Alexander Papadopoulos

Customer Support and Retention professional with experience in English-language customer service, telephone retention, email, live chat, callbacks, and back-office operations. Experienced in handling high-volume customer interactions, identifying customer needs, managing objections, resolving issues, and working in KPI-driven environments. Strong communication, problem-solving, multitasking, CRM and Zendesk skills, with proven remote-work experience and a customer-focused approach.

Retention Agent at Protergia | ICAP (2026-07 – Present)

• Managed retention interactions with existing Protergia customers, focusing on customer needs and retention opportunities.
• Communicated with customers by phone and handled objections in a professional, solution-focused manner.
• Presented and explained available electricity and energy plans according to customer needs.
• Applied active listening and customer-needs analysis to support retention and customer experience objectives.
• Worked within a structured, KPI-driven environment and followed company processes and quality standards.
• Used internal systems to manage customer information and interaction-related processes.

Customer Support Specialist at Zipcar Project (2023-01 – 2025-12)

• Delivered professional customer support in English via phone, email, live chat, and callbacks.
• Managed 50–60+ customer interactions per day while maintaining a strong customer-focused approach.
• Assisted customers with reservations, memberships, account verification, billing inquiries, and roadside assistance coordination.
• Managed customer requests and support tickets using Zendesk.
• Performed back-office operations, documentation, and case management.
• Escalated technical and account-related issues to the appropriate internal departments.
• Worked in a fast-paced, KPI-driven customer support environment while meeting productivity and quality targets.

Director at Local Newspaper

• Managed daily business operations and administrative processes.
• Coordinated editorial workflow and publication schedules.
• Supervised contributors and external collaborators.
• Managed public communication and content planning.

Website Administrator

• Managed website content and updates.
• Published digital news and informational content.
• Maintained the organization's online presence.
• Ensured content accuracy and timely publication.

High School Diploma