Maria Panagoulia

• Investigating complaints against company policies and procedures and regulatory guidelines.
• Where possible, directly providing complaint solutions to customers.
• Ensuring complaints are handled in line with process, procedures and within regulatory timeframes.

• Investigating fraud allegations logged by customers.
• Ensuring vulnerable customers are treated fairly through correct communication and evaluation of their specific circumstances.
• Answering queries from customer regarding their accounts
• Increased customer satisfaction by resolving issues.

• Contacting customers through a mix of formats (telephone, email and webchat) to discuss any issues they have with their accounts.
• Answering queries regarding payments, offering and setting up payment arrangements.
• Advising customers, particularly those who are financially vulnerable or in financial difficulty, to ensure they are are aware of the options available to them.
• Actively listening to customers, handling concerns quickly and escalating major issues to supervisor.

• Gathering and analysing a wide range of evidence provided by the customer through various mediums (paper complaints, online forms).
• Working efficiently to daily production targets.
• Reviewing in-depth customers' banking data/activity to help correctly resolve complaints.
• Adapting effectively to internal process changes and regulatory updates.
• Assessing complaints and producing decision letters in accordance to the approved policies and procedures.

• Delivering exceptional levels of customer service by expertly training and managing staff.
• Handling customers' complaints with tact and integrity and resolving any situation according to the cafe's values and standards.
• Operating a healthy business by complying with Health and Safety Regulations, keeping the shop in high standards at all times.
• Cultivating strong team environment focused on personal accountability, customer support and business success.
• Ordering supplies, coordinating receiving and overseeing storage in compliance with health code requirements.
• Inspecting coffee shop regularly for safety, healthy code, or maintenance concerns.
• Enhancing sales by promoting products and assisting with creative menu selections.

General catering duties

General catering duties

• Monitoring stocks, bonds and commodities of American and European stock markets.
• Executing transactions based upon customers' specifications, monitoring orders' status, as well as ensuring accurate and timely confirmation of transactions.
• Regularly updating our clients on the state of their portfolios and new investment opportunities.
• Executing clients' orders using Bloomberg and Reuters platforms simultaneously and in an effective manner.
• Providing custom-made customer service on occasions ( clients who needed updating in every price fluctuation of their stocks or commodities, sometimes every 2-3 minutes) via phone.
• Providing administrative support to portfolio managers including the preparation and processing of new accounts and client documentation.
• Liaising with Compliance in order to identify and manage regulatory risk.
• Following the implementation of new systems and procedures while working in coordination with the Manager and Compliance.
• Keeping up to date with the latest financial and tax legislation. Training new staff providing the right resources to ensure growth and development.