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Spyros A. Customer Care Expert and Strategy AdvisorSA

Spyros A.

Customer Care Expert and Strategy Advisor
1 recommendation
  • Suggested rate
    €450 / day
  • Experience8-15 years
  • Response time1 hour
The project will begin once you accept Spyros's quote.
Location and workplace preferences
Location
Berlin, Germany
Can work on-site at your office in
  • and around Berlin (up to 50km)
Verifications

Freelancer code of conduct signed

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Verified email
Languages
Check out languages spoken by Spyros
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Skill set (20)
Project Management
Consulting
Strategic planning
Customer Journey
Customer support
Check out Spyros's expertise
Spyros in a few words
Check out Spyros's full description
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.
Experience
  • Spryr
    Interim Director Customer Service
    TRAVEL & TOURISM
    August 2023 - Today (1 year and 11 months)
    Berlin, Germany
    Key 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.
    Lean six sigma Business analysis Customer Relationship Management (CRM)
  • TIER Mobility
    Head of Global Customer Care
    DIGITAL & IT
    December 2021 - Today (3 years and 7 months)
    Berlin, Germany
    Key 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.
  • Spin
    Customer Care Strategy Advisor
    DIGITAL & IT
    April 2022 - July 2023 (1 year and 4 months)
    San Francisco Bay Area, CA, USA
    Key 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.
Check out Spyros's experience
1 recommendation
Check out Spyros's recommendations
RA

Ruben A recommend Spyros

Ruben ARA
Ruben A
Tier Mobility
27/03/2023
I highly recommend Spyros for his expertise in Customer Operations.

He has really strong skills in 1) Problem solving (leveraging lean methodologies) 2) People Management (fair & authentic leader) and 3) Business Acumen (compose very well with key business limitations and opportunities).
Education
Check out Spyros's education
  • Bachelor of Business & Bachelor of Arts
    HELLENIC OPEN UNIVERSITY
    2022
    Bachelor of Business Administration - BBA
  • Executive Diploma in Shipping, Maritime Studies
    Mediterranean College / University of Derby
    2015
    Executive Diploma in Shipping, Maritime Studies
  • Electrical Engineering, Renewable Power
    Advanced Technological Institution of Crete
    2008
    Electrical Engineering, Renewable Power