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I am Fotini Mantzavinou, an undergraduate software engineering student with 5+ years of experience in high-volume customer support and B2B environments. I’m known for reducing handle times, improving first-contact resolution and CSAT, and driving promo-linked sales through social media campaigns. I thrive in customer-centric roles and enjoy translating user needs into practical solutions. Currently pursuing a B.Sc. in Software Engineering, I’m eager to bring a problem-solving, user-focused mindset to entry-level software teams or Customer Success/Support roles, leveraging my hands-on experience with clients, campaigns, and cross-functional collaboration to help teams grow and succeed.…I am Fotini Mantzavinou, an undergraduate software engineering student with 5+ years of experience in high-volume customer support and B2B environments. I’m known for reducing handle times, improving first-contact resolution and CSAT, and driving promo-linked sales through social media campaigns. I thrive in customer-centric roles and enjoy translating user needs into practical solutions. Currently pursuing a B.Sc. in Software Engineering, I’m eager to bring a problem-solving, user-focused mindset to entry-level software teams or Customer Success/Support roles, leveraging my hands-on experience with clients, campaigns, and cross-functional collaboration to help teams grow and succeed.

Fotini Mantzavinou

Web Developer, Full Stack Developer, Back-End Developer, +2

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I am Fotini Mantzavinou, an undergraduate software engineering student with 5+ years of experience in high-volume customer support and B2B environments. I’m known for reducing handle times, improving first-contact resolution and CSAT, and driving promo-linked sales through social media campaigns. I thrive in customer-centric roles and enjoy translating user needs into practical solutions. Currently pursuing a B.Sc. in Software Engineering, I’m eager to bring a problem-solving, user-focused mindset to entry-level software teams or Customer Success/Support roles, leveraging my hands-on experience with clients, campaigns, and cross-functional collaboration to help teams grow and succeed.…I am Fotini Mantzavinou, an undergraduate software engineering student with 5+ years of experience in high-volume customer support and B2B environments. I’m known for reducing handle times, improving first-contact resolution and CSAT, and driving promo-linked sales through social media campaigns. I thrive in customer-centric roles and enjoy translating user needs into practical solutions. Currently pursuing a B.Sc. in Software Engineering, I’m eager to bring a problem-solving, user-focused mindset to entry-level software teams or Customer Success/Support roles, leveraging my hands-on experience with clients, campaigns, and cross-functional collaboration to help teams grow and succeed.

Available to hire

I am Fotini Mantzavinou, an undergraduate software engineering student with 5+ years of experience in high-volume customer support and B2B environments. I’m known for reducing handle times, improving first-contact resolution and CSAT, and driving promo-linked sales through social media campaigns. I thrive in customer-centric roles and enjoy translating user needs into practical solutions.

Currently pursuing a B.Sc. in Software Engineering, I’m eager to bring a problem-solving, user-focused mindset to entry-level software teams or Customer Success/Support roles, leveraging my hands-on experience with clients, campaigns, and cross-functional collaboration to help teams grow and succeed.

Skills

Experience Level

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Advanced

Work Experience

B2B Sales and Operations Specialist at Attica Inox

March 1, 2023 - Present

Manage a B2B customer portfolio (restaurants, cafés, hotels, catering); handle inbound/outbound leads, site visits, and specification consultations. Own promotion/price monitoring; update signage and train colleagues on new SKUs to protect margin and ensure policy compliance. Run Instagram/Facebook and WhatsApp/phone inbound for B2B: reply-time SLA under 4 hours, engagement up by ~25–40%, and measurable promo-linked sales during campaigns. Mastered Prisma Win to generate financial reports and maintain organized digital records.

Team Lead, Customer Support at Teleperformance

March 1, 2018 - February 1, 2023

Led a 6-agent multilingual team; weekly 1:1s and targeted coaching to hit quality, productivity, and CSAT targets. Reduced average handle time to ~6:00 while maintaining quality and SLA adherence. Improved first-contact resolution to ~72% and CSAT to ~85% by refining SOPs and focusing coaching on key behaviors. Managed escalations and real-time adherence; coordinated with WFM and QA to protect SLAs. Reported weekly performance to stakeholders; tracked NPS (~+20) and trends to drive process changes. Clients included Supercell (03/2018–02/2022) and YouTube (03/2022–02/2023).