About Artemis
I am a Strategic Operations Leader with over 10 years of experience managing multi site and multi-regional teams of up to 60+ staff. I specialise in stepping into scaling companies to transform reactive, firefighting customer service departments into proactive, data driven functions.
My core focus is on driving cross-functional efficiency and building scalable support infrastructure. Whether managing the escalation layer for complex, high value disputes, or leveraging platforms like HubSpot and Power BI to steer regional performance, my goal is always to protect your revenue and improve the customer journey.
How I can help your business:
Service Excellence: Standardising service delivery blueprints to ensure 100% SLA integrity.
Workflow Automation: Engineering 'Traffic Light' priority frameworks and ticket routing to significantly reduce resolution times.
Leadership Restructuring: Mentoring management tiers, optimising team capacity, and ensuring your outsourced partners meet strict KPI architectures.
Compliance & Risk: Conducting rigorous root cause analysis (RCA) to maintain ISO certifications and prevent financial breaches.
Customer Support SLA
Are your response times slipping and customer complaints rising? I will conduct a comprehensive audit of your current customer support workflows, ticketing systems (HubSpot/Salesforce), and SLAs. You will receive a detailed roadmap highlighting exactly where your bottlenecks are, along with actionable strategies to automate workflows, reduce resolution times, and improve customer satisfaction ratings.
Fractional Head of Customer Service,Interim Leadership
Need experienced leadership while you scale or search for a permanent hire? I will step in to provide strategic direction for your customer service or operations teams. I specialise in managing multi regional staff, mentoring midlevel managers, managing complex VIP escalations, and aligning your support metrics directly with your commercial sales goals.
English
Native or bilingual
Greek
Native or bilingual
Remote only
Primarily works remotely
Experience
- Once for All,Customer Operations Delivery ManagerTECHAugust 2024 - Today (1 year and 10 months)Basingstoke, UKto• • Management of Managers: Provide strategic leadership for Verifications and Health & Safety divisions through a tier of operational managers.• • ISO Compliance & Standards: Maintain rigorous oversight of root cause analysis and corrective measures to uphold ISO certifications and continuous regulatory compliance.• • Stakeholder Collaboration: Lead cross-functional collaboration with Product, Sales, and Service leaders to refine the customer journey and build long-term retention strategies.• • Strategic Outsourcing & Account Management: Orchestrated the strategic outsourcing of account management functions, managing through a leadership tier to ensure proactive churn prevention.• • Partnership Governance: Established and governed performance frameworks for outsourced partners, ensuring third-party delivery met strict KPI architectures.• • Financial & Resource Planning: Manage operational budgets and direct capacity planning and forecasting to ensure consistent 100% SLA delivery.
- Scuderia Car Parts Ltd,Head of Customer ServiceE-COMMERCEOctober 2023 - July 2024 (9 months)London, UK• • Global Infrastructure: Engineered a 'Traffic Light' priority framework within HubSpot to manage complex ticket resolutions for a primary US-based clientele.• • Logistics Mastery: Directed the end-to-end fulfillment process for a global portfolio, coordinating with DHL to ensure prompt international dispatch and export compliance.• • International Stakeholder Relations: Built and maintained high-value relationships with global partners and US-market clients to ensure service continuity across time zones.• • Dispute Resolution: Directly managed high-level international disputes and complex escalations, implementing standardized SOPs for global consistency.• • Leadership Development: Mentored a team of managers, resulting in improved organizational performance and reduced staff turnover.
- Diligenta Ltd,Operations Manager – Pension ClaimsBANKING AND INSURANCEOctober 2022 - October 2023 (1 year)Reading, UK• • Regulated Operations: Led a 35-member operation resolving high-volume, complex pension claims across UK and offshore sites within strict regulatory SLAs.• • High-Value Dispute Management: Managed the escalation layer for complex and technical pension disputes, ensuring accurate resolution to maintain claim integrity.• • Compliance & Risk: Managed the escalation layer for technical claims, ensuring root cause analysis (RCA) prevented financial breaches.• • Data Strategy: Leveraged Power BI insights to steer regional performance and integrate industry-leading practices.
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Education
- Cert. HE in MarketingCert. HE in Marketing
- Cert. HE in Fashion Design.Cert. HE in Fashion Design.
Certifications
- Level 2 Certificate in Principles of Cyber Security 603/5853/1 SUNCFE