Summary
Overview
Work History
Education
Software
Awards
Timeline
Generic

Sophia Nioti

Patroklou 29, Nikaia, Athens

Summary

  • Focused Customer Support & Sales Specialist offering advanced knowledge and mentorship illustrated over 10 years in technology companies.
  • Motivating and positive with excellent interpersonal, coaching and communication skills illustrated over 7 years as a Customer Support & Sales Coach
  • Customer-oriented mindset with with exceptional negotiation and influencing skills.
  • Passionate about delivering superior interactions with customers, stakeholders and high level of collaboration within teams
  • Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
  • Strong technical skills and computer knowledge, including all core Microsoft Office programs, and extensive experience using CRM or travel industry applications.

Overview

19
19
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

Hotel Operations Support Specialist

Expedia Group
06.2022 - Current
  • Subject matter expert (SME) for team, recommending potential solutions to partners issues, sharing knowledge, role modeling exemplary partner handling, and being secondary coach people leader of team. At times, may be needed to communicate and reinforce day to day operations direction of team
  • Strong technical skills and computer knowledge, including all core Microsoft Office programs, and extensive experience using CRM and other customer relationship management or travel industry applications.
  • Works alongside other teams globally to resolve partners queries and escalates issues as appropriate to resolve complaints and/or complex issues.
  • As subject matter expert, promote and support team members in driving adoption of self‐service partners tools and value add activities
  • Balances several projects and tasks simultaneously with minimal error and without losing track of important details or deliverables.
  • Produces and analyzes data, providing insights for sales, operations, and customers.

Business Incubator

Cosmote (Deutsche Telekom Group)
01.2022 - 05.2022
  • Motivate and manage new hires during their onboarding process, ensuring quality and high performance according to the company's strategy during their onboarding, from the day one and for 3 months before entering the production.
  • Communication and sales & Customer Support techniques. Boosted player confidence through personalized training sessions and continuous feedback.
  • Meetings with the managers, feedback to the team [one-to-one] for quantitative - qualitative performance, achievement of company's goals
  • Facilitated open communication between players, parents, staff members, ensuring that all concerns were addressed promptly and effectively.
  • Achieved higher win percentages by analyzing opponent tactics and collaborated with other mentor to share best practices and adjusting game strategies accordingly.

Project Lead

Cosmote (Deutsche Telekom Group)
10.2020 - 01.2022
  • Supervision and transformation +50 people from Germanos stores into a call Center for the purpose of providing uninterrupted customer service during the pandemic period (inc. Sales and After sales)
  • Analysis of productive samples, setup of monthly objectives. Conduction of Weekly and Monthly sales reports inspected by directors
  • Plan and conduction of training sections about customer service (inc. Sales and After sales)
  • Μonitoring issues in the systems (CSC / SAP/ Germanos Site) and informing competent departments for the better service of the call center
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.

Sales Coach & Trainer

Cosmote (Deutsche Telekom Group)
03.2015 - 11.2020
  • On the job support of employees so that they can fully meet the needs and values of Cosmote projects all over Greece. Including but not limited to the effective usage of CRM systems and Quality customer service
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one. Conducting training groups during onboarding.
  • Provided constructive criticism in ways that empowered individuals rather than discouraging them from taking risks or pursuing challenging opportunities.
  • Collaborated with cross-functional departments to optimize overall business strategies and ensure alignment between objectives.
  • Configuration, design and editing of manuals in order to effectively disseminate information and align production with the company's guidelines

Sales Representative

Cosmote (Deutsche Telekom Group)
02.2014 - 03.2015
  • Streamlined sales processes by identifying inefficiencies and implementing improvements for enhanced productivity.
  • Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.

Store Manager

Tsakiris - Mallas S.A
01.2008 - 01.2014
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clients.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.

Sales Assistant

Tsakiris - Mallas S.A
01.2005 - 12.2007
  • Met and exceeded sales targets consistently, contributing to overall team success.
  • Collaborated with team members to achieve a cohesive and efficient store environment.

Education

Bachelor Of Accountancy - Management And Economics BSc in Accounting

Technological Educational Institute of Missolonghi
Messolonghi
09.2004 - 09.2008

Software

CRM / SaaS (Salesforce, Oracle, ERP, Singular logic)

Microsoft Office Suite

SAP program

Jira

Trello

Microsoft teams & planner

Awards

2023 Expedia Group

SOVA Award (Top performing of Sales)

Timeline

Hotel Operations Support Specialist

Expedia Group
06.2022 - Current

Business Incubator

Cosmote (Deutsche Telekom Group)
01.2022 - 05.2022

Project Lead

Cosmote (Deutsche Telekom Group)
10.2020 - 01.2022

Sales Coach & Trainer

Cosmote (Deutsche Telekom Group)
03.2015 - 11.2020

Sales Representative

Cosmote (Deutsche Telekom Group)
02.2014 - 03.2015

Store Manager

Tsakiris - Mallas S.A
01.2008 - 01.2014

Sales Assistant

Tsakiris - Mallas S.A
01.2005 - 12.2007

Bachelor Of Accountancy - Management And Economics BSc in Accounting

Technological Educational Institute of Missolonghi
09.2004 - 09.2008

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Sophia Nioti