Catherine Pavlaki

Multilingual Customer Support and Technical Support Specialist with 8+ years of experience in customer service, banking fraud detection, technical troubleshooting, risk assessment, compliance operations, and back-office support. Experienced in managing high-volume customer interactions across phone, email, chat, and ticketing systems while maintaining strong customer satisfaction and service quality standards. Skilled in resolving complex customer issues, investigating suspicious banking activity, reviewing transactions, performing identity verification, assessing fraud risks, and following financial compliance procedures.

Experienced in supporting banking customers, handling fraud-related inquiries, documenting cases, and applying security protocols to protect customer accounts. Knowledgeable in customer support workflows, quality assurance practices, escalation handling, and process improvement initiatives.

Completed Quality

Coach training with a strong understanding of quality evaluation frameworks, performance monitoring, feedback techniques, and service improvement processes. Detail-oriented and adaptable professional with experience in international environments, strong analytical skills, and additional experience in graphic design and laser engraving operations.

Fraud Detection at Foundever (2026-03 – Present)

• Reviewed transaction patterns and account activity to detect potential fraudulent behavior and assess risk exposure.
• Documented findings through detailed reports, supporting fraud prevention strategies and compliance requirements.
• Managed customer interactions related to fraud cases, delivering timely resolutions while maintaining a high standard of security and service quality.

Customer Service Representative at Majorel (2023-05 – 2026-05)

• Handle large volumes of customer inquiries via phone, email, and chat channels.
• Troubleshoot technical and account-related issues, ensuring prompt resolution.
• Maintain accurate data entry and reporting within internal systems.
• Collaborate with internal departments to enhance the customer experience and service consistency.
• Completed Quality Coach training and applied for the position internally, gaining skills in performance monitoring, coaching, and quality process improvement.

Customer Care Agent at Webhelp (2021-11 – 2023-05)

• Provided Greek-language customer support for clients, resolving inquiries efficiently and professionally.
• Managed data updates and customer records within back-office systems.
• Ensured service quality and compliance with company procedures and SLAs.
• Recognized for maintaining high satisfaction and communication standards.

Call Center Agent at [Private Call Center] (2020-08 – 2021-11)

• Responded to inbound and outbound customer calls, addressing inquiries and product information.
• Recorded accurate details in company databases.
• Maintained professionalism and efficiency under pressure.

Graphic Designer & Laser Machine Operator at Laser Engraving Company (2017-01 – 2020-08)

• Designed and engraved customized products according to client specifications.
• Managed client relationships and handled large custom orders.
• Demonstrated laser machine operation to potential buyers, contributing to successful sales.
• Ensured high quality and precision in all products delivered.

Bachelor's Degree in business ad – Hellenic Open University

Certification in Graphic Design – Intergraphics

Certified in Fundamentals of Digital Marketing – Google Digital Workshop