Eirini Katsani
London,United Kingdom
Summary
Experienced and dedicated legal professional and investigator, with expertise in dispute resolution, Regulatory, Disciplinary, Fraud and Compliance investigations, complemented by strong skills in complaints handling, mediation, and claims settlement. Skilled in managing complex legal cases through effective collaboration with multidisciplinary teams. Demonstrates exceptional problem-solving abilities and remains calm under pressure. Committed to leveraging advanced knowledge in counter fraud, counter corruption, forensic criminology and law, to complete investigations with successful outcomes, strengthen compliance, reduce organisational risk, streamline investigative processes and drive positive outcomes in challenging environments
Overview
16
16
years of professional experience
1
1
Certification
Work history
Maternity break / Sabbatical
2025.06 - 2026.02
- Welcomed child into the world in June 2025 and focused on preparing for bar examination of Wales and England foreign-qualified Solicitors, specifically Solicitors Qualifying Examination (SQE) to attain dual qualification.
Sabbatical / Diploma in Mediation (CMC and IMI approved)
Align Mediation Centre
London
2024.05 - 2025.05
- Completed Diploma in Mediation exams at Align Mediation Centre.
- Shadowed senior mediators to gain practical insights.
Independently conducted mediation sessions to develop skills.
Regulatory and Disciplinary Case Management / Legal in-house team
Medical Protection Society (MPS) Org
London
2018.10 - 2024.04
- Assessment and investigation of cases of alleged fraud, corruption, harassment, sexual harassment, unfair dismissal, workplace discrimination, breach of Code of Conduct and/or Health and Safety standards, from a Regulatory/Disciplinary/Criminal point of view.
- Worked both independently and as part of the broader legal team to provide assistance to members of the Organisation against complaints and Regulatory / Disciplinary internal investigations.
- Drafted defence statements on criminal matters and prosecutions, assisted on drafting expert witness statements as part of Regulatory and/or Disciplinary investigations for members of the Organisation that were under investigation by their Regulatory bodies (mainly the Medical Council and the Dental Council).
- Worked closely with Dentolegal and Medicolegal experts to provide a world class and timely service to MPS members and coordinated the interdisciplinary assessment and investigation of each case.
- Assessed the initial case to define its appropriate handling strategy, allocated tasks and presented the resolution strategy to all parties involved.
- Provided support and assistance on case management by liaising with members, third parties, Regulatory Authorities, Tribunals and external legal panels.
- Proficient use of CRM systems to support the appropriate management of various types of cases (complaints, claims, regulatory/advisory matters and investigations).
- Part of the forensic auditing panel of the Organisation, conducting criminal analysis and drafting findings reports.
- Assisted HR internal investigations by assessing allegations for staff misconduct, fraud or corruption.
Complaints Manager, Customer Satisfaction Officer and Customer Services Executive
Kenwood Travel Ltd
London
2018.03 - 2018.08
- Liaised with stakeholders while investigating complaints related to staff performance, compliance or breach of Code of Conduct.
- Handled internal investigations of allegations against staff related to breach of Code of Conduct (mainly harassment in the workplace, discrimination, alleged fraud or corruption), and/or Health and Safety issues.
- Oversaw customer complaints procedure from start to finish within SLA timescales.
- Managed and monitored client expectations and overall satisfaction.
- Processed refunds, issued cancellation invoices and insurance letters.
- Ran monthly reports monitoring the trends of complaints and refunds.
- Collected and analysed data as part of the root cause analysis of complaints.
- Used CRM systems to support the appropriate management of various types of cases (complaints, claims, regulatory/advisory matters and investigations)
Legal advisor for Customer Services Department
Travelworld Vacations Ltd
London
2016.06 - 2018.02
- Handled all stages of Arbitration and Mediation of Personal Injury and Holiday Sickness claims, criminal offences/prosecution and workplace disputes.
- Managed complaints via ABTA Alternative Dispute Resolution scheme.
- Facilitated resolution of disputes arising from the interpretation of contract terms and/or breached of Health and Safety standards.
- Main point of contact to initiate internal investigations due to allegations related to staff performance issues and breach of Code of Conduct, violating both internal company policies and legal standards.
- Liaised with overseas partners, insurers, solicitors, stakeholders and Court Authorities.
- Generated reports on suppliers performance and complaints rates.
- Reviewed contracts together with product management of affected suppliers.
- Authorized to raise cheques and credits.
- Worked independently as Head of the legal department, liaising directly with the Head of Finance and the CEO.
- Collected and analysed data as part of the company's forensic auditing in collaboration with the Finance team.
Accommodation Service Executive
Booking.com
London
2016.04 - 2016.06
- Handled queries from existing partners regarding contract Terms and Conditions.
- Dealt with new hotel registrations and hotel (partner) contracts.
