accuracy.
- Led facility management staff and consultants in producing business plan that focused on facility operations.
- Oversaw all aspects of equipment installation, maintenance, and repair for both internal and external services.
Customer Service Agent
Media-Concept Bürobedarf GmbH
04.2018 - 09.2019
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Communicated with clients regarding account services, statements, and balances.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Addressed customer account discrepancies and concerns.
- Responded to customer calls and emails to answer questions about products and services.
- Facilitated communications through management of inbound and outbound customer calls.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Tracked customer service cases and updated service software with customer information.
- Handled customer inquiries and suggestions courteously and professionally.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
Completed Vocational Education - Language Interpretation And Translation
09.2012 - 07.2017
Skills
Excellent written and oral communication
Complaint resolution
Creative problem solving
Order fulfillment
Technical Support
Team building
Critical Thinking
Customer Satisfaction Evaluation
Attention to Detail
Adaptability and Flexibility
Empathy and patience
Analytical Skills
Time Management
Written Communication
Software
Shopify
Odoo
Asana
SAP
Microsoft Navision
Timeline
Customer Support Manager - Finway GmbH
01.2024 - 02.2024
Junior Customer Engagement Manager - Air Up GmbH
03.2022 - 12.2023
Office Manager - Eubag Operation GmbH
10.2019 - 01.2022
Customer Service Agent - Media-Concept Bürobedarf GmbH
04.2018 - 09.2019
SDI - Completed Vocational Education, Language Interpretation And Translation
09.2012 - 07.2017