Eleni-Antonia Kokounas
Arganda del Rey
Summary
Highly motivated and eager to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Able to work effectively without supervision and learn new skills quickly. Strong customer service, multi-tasking and time management skills. Committed to providing a positive and memorable experience.
Overview
11
11
years of professional experience
Work History
Customer Care Professional
American Express
Madrid
06.2023 - Current
- Responded to merchant inquiries from Germany & Austria via phone and chat.
- Ensured compliance with company policies when dealing with customers.
- Organized daily workloads by prioritizing tasks based on urgency.
- Investigated complex or escalated issues and provided solutions where possible.
- Maintained accurate records of customer interactions and transactions.
- Created detailed documentation of customer interactions for future reference.
- Updated internal databases with relevant customer information as needed.
- Demonstrated empathy towards customers during difficult conversations.
- Listened attentively to customer needs, clarified information, researched every issue and provided solutions in a timely manner.
- Provided support to colleagues regarding customers' queries or complaints.
- Collaborated with other departments to resolve customer inquiries quickly and efficiently.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated databases with new and modified customer data.
Fraud Prevention Analyst
Travelgenio
Madrid
02.2019 - 06.2022
- Investigated cases of suspected fraudulent activity, including the analysis of documents.
- Tracked chargeback activity to identify best practices for determining fraud.
- Analysis of high-risk transactions from specific points of sale.
- Used multiple data sources to derive end-to-end fraud performance metrics.
- Developed procedures for the prevention, detection, investigation, and reporting of fraudulent activities.
- Generated daily, weekly, monthly, quarterly reports on fraud trends and patterns.
- Created strategies to reduce instances of fraud by identifying vulnerabilities in existing processes.
- Identified areas where additional controls could be implemented to prevent future fraud incidents.
- Investigated and verified the authenticity of customers' documents for identity verification purposes.
- Reviewed customer complaints related to suspected fraudulent activities.
- Provided feedback on operational processes that could be improved upon in order to reduce losses due to fraud.
- Determined existing fraud trends by analyzing accounts and transaction patterns.
Call Center Representative
Travelgenio
Madrid
06.2018 - 02.2019
- Responded promptly to customer emails and phone calls regarding bookings or special requests.
- Managing bookings through GDS
- Support customer requests by working with other departments
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Navigated through computer systems to review information and respond appropriately to callers.
- Maintained up-to-date knowledge of airlines' rules and regulations for domestic and international travel.
Agente De Call Center
Nothelle Call Center Services GmbH
Mönchengladbach
05.2018 - 06.2018
- Maintained current knowledge of the company's products, services, promotions, and pricing.
- Identified customer needs and suggested alternative products to meet those needs.
- Offered product and service.
Barman
Vapiano SE
Mönchengladbach
11.2016 - 11.2017
- Greeted guests with friendliness and professionalism.
- Remained calm and poised during busy periods, promoting great customer service to guests.
- Maintained a clean and organized bar area, including the washing of glassware.
- Educated customers on different types of beer or wine available at the bar.
- Ordered and maintained inventory of bar products, alcohol, soft drinks and supplies to drive high volume of sales.
- Trained new bartenders.
- Effectively multitasked within fast-paced environment.
- Maintained safety and sanitation standards with firm enforcement amongst bar staff.
- Greeted customers, answered questions about menu items, took orders, and processed payments promptly and efficiently.
Kitchen Assistant
Mendoza Restaurant GmbH
Mönchengladbach
12.2015 - 02.2016
- Cleaned and sanitized work surfaces, equipment, utensils, dishes, and pots.
Internship in Business and Management
Lord Sandwiches, S.L
Arganda del Rey
05.2013 - 06.2013
Education
German B2 -
Inlingua Sprachschule
Mönchengladbach, Germany12-2016
German B1 -
Inlingua Sprachschule
Mönchengladbach, Germany01.2016
High School Diploma -
I.E.S La Poveda
La Poveda, Spain06-2014
Formación básica administrativo : Administración y gestión de empresas -
I.E.S La Poveda
01.2013
Skills
- Fraud Prevention & Analysis
- Fraud investigation
- Disputes
- Customer Service Excellence
- Collaborative
- CRM Software
- Global Distribution System (Amadeus, Galileo, Sabre)
- MCC
- Merchant Servicing Portal
- WFIS
- Merchant Force
- MS-Office (Word, Excel, Power Point)
- Administrative Tasks
Personal Information
- Date of Birth: 09/12/1996
- Nationality: Rumano
Languages
Romanian
First Language
Spanish
Proficient (C2)
C2
German
Advanced (C1)
C1
English
Advanced (C1)
C1
Greek
Beginner (A1)
A1
Timeline
Customer Care Professional
American Express
06.2023 - Current
Fraud Prevention Analyst
Travelgenio
02.2019 - 06.2022
Call Center Representative
Travelgenio
06.2018 - 02.2019
Agente De Call Center
Nothelle Call Center Services GmbH
05.2018 - 06.2018
Barman
Vapiano SE
11.2016 - 11.2017
Kitchen Assistant
Mendoza Restaurant GmbH
12.2015 - 02.2016
Internship in Business and Management
Lord Sandwiches, S.L
05.2013 - 06.2013
German B2 -
Inlingua Sprachschule
German B1 -
Inlingua Sprachschule
High School Diploma -
I.E.S La Poveda
Formación básica administrativo : Administración y gestión de empresas -
I.E.S La Poveda
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