- Handled allotment contracts (adjusting availability for contracted rooms).
- Handled complaints from partners and escalated investigations when required.
- Liaised directly with the legal team to assess escalated complaints.
- Liaised with witnesses while investigating a complaint, collected evidence and analysed data, drafting reports with findings.
Associate partner
Law Firm of P. Stayroulis
Thessaloniki
2012.01 - 2016.03
- Handled a wide range of Arbitration and Mediation cases (Criminal, Medicolegal, Fraud and Corruption, Commercial, Housing, Immigration, Family) and of workplace investigations due to alleged fraud, corruption, harassment, sexual harassment, unfair dismissal and other forms of discrimination.
- First point of conduct when liaising with stakeholders while investigating criminal cases and prosecutions.
- Witness coaching and support drafting statements as part of defence against criminal, disciplinary and/or regulatory allegations.
Intern
Legal Department of the Greek Council for Refugees (GCR)
Thessaloniki
2015.04 - 2015.08
- Performed screening by interviewing and informing refugees regarding their rights and the administrative process of applying for a visa/right to stay.
- Conducted research on cases of hate crimes, victimisation and unaccompanied refugee minors.
- Assisted investigations related to criminal offenses against refugees (post entry in the Greek territory).
- Liaised with public authorities regarding cases of unaccompanied refugee minors.
- Submitted reports to public authorities related to vulnerable groups and violation of human rights.
Trainee Solicitor
Law Firm of P. Stayroulis
Thessaloniki
2010.04 - 2012.01
- Drafted legal documents, and attended court hearings for a wide range of cases and claims.
- Conducted literature and legislation searches and drafted reports including the findings.
- Liaised with stakeholders, presenting data resulting from assessment and investigation of each case, throughout the Arbitration and Mediation process.
Education
Mediation Diploma - Mediation
Align Mediation Centre
London, United Kingdom 2025.05 -
MSc - Crime Science, Investigation and Counter Fraud and Counter Corruption
Portsmouth University
United Kingdom 2017.09 - 2019.09
LLM - Forensics, Criminology and Law
Maastricht University
The Netherlands 2015.06 - 2016.01
MSc - Clinical Negligence, Medical Law and Bioethical Dimension
Aristotle University of Thessaloniki
Thessaloniki, Greece 2011.09 - 2013.07
LLB Bachelor Degree - Law (Criminal, Corporate, Civil, Labour, Administrative, Finance)
Aristotle University of Thessaloniki
Thessaloniki, Greece 2005.09 - 2010.04
Apolytirion - Secondary Education
General Lyceum of Thessalonica
Thessaloniki, Greece 2002.09 - 2005.06
Skills
- Investigations and counter fraud
- Complaints resolution
- Mediation and negotiation
- Claims management
- Case oversight
- Calmness under pressure
- Problem-solving abilities
- Communication proficiency
- IT skills (Microsoft Office)
- Community volunteering in anti-fraud initiatives
- Collaboration with educators for awareness workshops
Certification
January 2012 - Registration at the Thessaloniki Bar Association as a solicitor
LANGUAGES
English
Proficient (C2)
Italian
Advanced (C1)
French
Intermediate (B1)
Greek
Native
Timeline
Maternity break / Sabbatical
2025.06 - 2026.02
Mediation Diploma - Mediation
Align Mediation Centre
2025.05 -
Sabbatical / Diploma in Mediation (CMC and IMI approved)
Align Mediation Centre
2024.05 - 2025.05
Regulatory and Disciplinary Case Management / Legal in-house team
Medical Protection Society (MPS) Org
2018.10 - 2024.04
Complaints Manager, Customer Satisfaction Officer and Customer Services Executive
Kenwood Travel Ltd
2018.03 - 2018.08
MSc - Crime Science, Investigation and Counter Fraud and Counter Corruption
Portsmouth University
2017.09 - 2019.09
Legal advisor for Customer Services Department
Travelworld Vacations Ltd
2016.06 - 2018.02
Accommodation Service Executive
Booking.com
2016.04 - 2016.06
LLM - Forensics, Criminology and Law
Maastricht University
2015.06 - 2016.01
Intern
Legal Department of the Greek Council for Refugees (GCR)
2015.04 - 2015.08
Associate partner
Law Firm of P. Stayroulis
2012.01 - 2016.03
MSc - Clinical Negligence, Medical Law and Bioethical Dimension
Aristotle University of Thessaloniki
2011.09 - 2013.07
Trainee Solicitor
Law Firm of P. Stayroulis
2010.04 - 2012.01
LLB Bachelor Degree - Law (Criminal, Corporate, Civil, Labour, Administrative, Finance)
Aristotle University of Thessaloniki
2005.09 - 2010.04
Apolytirion - Secondary Education
General Lyceum of Thessalonica
2002.09 - 2005.06