Georgios Zoumplias
Customer Experience Representative
Peterborough
Summary
Tech-Savvy Customer Service Professional with extensive experience in IT support. Leverage strong technical knowledge and effective communication skills to troubleshoot IT issues and ensure user satisfaction. Energetic and results-oriented team player with a passion for exceeding customer expectations.
Overview
23
23
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Customer Experience Representative
BGL
02.2024 - Current
- Streamlined communication channels for improved efficiency in handling customer inquiries.
- Delivered personalized support by understanding individual client needs and preferences, leading to increased loyalty.
- Cultivate positive customer relationships: Effectively communicate with a diverse clientele, accurately capture critical information, and address inquiries with patience and understanding.
- Streamline renewals process: Ensure efficient and accurate completion of car insurance renewals, adhering to industry regulations and best practices.
- Champion customer satisfaction: Act as a single point of contact, providing ongoing support and proactively keeping clients informed throughout the renewal process.
- Maintain data integrity: Meticulously capture and update customer data within the designated software, upholding a commitment to accuracy and efficiency.
- Demonstrate continuous learning: Stay abreast of industry updates and best practices to deliver exceptional customer service.
- Manage high-volume inbound calls: Efficiently handle inquiries from both potential and existing customers, ensuring timely resolution and a positive experience.
- Navigate complex inquiries: Utilize strong product knowledge and established protocols to answer questions, address concerns, and work towards effective solutions.
- Drive individual and team success: Take ownership of personal development and actively contribute to achieving team goals.
- Thrive in a dynamic environment: Maintain composure and meet deadlines while working efficiently in a fast-paced setting.
- Ensure data accuracy: Meticulously enter and update customer data, adhering to strict protocols and upholding a commitment to precision.
Service Desk Analyst (SDA)
CDW
03.2022 - 02.2024
- Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident
- To provide a single point of contact to the customers/clients to ensure that incidents are fully managed through to resolution accurately
- Regularly updating incidents logged on the Incident Management System and to provide end users with a technical solution to the best of your ability
- Proactively keep customers/clients informed on incident or request status and progress at all times
- Escalate incidents where a first-time fix is not possible to either 2nd line support or the relevant 3rd party group
- Monitor, progress, and resolve incidents efficiently and effectively whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary
- Solid understanding of server, storage and backup technologies
- Solid understanding of other Cloud technologies
- Knowledge of IT security concepts and best practice
- ITIL Service Operations Framework (Incident, Change, Problem and Major Incident Management)
- Developed skills and experience in ServiceNow, Office 365 administration, Active Directory, ITIL, MCSA, Citrix, MFA, Wi-Fi/Network troubleshooting.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
Driver
ASDA
11.2018 - 04.2022
- Driving an Asda Home Shopping van and helping to pick orders and load vehicles
- Follow scheduled delivery routes, driving safely and responsibly
- Keeping the customer up to date
- Ensure safety and great service by following the correct procedures with every delivery
- Keeping the vehicle clean and tidy
- Ensure that the vehicle is refuelled, maintained and operational
- Occasionally working in store as required, picking products and fulfilling online orders.
Quality Assurance Technician (QA Technician)
Universally Speaking
07.2021 - 03.2022
- Playtest Video Games including AAA titles
- Report bugs, that were found while gaming
- Use Jira to write bug reports
- Verify that the bugs have been fixed and implemented correctly
- Ensure that the client's games are free of all bugs, appropriate for the market and give enjoyable and totally immersive experience to the gamers
- Take ownership of additional activities and tasks needed to improve work in the FQA teams.
Language Quality Assurance Technician (LQA Technician)
Universally Speaking
10.2021 - 02.2022
- Playtest Video Games including AAA titles
- Report any bugs, errors or spelling mistakes, that were found while gaming
- Use Jira to write bug reports
- Verify that the bugs or errors have been fixed and implemented correctly
- Ensure that the client's games are free of all language related bugs, appropriate for the market and give enjoyable and totally immersive experience to the gamers
- Take ownership of additional activities and tasks needed to improve work in the LQA teams.
Chef
Greene King
06.2018 - 11.2018
- Opening / Closing the kitchen on a daily basis
- Arranging the goods delivered
- Preparation of goods
- Checking the temperature of fridges and freezers on a daily basis
- Cleaning the kitchen and preparation areas on a daily basis
- Check stock levels of goods and inform the manager of any orders that might be needed
- Maintain high standards of quality control, hygiene, and health and safety.
Kitchen Manager
Greene King
03.2018 - 06.2018
- Opening / Closing the kitchen on a daily basis
- Arranging the goods delivered
- Preparation of goods
- Checking the temperature of fridges and freezers on a daily basis
- Cleaning the kitchen and preparation areas on a daily basis
- Check stock levels of goods and inform the manager of any orders that might be needed
- Maintain high standards of quality control, hygiene, and health and safety
- Was responsible for maintaining stock levels and ordering in goods from our providers / partners.
