Cynthia Giitsidis

Strategic Technical Writer with a specialization in operations and training development within Team Global Express. Expert at distilling intricate technical concepts into clear and concise content. Committed to elevating communication and knowledge-sharing, I focus on creating meticulous documentation to streamline operations and deliver comprehensive training modules. My role is to enhance team efficiency through strategic documentation processing.

• Provided training sessions to staff members on newly implemented processes.
• Collaborate with cross-functional teams to gather technical information and ensure accuracy in documentation.
• Assist in organizing and leading training sessions, workshops, and webinars to enhance team skills and knowledge transfer.
• Provide valuable support to geographically dispersed teams by fostering a culture of effective knowledge sharing and collaboration.
• Develop and maintain strategic documentation, including project plans, process manuals, and team guidelines.

As a Service Quality Customer CI Specialist, my focus was on enhancing operational processes, increasing revenues, and improving the customer experience. Working under the Service Quality Customer Manager, I contributed to tactical and strategic initiatives related to continuous improvement in the business. I would primarily handle state-focused customer responsibilities while considering other divisions or states when necessary.

• Deep dive data analysis and value stream mapping to identify gaps, eliminate work duplication, reduce operational costs, and implement best practices effectively.
• Study, measure, and evaluate network performance in major GE depots to ensure improvement with (CI) tools and techniques to lead customer CI projects/workshops, validate issues, identify root causes, develop corrective actions, create SOPs, and drive change implementation.
• Identify opportunities for innovative and efficient operational and business process designs to enhance customer experience and team efficiency.
• Facilitated productive clinical and technical customer relationships through intentional external communications.
• Analyzed key performance indicators to identify effective strategies.

• Monitoring and managing key global express parcel accounts, specifically focusing on shipments of vaccines from DHL, including Pfizer, Moderna, and AstraZeneca.
• Ensuring timely delivery and notifying customers of any delays. Creating comprehensive monthly progress reports, providing detailed information to high-profile medical customers.
• Collaborating closely with sales and operations teams to maintain an organized workflow.
• Managing and optimizing team productivity by overseeing task completion, conducting monthly employee progress reviews, and coordinating leave and coverage schedules.
• Handling customer inquiries from high-profile medical clients, both through phone calls and emails.
• Providing accurate quotes to customers in accordance with company guidelines. Proactively informing receiving states/territories about outbound movements to facilitate smooth operations
• Maintaining regular communication with customers, updating them on the progress of their consignments, including any delays and proof of delivery details.
• Collaborating with drivers, operational colleagues (both intra and interstate), service suppliers, and other departments to ensure seamless operations.
• Strictly adhering to all safety policies and procedures as instructed. Continuously monitoring team performance and productivity.
• Organizing team workload and implementing process improvements to enhance efficiency.
• Analyzed customer feedback to identify areas for improvement in services provided.
• Prepared documentation such as user guides, manuals, tutorials.
• Analyzed sales space capacities based on system parameters, securing high stock availability.
• Used knowledge of services to recommend additional products and offerings to customers.

• As a Key Account Consultant, I excelled in managing multiple customer portfolios and meeting their specific requirements on-site. My primary responsibility was to ensure effective and efficient resolution of customer queries, while maintaining a high level of customer satisfaction.
• Maintain accurate records of each customer interaction in Salesforce.
• Consistently fulfill target call back commitments with a 100% success rate. Meet target email response times promptly and consistently.
• Generate and deliver reports in accordance with Key Performance Indicators (KPIs).
• Provide regular updates to customers regarding deliveries and shipments. Collaborate with operations and drivers to monitor shipment progress and ensure successful delivery outcomes.
• Coordinated activities among internal departments while ensuring compliance with all applicable laws and regulations.
• Assessed company operations for compliance with safety standards.

• Assisted customers with various payments, programs, and services, with a focus on managing daily calls for Jobseeker claims as a Service Officer.
• Assessed customer needs, entitlements, and obligations while encouraging the use of self-managed services.
• Supported front-of-house operations and collaborated with colleagues to deliver comprehensive services.
• Worked under the guidance of team leaders and direct line manager.
• Assisted customers in accessing and navigating services across a range of payments, programs, and services, with a key focus on Jobseeker claims. Guided customers to the appropriate service channel and resolved simple first contact resolution inquiries.
• Identified and prioritized customers who were potentially vulnerable, in distress, or had accessibility issues, escalating issues to the leadership team, particularly critical calls related to Covid-19 nationally.
• Resolved routine customer inquiries and escalated complex cases through appropriate channels.
• Assessed customer needs, requirements, entitlements, and obligations. Facilitated payments to customers, including customer-initiated payments.
• Resolved routine customer complaints and escalated complex complaints as necessary.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.