Charalampos Koutsougeras -

Feedback from Charalampos’s ex-colleagues

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Work Background

MetaSound Designer

Mar. 2022 - Sep. 2023Athens, Attiki, GreeceOperations: Audio Post Production, Editing, Manual Testing -- Collaborated with remote teams to design interaction to immersive audio, voice assistants and music. -- Supported Engineers/Product Managers to test spatial audio and original content creation. -- 360° experience improving audio sounds by overseeing the audio editing processes. -- Undertook post productions by mastering and reworking sounds to amplify Meta’s technologies.

AccusonusQuality Assurance Specialist

Sep. 2020 - Apr. 2022Athens, Attiki, GreeceOperations: Technical Support, Customer Services, Complaints Handling -- Prioritised first-line technical support requests for end users on hardware and software issues. -- Stepped in to supervise an out-of-hours service desk and a remote daytime team. -- Achieved a 96% first response time <24hr and an 85% full resolution time <48hrs. -- Supported the department through a restructuring which improved CSAT scores to 4.6.

Booking.comCustomer Reviews Coordinator

Feb. 2019 - Mar. 2020Manchester, United KingdomOperations: Customer Reviews, Website Moderation, Customer Relations, Process Mapping -- Processed 3000+ customer reviews (target 600p/d) before going live. -- Produced actionable insights to report on NPS, CSAT and Supplier Scores for stakeholders. -- Exceeded KPIs by 147% with 100% in compliance and quality checks reported on performance reviews. -- Promoted the use of Machine Learning and Automation to reduce manual workloads by 94%.

Rentalcars.comCustomer Service Advisor

Jun. 2017 - Feb. 2019Manchester, United KingdomOperations: Customer Support (E-mail, Phone, Live-Chat) -- Delivered service support requests by dealing with 100+ customer enquiries daily. -- Found resolutions to complaints (90% FCR) to increase customer satisfaction from 3.8 to 4.6 (5.0). -- Upsold vehicle and insurance policies which achieved 100% in compliance selling checks. -- Minimised the use of refunds and discounts to achieve the highest sales margin in the Greek Market.