Τζενη Κουντουριοτου

Extensive experience in the management departments of banking products and services, as well as POS technical support, based on the customer-centric approach, teamwork, organizationality, willingness and ability to operate effectively even under pressure in order to achieve goals and immediate, quality service. Sales executive with interpersonal communication skills, enthusiasm, perseverance and determination in the sales and promotion industry, aiming at high customer satisfaction and effectiveness in organizational goals.

Retail technical consultant at Softone-Entersoft (2025-05 – Present)

Retail to Soft1 ERP Connectivity

NEXI merchant support at NEXI Customer Service Department (2023-01 – 2024-11)

• Updating and promoting Nexi terminals to businesses
• Redemption of vouchers in order to boost sales
• Achieving sales goals

Customer Service Alpha bank at NEXI Customer Service Department (2022-01 – 2022-12)

Referring to the supervisor and Alpha Bank

• Management of all kinds of cardholder requests (transactions, balances, bonuses, e-statements)
• Dispute Transaction Requests
• Secret code shipments
• Successfully manage and complete requests within time limits

Back Office (τμήμα pos) at SIA - NEXI Customer Service Department (2018-02 – 2021-12)

Referring to Cardlink

• Outbound communication with Cardlink
• Manage multiple requests centrally and complete processes within time limits
• Outbound communication with banks for transactions, cardholder notifications, requests, and codes
• Customization based on contracts and orders at central level
• Managing new terminal requests, resolving technical issues
• Complete multiple requests centrally
• Correct configuration based on contracts
• Positive feedback rating from businesses

Supply Chain & Facilities (τμήμα POS) at SIA - NEXI Customer Service Department (2016-02 – 2018-02)

Referring to the supervisor and Cardlink

• Telephone service for cardholders aiming at a high level of customer satisfaction
• Call management for POS technical support
• Manage calls for consumables orders, and track them until processing
• Business transaction and credit services for all banks
• Outbound communication with banks for transactions, cardholder notifications, requests, and codes
• Service for e-commerce transactions Alpha Bank and Eurobank
• Unlock codes for Alpha Bank and Eurobank loans
• Updating of available products, promotion of new ones and their technical support
• Achieve monthly call goals
• Fast, efficient and quality service
• Timely management of the resolution of technical issues

Authorization/lost-stolen at First Data - Customer Service Department (2005-01 – 2016-02)

Referring to the supervisor and domestic and foreign banks

• Communication with Greek and foreign banks for the purpose of approving transactions
• Satisfaction of return and release requests
• Business transaction and credit services for all banks
• Contacting banks for transactions, notifications of cardholders, requests and codes
• Declaration of loss or theft of cards in order to immediately deactivate them and control transactions
• Monitoring of accounts, availability, transactions, reactivation, confirmation of holder data (verbal quiz)
• Satisfying customer requests and managing problems and complaints
• Achieving monthly targets for the quality and effectiveness of service to owners and businesses
• Training of new recruits and creation of a positive climate and teamwork

Piraeus Store Manager – Piraeus Sales Manager at Watch Outlet (2002-01 – 2004-12)

Referring to the headquarters of the Watch outlet company, with responsibility for the following functions

• Responsible for the sales department and for observing all the procedures provided for their smooth operation
• Forecasting for store revenue and sales targeting
• Support and full control for adherence to proper procedures in the context of After sales
• Supervision of the reception department, supplies and control of the warehouse
• Create sales reports
• Coordination and supervision of staff (training, control of funds and monitoring for the proper observance of working hours)
• Management of requests (cancellations, complaints, technical support, products)
• Intensive inspections in the premises of the shops and preparedness in case of an inspection (Tax Office, IKA, Labour Inspectorate, Health and compliance with ISO9001 procedures)
• Monitoring and adherence to procedures for promotion and advertising issues
• Successful upward trend of the store
• Successful forecasting and meeting deadlines
• Create and complete processes within time limits

Degree in Public Administration – E.A.P. Hellenic Open University (2024)