About Spyros
As a customer care and experience strategy consultant, I have a passion for enabling businesses unlock the full value of exceptional customer service. I believe that outstanding customer support is not simply a way to keep customers happy, it's a powerful tool for building brand loyalty, improving reputation, and driving growth.
With over a decade of experience in the field, I have seen first-hand the impact that a well-designed customer care strategy can have on a business thus I have a deep understanding of the challenges that companies face when it comes to cost centers such as customer service and the strategies that can be implemented to overcome them.
Whether you're looking to improve your customer satisfaction scores, reduce churn, or increase customer lifetime value, I am here to help.
My goal is to work with you to create a customer care strategy that meets the unique needs of your business and sets you apart from the competition.
English
Native or bilingual
Greek
Native or bilingual
French
Basic
German
Conversational
Can work on-site
Berlin (up to 50km)
Experience
- SpryrInterim Director Customer ServiceTRAVEL AND TOURISMAugust 2023 - Today (2 years and 10 months)Berlin, GermanyKey Responsibilities• Establish and implement Customer Care Target Operating Model• Vendor Management• BPO RFP documentation and shortlisting• CRM RFP documentation and shortlisting• Process Mapping• Forecasting and internal hiring• Establish and implement the B2B partner service operating model• Knowledge Base development.• Selfservice and live chat scoping and implementation.
- TIER MobilityHead of Global Customer CareDIGITAL AND ITDecember 2021 - Today (4 years and 6 months)Berlin, GermanyKey Responsibilities• Develop and implement Customer Care strategies that align with business goals and increase customer satisfaction.• Vendor Management• Process Mapping and optimisation• Employee Development• Lead a team of up to 40 professionals, providing guidance to ensure delivery of results.• Build and maintain strong relationships with stakeholders and representing the care function in meetings and presentations.• Identify operational inefficiencies and devise effective improvements.Driving continuous improvement in service, processes, systems and technologies. Notable Achievements• 30 pp increase of customer satisfaction.• 54% reduction of contact trigger points.• Launched a VOC driven insights campaign to eradicate pain points.• Reduced hiring needs optimising automations and service inefficiencies.• Achieved an average of 43 employee NPS score over 16 months.
- SpinCustomer Care Strategy AdvisorDIGITAL AND ITApril 2022 - July 2023 (1 year and 4 months)San Francisco Bay Area, CA, USAKey Responsibilities• Establish pre and post merger operating model.• Launch RFPs and negotiate contracts involving the customer care function.• Develop and implement Customer Care strategies that align with business goals and increase customer satisfaction.• Build and maintain strong relationships with stakeholders and representing the care function in meetings, presentations.• Identify operational inefficiencies and devise effective improvements.• Drive continuous improvement in service, processes, systems and technologies. Notable Achievements• Reduced hiring needs by 25% optimising automations and service inefficiencies.• Decreased forecasted org costs by 25% YoY.• Launched a VOC driven insights campaign to eradicate product pain points.• Optimised external service team utilisation decreasing costs 12% MoM.
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Education
- Bachelor of Business & Bachelor of ArtsHELLENIC OPEN UNIVERSITY2022Bachelor of Business Administration - BBA
- Executive Diploma in Shipping, Maritime StudiesMediterranean College / University of Derby2015Executive Diploma in Shipping, Maritime Studies