loukas tourkomanis

* Manage a team of Partner Managers who look after the relationship between Airbnb and our CX outsource partners * Lead RFP process for vetting and selecting new outsource partners * Negotiate contracts with new partners * Manage KPI performance and lead internal and external MBRs/QBRs * Lead capacity planning process for HC allocation across all EMEA sites * Develop and implement Partner Management strategy

Manage and scale Airbnb's CX Partner management network

Fulfilled military service in Athens’s largest air force base of more than 3,000 soldiers and led a team of six security officers responsible for the strict security of base entry and exit protocol. - Oversaw safety and air transportation for all foreign and domestic political and military officials. - Monitored and distributed classified documents regarding national security threats and advisories.

Act as a liaison between local Operations team and the client (Apple) regarding performance improvement and growth of the account; increased CSAT from 77% to 88%, decreased AHT below Enterprise level and added 150 additional FTEs as a new line of business - Implemented new program requirements for opening new site supporting Apple customers; coordinated local and global QA, WFM, IT, Recruiting and Operations teams to ensure successful launch

* MBA candidate at Georgetown McDonough School of Business * Area of focus: Operations Management, Entrepreneurship, Tech Strategy, New Business Development * Admissions interviewer for prospective MBA candidates, Co-Founder of the McDonough Sports Club

Led a cross-functional team in implementing management framework for Apple Inc. project, involving more than 300 associates; ensured more consistent customer experience by applying Six Sigma methodology to reduce variation in associates’ performance and increased customer satisfaction to 94%. - Performed various quantitative and qualitative analyses including assessment of new hire attrition rates, correlation of recruitment test results, and evaluation of training and transaction monitoring scores. - Attained COPC certification (industry’s “highest” quality standard) for Apple project which led to reduced operating costs by 14%, increased account revenues by 8%, and increased customer satisfaction by 6%.

* Managed a team of Leads and Specialists providing the most loved hospitality customer experience * Managed the vendor relationship with our outsource partners * Supported EU growth and shape global strategy by implementing best practices * Led global pilot projects to help increase productivity and NPS

* Developed analytical models for measuring ROI of promotional campaigns and marketing investments * established new marketing initiatives achieving an ROI of more than 500%. - Directed customer satisfaction program for tracking customer feedback * set company benchmarks at 95% based on customer satisfaction results across 20 Smyth store locations. - Analyzed consumer insight at the associate level to improve service and brand loyalty * implemented training material based on Voice of Customer which increased NPS to 80%.

Economics Activities and Societies: Technology Club, Soccer Club

Activities and Societies: - Member of the California Business Consortium Club, Consulting Club, Energy and Clean Tech Club - Co-founder of the Sports Club, co-founder of the Technology and Innovation Club - Admissions interviewer for prospective MBA candidates