Chef / Cook
Greene King
07.2017 - 03.2018
- Opening / Closing the kitchen on a daily basis
- Arranging the goods delivered
- Preparation of goods
- Checking the temperature of fridges and freezers on a daily basis
- Cleaning the kitchen and preparation areas on a daily basis
- Check stock levels of goods and inform the manager of any orders that might be needed
- Maintain high standards of quality control, hygiene, and health and safety.
Catering Assistant
Cambridge Blue Sandwiches
03.2017 - 05.2017
- Opening / Closing the kitchen on a daily basis
- Arranging the goods delivered
- Preparation of goods
- Checking the temperature of fridges and freezers on a daily basis
- Cleaning the kitchen and preparation areas on a daily basis
- Check stock levels of goods and inform the manager of any orders that might be needed
- Maintain high standards of quality control, hygiene, and health and safety.
Assistant Manager
Ladofanaro
09.2015 - 02.2017
- As an Assistant restaurant manager, I fulfilled the following roles: take responsibility for the business performance of the restaurant, organize marketing activities, such as promotional events and discount schemes, coordinate the operation of the restaurant during scheduled shifts, respond to customer queries and complaints, meet and greet customers, organize table reservations, maintain high standards.
Delivery Driver
Ladofanaro
10.2014 - 02.2017
- Distribution of goods at customer homes in the city of Larissa, Greece.
Chef Assistant
Ladofanaro
09.2012 - 10.2014
- Opening / Closing the kitchen on a daily basis
- Arranging the goods delivered
- Preparation of goods
- Checking the temperature of fridges and freezers on a daily basis
- Cleaning the kitchen and preparation areas on a daily basis
- Check stock levels of goods and inform the manager of any orders that might be needed
- Maintain high standards of quality control, hygiene, and health and safety
- Experience in meat processing (Cutting, marinating and grilling).
Customer Service
Phoenix Internet Cafe
04.2009 - 01.2010
- Interacting with the customers on a daily basis and providing any information or help needed.
Computer and Network Technician
3D Internet Cafe
09.2001 - 02.2008
- Maintenance of computers
- Maintenance of network
- Interaction with ISP supplier and other various suppliers.
Computer & Networks Engineer, Computer Systems Networking and Telecommunications
1o TEE Kavalas
09.2002 - 05.2005
- During the course of my studies, I learned about the theory behind computers, binary system and some programming languages
- I studied the mechanics and learned how a computer system operates and became exceedingly proficient in the disassembly and reassembly of a computer system
- I studied programming & administration and gained skills for popular systems like Unix, Linux and Windows
- Other topics covered during my education included technical communications, network security, data structures and wireless networking
- Last but not least I learned about HTML and website architecture as well as a few other extremely helpful things, for example, java, java-script, Pascal, C++.
Customer Service
3D Internet Cafe
09.2009 - 02.2001
- Interacting with the customers on a daily basis and providing any information or help needed.
Education
Computer & Networks Engineer, Computer Systems Networking and Telecommunications -
1o TEE Kavalas
Kavala, Greece 09.2002 - 05.2005
Skills
Microsoft Office Suit
Adaptability
Microsoft Azure
IT Operations
Windows Server
Complaint resolution
Customer Education
CRM Software
Call center experience
Complaint Handling
Customer Service
Problem-Solving
Timeline
Customer Experience Representative
BGL
02.2024 - Current
Service Desk Analyst (SDA)
CDW
03.2022 - 02.2024
Language Quality Assurance Technician (LQA Technician)
Universally Speaking
10.2021 - 02.2022
Quality Assurance Technician (QA Technician)
Universally Speaking
07.2021 - 03.2022
Driver
ASDA
11.2018 - 04.2022
Chef
Greene King
06.2018 - 11.2018
Kitchen Manager
Greene King
03.2018 - 06.2018
Chef / Cook
Greene King
07.2017 - 03.2018
Catering Assistant
Cambridge Blue Sandwiches
03.2017 - 05.2017
Assistant Manager
Ladofanaro
09.2015 - 02.2017
Delivery Driver
Ladofanaro
10.2014 - 02.2017
Chef Assistant
Ladofanaro
09.2012 - 10.2014
Customer Service
3D Internet Cafe
09.2009 - 02.2001
Customer Service
Phoenix Internet Cafe
04.2009 - 01.2010
Computer & Networks Engineer, Computer Systems Networking and Telecommunications
1o TEE Kavalas
09.2002 - 05.2005
Computer & Networks Engineer, Computer Systems Networking and Telecommunications -
1o TEE Kavalas
09.2002 - 05.2005
Computer and Network Technician
3D Internet Cafe
09.2001 - 02.2008
Web Social - Linkedin
linkedin.com/in/georgios-zoumplias19850767/
Web Social - Linkedin
linkedin.com/in/georgios-zoumplias19850767/
Web Social - Linkedin
linkedin.com/in/georgios-zoumplias19850767/
Web Social - Linkedin
linkedin.com/in/georgios-zoumplias19850767/