Elena Mitsibona

Principal & Founder, Service Designer, Trainer & Field Coach Secret Key

Elena is Co-Founder & the Managing Director of SECRET KEY (www.secretkey.gr) , the Consultancy who provides companies in Greece with Sales Development Solutions as well as Customer-Centric Culture programs ( encompassing everything from building an effective Customer Experience Strategy & mapping the customer journey to developing behavioral KPIs , training , coaching & receiving customer feedback)

Elena- since 2010- is the exclusive Regional Partner for Greece, Balkans, Cyprus & Turkey of PORTER HENRY & CO (www.porterhenry.com),the US company that literally invented the sales training industry 70 years ago. Having been trained & certified by Porter Henry , Elena and her team help their clients to accelerate sales growth developing an effective system of Managing Sales Performance developing a wide range of productivity indicators.

Elena is also an International Strategic Partner of ICSA (International Customer Service Association-USA) and launched in Greece on 2014 the first International Certification Program “STRATEGIC INNOVATION ON CUSTOMER EXPERIENCE DESIGN “for Senior Management Executives.

 She is an accredited Service Design Facilitator by DESIGN THINKERS ACADEMY (Amsterdam 2016 ) & a Positive Psychology Practitioner . She is the Founder and Chairman of the ATHENS CUSTOMER EXPERIENCE FESTIVAL (www.customerexperiencesociety.com), the experiential Conference that shapes in the region the hallmarks of the Customer Experience Design and highlights international best practices in the Customer Experience Innovation field.

Elena has been awarded in the category of "International Customer Service Trainer" by the European Customer Service Training Network (London, July 2012)and joined the team of Judges at the CS Training Awards on 2012.

Her clients span industries such as automotive, retail, FMCG, services, pharma, financial /banking , hospitality etc..

At the past Elena was a Partner in both Response International (www.response-intl.com) & Linkage Greece (www.linkageinc.com) from December 2006 to November 2010. Using her International HRM knowledge contributed to many People Development & Assessment projects across the Southern Eastern Europe from 2001 to 2010.

Elena was the Project Manager for the foundation of the Hellenic Institute of Customer Service (www.customerservice.gr ) on 2003 and has served as an elected Member of the Board at the HICS (Hellenic Institute of Customer Service) until May 2010 . Elena co-designed and launched the Hellenic Customer Service Awards (2008) and initiated in Greece the National Customer Service Week (2009). Elena holds a MSc in International Human Resources Management by Cranfield School of Management, a MBA in Marketing by University of Wales and a Psychology Degree by Athens’ National Kapodistrian University.