Kyriakos Emilianou
Limassol
Summary
Experienced Customer Support Supervisor with a dedication to providing exceptional service and driving customer satisfaction. Successfully converted leads, supported clients, and led teams to deliver seamless service in high-pressure environments. Recognized for outstanding performance, initiative, and leadership, resulting in a promotion to supervisor. Known for professionalism, effective cross-department coordination, and a deep understanding of the importance of customer experience.
Overview
7
7
years of professional experience
Work History
Customer Support Supervisor
FxPro Markets Ltd
08.2024 - Current
- Supervise and coordinate daily operations of Customer Support department
- Provide guidance and support to customer service agents, ensuring team objectives are met
- Train new and existing team members and conduct ongoing coaching
- Ensure smooth implementation of internal procedures and updates
- Liaise with other departments to resolve client and operational issues
- Handle escalated technical, accounting, or back-office-related cases
- Monitor performance of junior agents and contribute feedback to department manager
- Promote strong support culture and propose service improvement initiatives
- Step in for managerial responsibilities when required
- Create and manage internal documentation and contribute to team knowledge sharing
- Knowledge in Jira, MT4/5 Managers and cBroker
Customer Support Officer
FxPro Markets Ltd
06.2022 - 07.2024
- Delivered real-time client support via phone, email, and live chat across rotating 24/5 shifts
- Responded to client inquiries regarding platforms, services, and technical matters
- Troubleshot and resolved customer issues or escalated when needed
- Handled deposit processing and troubleshooting via Stripe, PayPal, POA Transfers, Local Bank Transfers, Ingenico, Skrill, Neteller, and others
- Performed KYC checks, processed deposits, and ensured compliance with onboarding procedures
- Coordinated with departments such as Client Accounting and Back Office to address complex requests
- Maintained a high level of professionalism and accuracy under pressure
- Suggested improvements to support processes and internal documentation
Conversion Sales Representative
Magnum FX
06.2020 - 10.2021
- Converted warm leads into active clients by presenting the company's products with clarity and professionalism
- Built rapport and ensured clients felt comfortable and confident moving forward
- Managed client documentation for deposit approvals and compliance
- Maintained and updated a large client database to ensure timely follow-ups
- Provided basic technical assistance to clients as needed
- Demonstrated consistent professionalism and client-centered communication
- Contributed to team success by meeting and exceeding daily, weekly, and monthly sales targets
Military Service
Cyprus National Guard
07.2018 - 09.2019
- Completed mandatory military service with focus on discipline, teamwork, and responsibility
- Demonstrated strong work ethic and adaptability under demanding conditions
Education
Diploma - Business & Marketing
CIM-Cyprus Business School
Limassol03.2022
Skills
- Sales & Conversion Strategy
- Client Relationship Management
- Team Leadership & Staff Development
- Customer Support Operations
- Technical Support & Troubleshooting
- Back Office & KYC Procedures
- Escalation & Conflict Resolution
- CRM & Database Management
- Communication & Professionalism
- Trading Platforms
Timeline
Customer Support Supervisor
FxPro Markets Ltd
08.2024 - Current
Customer Support Officer
FxPro Markets Ltd
06.2022 - 07.2024
Conversion Sales Representative
Magnum FX
06.2020 - 10.2021
Military Service
Cyprus National Guard
07.2018 - 09.2019
Diploma - Business & Marketing
CIM-Cyprus Business School
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