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Work Background
Alpha BankLearning & Development Business Partner
Aug. 2024Athens, Attiki, GreeceDesign and deliver a comprehensive onboarding training program for all new hires, ensuring an engaging and seamless integration experience that accelerates time-to-productivity and strengthens company culture.
Conduct skills gap analysis in collaboration with business leaders to identify key areas for development and design targeted learning solutions to address these gaps.
Lead the strategic development of leadership programs, working with external providers to ensure content aligns with organizational goals and empowers leaders to drive change and cultivate high-performing teams.
Oversee the ESG Academy, setting the strategic direction for training on Environmental, Social, and Governance (ESG) principles, equipping employees to contribute to the company’s sustainability efforts.
Provide strategic input and review external training content, ensuring materials align with business objectives, leadership development needs, and the company’s values, while adjusting for consistency and maximizing impact.
Promote a culture of continuous learning, driving employee growth, performance, and engagement at all levels of the organization.
Measure and evaluate the effectiveness of learning programs through data-driven insights, making adjustments as needed to improve outcomes and ROI.
Collaborate with Senior Leadership to align learning initiatives with broader business goals, ensuring that programs deliver measurable results and enhance overall performance.
Viva.comTraining and Quality Monitoring Manager
Jan. 2023 - Aug. 2024Athens, Attiki, GreeceDevelop and implement a strategic vision for Training and Quality Monitoring initiatives aligned with the company's objectives and customer experience goals.
Manage the design, development, and execution of extensive training initiatives customized to meet the diverse needs of employees within our organization and those in collaboration with Strategic Partnerships.
Own and manage the onboarding training program for every new hire across the organization, ensuring quick and cost-effective onboarding through digitalization (90% digitalized), which facilitates mass hiring while utilizing available tools effectively.
Conduct skills analysis and training needs assessments for teams, resulting in tailored training programs and continuous learning paths to enhance team performance and align training initiatives with specific departmental goals.
Drive the evaluation and enhancement of existing training programs to improve engagement, learning outcomes, and alignment with business objectives.
Establish key performance indicators (KPIs) and metrics to assess the effectiveness of training programs and quality monitoring initiatives and provide regular performance reports to senior management and stakeholders.
Conduct market research on innovative learning trends and technologies, integrating them into daily business practices.
Develop and apply the AutoQA process of customer interactions, improving service quality and streamlining operational processes, ultimately leading to faster and more accurate resolutions for customer queries and issues.
efoodVendor Care Manager
Jan. 2021 - Jan. 2023ΑθήναConducted training sessions for Vendor care agents and Sales employees, focusing on tool utilization, process optimization, and service alignment to enhance overall performance and customer satisfaction.
Created and managed an online learning platform with processes and procedures specifically designed for the Sales team, facilitating continuous learning and skill development.
Maintained close communication with the Head of Logistics, Director of Sales, and Director of Operations to gather feedback on system changes, identify areas for improvement, and address any issues affecting performance promptly.
Monitored and evaluated key performance indicators (KPIs) related to vendor performance, offering support and insights to improve efficiency and resolve partner complaints effectively.
efoodTraining Manager
Jan. 2018 - Jan. 2021ΑθήναTrained trainers and Quality coaches to ensure they meet and maintain the company's quality standards, focusing on continuous improvement and adherence to best practices.
Identified and addressed training needs, methods, curriculum development, and training effectiveness assessments to optimize learning outcomes.
Conducted trainer observations and monitored both trainer and trainee performance to ensure consistency and effectiveness in training delivery.
Supervised subordinate staff, including responsibilities such as interviewing, hiring, discipline, performance reviews, and mentoring to foster professional growth and ensure team efficiency.
Designed, developed, and delivered comprehensive hard and soft skills training programs tailored to meet the needs of customers and staff, promoting a culture of continuous learning and skill enhancement.
Consulted with management, Quality Assurance, and Human Resources teams to identify training needs, assess procedural updates, and align training initiatives with organizational goals and quality standards.
Booking.comTraining and Quality Executive
May. 2015 - Dec. 2017AmsterdamConducted comprehensive training sessions for Customer Service agents and local Account Managers, focusing on both hard and soft skills development to enhance overall performance and customer satisfaction.
Provided coaching and constructive feedback to Customer Service agents to improve their quality of service delivery, identifying success areas and developmental opportunities for continuous improvement.
Collaborated with team leaders and the global training team to measure and analyze success metrics and developmental areas, providing actionable feedback and insights for performance enhancement.
Contributed to the planning, design, and development of new and existing training courses, leveraging data analysis related to performance and knowledge skills to identify areas for improvement and motivation strategies for agents.
Booking.comCustomer Service Executive
May. 2014 - Apr. 2015Amsterdam Area, Netherlands
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