Panagiota Gkioxi

Multilingual Customer Support and Technical Support professional with 6+ years of experience in fast-paced SaaS, fintech, and telecommunications environments. Expert in live chat, email, and phone support, technical troubleshooting, and CRM systems. Proven team leader with a track record of coaching agents, meeting KPIs, and improving customer satisfaction. Comfortable working remotely, learning new tools quickly, and taking ownership of complex customer issues from start to finish.

Customer Service Representative at Binance (2022-10 – 2025-09)

Delivered high-volume live chat support for cryptocurrency exchange platform

• Delivered high-volume live chat support for cryptocurrency exchange platform, maintaining strong customer satisfaction scores and meeting aggressive response time KPIs
• Diagnosed and resolved technical issues related to account access, trading functionality, and platform navigation across web and mobile applications
• Utilized internal knowledge bases and CRM systems to provide accurate, consistent support while contributing to documentation improvements
• Managed multiple concurrent chat conversations while maintaining quality standards and first-contact resolution rates
• Escalated complex technical issues to product, engineering, and compliance teams, ensuring seamless customer experience
• Collected and synthesized customer feedback to inform product improvements and service enhancements

Store Manager / Sales Representative at PhoneHouse (2022-05 – 2022-09)

Managed day-to-day store operations while actively working on the sales floor

• Managed day-to-day store operations while actively working on the sales floor
• Delivered customer-focused sales support and product guidance for telecommunications products
• Handled opening and closing procedures, cash handling, and POS transactions
• Oversaw inventory levels, stock ordering, and accurate record keeping
• Coordinated basic staff scheduling and supported team operations
• Ensured store presentation standards and operational efficiency
• Built positive customer relationships to drive repeat business

Team Leader - Technical Customer Care at NSC Global (Contractor for AT&T) (2019-05 – 2021-09)

Led daily operations for a technical customer support team of 13 agents

• Led daily operations for a technical customer support team of 13 agents
• Provided ongoing coaching and performance support, helping Tier 1 agents develop Tier 1.5 capabilities
• Delivered training on customer communication, troubleshooting techniques, and quality standards
• Performed basic Cisco router troubleshooting and guided agents through initial diagnostics
• Managed team scheduling and shift planning to ensure coverage and SLA adherence
• Acted as escalation point for unresolved technical issues and coordinated with specialist teams
• Supported onboarding of new hires and facilitated knowledge sharing across the team
• Contributed to improving internal workflows and support processes, increasing efficiency and customer satisfaction

Technical Customer Care Specialist at NSC Global (Contractor for AT&T) (2018-02 – 2019-05)

Provided technical support to customers via phone and live chat

• Provided technical support to customers via phone and live chat
• Supported customers with connectivity, device, and service-related issues
• Created and managed technical trouble tickets and performed initial diagnostics
• Reviewed system logs and workflows to triage new incidents
• Clearly explained technical steps to non-technical users
• Coordinated with specialist teams to investigate and resolve complex issues

Data Admin Support Agent at NSC Global (Contractor for AT&T) (2017-11 – 2018-01)

Data management and verification support

• Entered, reviewed, and verified customer and account data with high accuracy
• Checked records for deficiencies or inconsistencies and corrected errors when possible
• Generated reports and maintained organized digital documentation
• Followed strict data integrity, confidentiality, and security policies

General Manager - Retail Trade at Gadget Shop (2015-03 – 2017-07)

Managed end-to-end daily operations across three retail stores

• Managed end-to-end daily operations across three retail stores, while actively working on-site and supporting customers
• Oversaw sales activities, customer service, inventory management, and store presentation
• Handled staff coordination, shift scheduling, onboarding, and day-to-day supervision
• Managed supplier communication, ordering, stock control, and basic financial tracking
• Ensured smooth opening and closing procedures and maintained operational standards
• Delivered hands-on customer support in multiple languages
• Played a key role in the setup and launch of a new retail location, including layout planning and initial operations

Bartender / Bar & Store Supervisor at Next Coffee/Bar (2013-02 – 2015-02)

Managed daily operations of the bar/coffee shop

• Managed daily operations of the bar/coffee shop, including opening and closing procedures
• Oversaw stock levels, ordering supplies, and inventory control
• Handled cash management, POS transactions, and end-of-day reconciliation
• Delivered high-quality customer service while maintaining a welcoming environment
• Trained new staff members and supported scheduling and shift coordination
• Ensured cleanliness, organization, and compliance with health and safety standards

Teaching Professional (Temporary Role) at European Centre in Training for Employment (2014-06 – 2014-09)

Taught language skills to adults with special needs

• Taught language skills to adults with special needs, adapting teaching methods to individual learning levels
• Delivered German-to-English and German-to-Greek instruction to students with varying knowledge backgrounds

Technical High School Diploma in IT Systems and Electronics – TEE Kanalakiou