Iwanna Papa

Stores Support Supervisor - PPC Group – PPC (ΔΕΗ)

(2025-09)

Supervise, support, and coordinate the daily operations of the Stores Support Call Center team.
Monitor KPIs and analyze team performance through reporting and operational metrics.
Prepare and deliver monthly performance reports and statistical presentations to management.
Organize workflows and ensure smooth department operations in line with company objectives and SLA standards.
Identify training needs and support the development and coaching of team members.
Manage and support team Leaders to ensure operational alignment and high level service.
Contribute to process improvement initiatives focused on productivity, quality, and customer experience.

Collections Supervisor - Metlen Energy & Metals – Protergia

(2022-11 - 2025-08)

Coordinated and supervised a team handling inbound and outbound calls related to overdue payments.
Monitored and analyzed KPIs such as average handling time and number of serviced requests.
Prepared and presented weekly and monthly performance reports to management.
Actively contributed to improving team productivity and service quality.
Handled high-priority customer complaints and complex cases.

Customer Care Advisor - Vodafone

(2020-08 - 2022-07)

Provided personalized customer support regarding contracts and billing inquiries.
Managed complaints and complex cases with a focus on customer retention.
Participated in promotional activities and achieved sales targets.

Front Office Receptionist - Accor – Novotel Athens

(2019-06 - 2019-12)

Handled guest check-in/check-out procedures and reservation management.
Assisted guests with requests and resolved complaints.
Coordinated with housekeeping and restaurant departments to ensure smooth hotel operations.

Front Office Receptionist - Accor – Novotel Athens

(2018-04 - 2018-11)

Handled guest check-in/check-out procedures and reservation management.
Assisted guests with requests and resolved complaints.
Coordinated with housekeeping and restaurant departments to ensure smooth hotel operations.

Check-in Agent - Athens International Airport – Skyserv Handling

(2016-05 - 2016-10)

Checked travel documents and issued boarding passes during check-in.
Handled baggage procedures and ensured compliance with safety regulations.
Provided passengers with flight, delay, and gate information.
Collaborated with ground staff and control teams to ensure smooth passenger flow.

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