Eleftherios Koutsoulidakis

As part of the Shapeways Customer Success team, I will be providing pre-sale and post-sale support for our clients. This includes finding resolutions for any potential issues that may arise, educating them on our available services, assisting with placing and fulfilling orders, and helping them utilize our services to grow their business.

- created Prep Sound, a company whose services span the audio visual creative process from production to recording to mixing/mastering and finally to promotion. Services are offered to musicians, entertainers, actors, and company's looking to advertise and expand their clientele. -audio engineering, mixing, mastering, song production -video production, recording, editing, green screen recording and editing -web design, flyers, business cards -marketing ideas -studio setup, wiring, and upkeep/maintenance -customer service

I work with a Global Customer base and coordinate remotely with our Netherlands team. In addition to managing our help desk traffic during our highest peak hours, I handle case escalations, moderate our public forum, manage our E-Commerce Integration support for Etsy, Shopify, and Amazon, and provide support for high value Managed Accounts. In addition to working with customers I manage our remote support team, handle the on-boarding and training of new agents, and provide support for our Finance, Product, Marketing, Sales, Supply Chain, and Distribution teams. I have initiated policy and process improvements both team-centric and company-wide. Most recently I have completed the company's first all-encompassing Customer Service manual and will work with our Netherlands team to QA and finalize it. This, along with an accompanying on-boarding checklist I created, will enable new agents to self-train. I have also recently become the sole Customer Service presence during our New York hours. My time at Shapeways has helped me to strengthen skills I already had, as well as learn and strengthen new ones. Below is a list of some of my duties at Shapeways: Support/retention for Global Customer base Oversaw customer complaint process Handled customer escalations Managed storefront integration support (Etsy, Shopify, Amazon) Audited Customer Service tickets Sole support for high value Managed Accounts Trained new hires and existing colleagues on new policies and procedures Created training and on-boarding material Managed remote support team Processed and reported team KPIs Created/improved upon company-wide processes/policies Head of LIC Social Planning Committee

Assisting Sales Associates with sales. Customer Service Issues. Selling New and Used gear in the Pro Audio Department of Guitar Center.

Customer Service: Support and Retention of a global customer base Continuous Improvement:. Creating and improving company-wide processes/policies.

Overall: consistently earned great reviews from the students and assisted in improving the school's Retention rate by targeting students who were having a difficult time and helping them better understand the material. Supervisor description: graded projects, administered exams, assisted students with recording and mixing sessions as well as doing LOADS of troubleshooting. During the evenings when only one supervisor was on duty, I would successfully juggle multiple sessions, going back and forth between the various studios and helping out students with any issues they were having. Running ONE session is a piece of cake after 3 years of having the kind of shifts where I pretty much ran up to 8 sessions (not to mention the workstations that were also packed with students who needed help). Multi-tasking is not an issue for me... Instructor description: As an instructor I put together my own lesson plans and visual aids as well as using material the school provided me with, but in a unique, fun, and engaging manner. I taught classes with about 30 students in them, so in addition to the education aspect my skills as a people manager were strengthened. I very often received heartfelt gratitude from students who would commonly say things like "I learned more in 20 minutes with you than I did in 2 weeks elsewhere". Subjects I taught: Neve 88R: This monster of a console was taught to students via one week of Theory and one week of Practical. I began teaching the Practical side and was eventually given the Theory side as well. Several students have cited me as the sole reason why they are able to work this console. I also had a LOT of experience on it when I was able to use it on days when the school was closed. SSL, Digital Signal Processing (Effects), Logic Pro, Pro Tools, Reason, Garageband, Soldering, Microphones, Signal Flow, Song Production, Mixing, Mastering, Tracking, Beat-making, and more...

While attending SAE Institute of Technology, I worked at Barnes & Noble on Union Square. My duties included: -Managing other employees, handling of large transactions, customer service, research ( assisting customers searching for certain titles or types of books), time management, and sales ( I was one of the top-sellers of the company's Membership Card )

I managed the rehearsal side of Spin Studios. I designed the website, flyers, ads, and booked clients, as well as running the sessions. Sessions included level-setting, 2 track recording, effects processing, and troubleshooting equipment including amplifiers. During my time there I also sat in on recording sessions and started to learn about the whole audio process from recording to mixing to mastering.