Ermis Tsolakis | Freelancer Resume

Ermis Tsolakis Loca.on: Athens, Greece E-mail:-Linkedin proﬁle: www.linkedin.com/in/ermistk Customer Support Specialist with UK oﬃce experience and remote work for disrup:ve American startups. Interested in maximising customer care by focusing on cri:cal KPIs. Experienced with fast-paced environments, I bring an analy:cal approach to work and desire for process understanding. WORK EXPERIENCE • October 2019 - February 2020: Jewerly Consultant and Sales Support for CustomMade Inc. - Guided customers by making certain designing and manufacturing suggesBons from iniBal requests to fully designed pieces - Hit weekly sales quota • February 2017 - March 2019: Shoppers Support Specialist for TophaNer Inc. I was hired at a Bme when the business was growing massively and in need of high customer saBsfacBon/retenBon -Educated customers about the plaIorm by resolving their inquiries -Reproduced bugs and escalated to engineering team -Tested new features of new versions Achievements - Increased results in diﬀerent KPIs (CSAT by 30%, RT by 20%) - SLA Bme reduced by 50% • October 2015 - May 2016 : Talents Program Representa:ve for Upwork Inc. I was recruited to assist in launching Upwork Pro, an Enterprise project with the plaIorm’s top freelancers in ﬁve categories. - Advised candidates about their applicaBon and informed them about the program - Salesforce leads tracking and creaBon of weekly reports - Screened proﬁles Achievements - Assisted in seZng up the full-stack and mobile development talent pool within 4 months - Worked as a QA tester for a ﬁnal iOS app assignment • April 2013 – June 2014 : Customer Services Administrator for Veolia UK. I was hired to assist the support team in the City-of-Westminster commercial contract. - Resolved enquiries via email and over the phone from businesses within the borough - Communicated with operaBons team and report any missed collecBons - Order processing for relevant products (commercial waste and recycling) • October 2011 – October 2012: Retail Sales Associate Gap UK Ltd. I was hired for a holiday season but oﬀered a permanent contract in a ﬂagship store (NoZng Hill) - Maximised sales by informing customers about promoBons - Cash - register assistance, worked as a cashier EDUCATION & QUALIFICATIONS Sep. 2004-June 2011: Degree in Chemical Engineering NaBonal Technical University of Athens, Greece Sep. 2001-June 2004: Greek Apoly.rion of Lyceum Marousi Second (2nd) High School, Athens, Greece REFERENCES References available upon request.