I work at the intersection of customer delivery, service design, and operational insight, helping organisations understand how work really gets done. With deep roots in travel and aviation, I use structured discovery, interviews, workshops, journey mapping, and workflow analysis to turn tacit knowledge into practical recommendations and measurable improvements. I have led complex, multistakeholder engagements for major APAC enterprises including Qantas Airways, Cathay Pacific, Malaysia Airlines, China Airlines, Hawaiian Airlines, Fiji Airways, Virgin Australia, Aircalin, Solomon Airlines, Jetstar, Flight Centre Group, Scoot, and Tigerair Taiwan. I helped BermudAir address operational challenges through an IROPS Audit, improving passenger and employee experiences, and generated or supported more than $3 million in annual revenue through insight-led delivery, operational analysis, and trusted client relationships. As Founder of Epalithia.com and Customer Success Manager at 15below, I lead end-to-end discovery and delivery engagements, analyse customer usage and feedback, facilitate stakeholder alignment, and connect platform capability with operational execution and customer outcomes.
Experience
Customer Success Manager (PartTime)
15below LimitedOct 2025 – Present
I own customer delivery from onboarding through value realisation, working hands-on with clients to understand how work gets done. I partner with commercial and delivery teams to scope engagements, define priorities, and adapt to evolving customer needs. I analyse usage data and qualitative feedback to identify adoption gaps and improvement opportunities, and facilitate workshops to map workflows and align stakeholders on next actions.
Founder
Epalithia.comJun 2025 – Present
I lead end-to-end discovery and delivery engagements for travel and services organisations seeking to improve operational clarity and experience outcomes. I design and conduct structured interviews with frontline staff and leaders, capture tacit knowledge about decision-making and process execution, and translate qualitative insight into journey maps, process artefacts, and prioritised recommendations. I apply human-centred and systems-thinking approaches to diagnose inefficiencies and opportunities for improvement.
Regional & Commercial Account Manager
15below Australia Pty LtdJun 2012 – Oct 2025
I led complex, long-running client engagements across APAC as the primary delivery and relationship owner for senior stakeholders. I identified and drove follow-on opportunities by linking delivery outcomes to broader operational and transformation needs. I collaborated with distributed teams across regions to deliver consistent outcomes in low-structure, fast-moving environments and supported more than $3M in annual revenue through insight-led delivery, operational analysis, and trusted client relationships.
Business Analyst & Project Manager
15below LtdSep 2010 – Apr 2011
Contractor
Intercontinental Hotels GroupJul 2010 – Aug 2010
Operations Project Manager
Orbitz WorldwideFeb 2006 – Nov 2009
Performance Improvement Manager
Ambulance ServiceAug 2004 – May 2005
Fulfilment Executive
Opodo LtdMay 2001 – Mar 2004
European Fulfilment Executive
Opodo LtdMay 2001 – Mar 2004
Key Account Sales Support
Lufthansa German AirlinesFeb 1998 – May 2001
Ticket Sales & Reservations Agent
British Midland AirwaysSep 1993 – Feb 1998
IATA Ticketing Agent
RCI Europe Ltd.Aug 1991 – Aug 1993
Aircraft Cleaner
Gatwick AirportMar 1988 – May 1988
Education
Business & Finance for Tourism
Computer Studies
Masters Of Science, Air Transport Management
AI x Design Thinking
Human-Centred Service Design
Customer Experience Strategy & Design
Digital Leadership
Skills
Languages
- English
- Native or bilingual proficiency
- Greek
- Native or bilingual proficiency
- British Sign Language
- Limited working proficiency