Achilleas Sismanis Email & Phone Number

Athens, Attiki, Greece

Challenge the current methods/processes and come up with proposals to maximise divisional effectivenessKeep ahead of industry’s developments and have an eye for best practices and trends Ensure that all automations, processes & systems optimizations projects in Operations division are delivered on time with the desired results.Set team objectives and track performance, providing guidance & feedback to team members to meet departmental & individual goalsDevelop project plans by defining project objectives, responsibilities, workstreams & activities, timeplan & priorities to secure a smooth implmentation.Predict and manage resources needed in an effective and efficient mannerIdentify and mitigate potential risks.Set and manage stakeholders expectations.Monitor progress, eliminate barriers and make any adjustments neededTake ownership of escalated situations and resolve complex issues that may ariseCollaborate and coordinate with stakeholders for the smooth execution of projects.Measure project performance to identify areas of improvement.

Athens, Attiki, Greece

Develop comprehensive project plans, including defining project scope, objectives, deliverables, timelines, and resource requirements.Lead project teams and coordinate the activities of team members to ensure projects are on track for successful completion.Allocate and manage resources effectively, ensuring that all project team members understand their roles and responsibilities.Identify potential project risks and develop mitigation strategies to minimize project disruptions.Monitor project budgets and expenses to ensure projects stay within financial constraints.Ensure that project deliverables meet the required quality standards and expectations.Maintain clear and effective communication with stakeholders, project team members, and senior management to provide regular project updates and resolve issues.Maintain detailed project documentation, including project plans, schedules, and reports.Handle changes in project scope, objectives, or deliverables and ensure that changes are properly documented and communicated.Conduct project post-mortems and evaluate project outcomes to identify areas for improvement and best practices.

Athens, Attiki, Greece

Responsible for optimizing existing Operations (Croatia, Serbia, Montenegro & Bosnia and Herzegovina) and cross departmental processes, introducing new ones. Creation and analysis Performance Reports (KPIs) Monitoring Operations KPIs and driving performance improvement projects from concept generation to implementation. Ensuring best practices are standardized across different Operations teams in order to grow the existing Operations divisions and to offer the best customer experience to our customers and vendors. Defining and deploying processes for every new business area that links to Operations Assisting upper management COO in setting goals that promote project growth. Overseeing daily activity of the team, ensures quality of procedures, and works closely with an experienced senior management team across WH locations. Collaborating closely with other departments to promote efficient operational optimization. Motivating, inspiring, and supporting team members by effectively communicating all objectives and ensuring smooth collaboration. Preparing budgets, time schedules and other organizational reports as needed. Determining call center operational strategies by conducting needs assessments, performance reviews, capacity and planning. Managing team workload to meet goals and deadlines. Identifying improvement areas and developing plans to increase efficiency and reduce costs. Preparing performance reports by collecting, analyzing, and summarizing data and trends. Ensuring that client requirements are met in a timely manner.

Athens, Attiki, Greece

Supervision - Coach, SQL, monitor, review, provide feedback and discipline customer care agents ensuring that they receive the proper training and support in order to best apply their knowledge and skills.Ticketing/Facebook - Respond to escalated customers's e-mails, messages and posts.Reporting - Prepare reports and escalate issues to the Head of Operations.Coupons - Create codes, align with restaurants and guide customers through.Refunds - Monitor transactions and refunds as and when necessary.Coordination - Oversee and direct the customer care agents's day-to-day tasks ensuring policies and procedures are followed.Management of customers's comments - Monitor and publicize restaurant reviews, align with customers as and when necessary.Management of demanding incidents occurring during the shift

Focus on Prevent portability & disconnection Mobile (all Retention process) for SOHO Business customersFocus on Prevent portability / disconnection and Cancellation Fixed (all Retention process) for SOHO Business customersFocus on Migration VBC Products to OneNetMonitoring and analysis of the competition products & offersReviewing and analysing quality data / reporting / forecasting Internal processes redesign and maintenance for SoHo Retention Team teamCoaching/Monitoring my team members, guidelines on call handling techniques/ soft skills / sales skills.Participating in various call center projects Study and monitoring competition. Working with Marketing Dbt (EBU) to determine the shape of campaigns, Marketing Plan and offers.Inspired each and every team member to perform and produce their bestDetermined the duties and responsibilities of individuals in a teamAnalysed the individual performance of each team member and motivated them to perform even betterOrganized training workshops to improve the performance of the members who were lagging behind in terms of performanceAnalysed the assigned projects and distributed tasks to the members as per their area ofexpertiseReported any problem or fault in the project to the project manager or supervisorOffered solutions to the top management regarding project-related queriesControl ACR/KPIs Call Center (1399) on shift

Athens

Greece

- Focus on portability prevention for prepay & postpay customers- Monitoring and analysis of the competition products & offers- Reviewing and analyzing quality data- Internal processes redesign and maintenance for win back team- Coaching of new agents, guidelines on call handling techniques/skills- Participating in various call center projects

Greece

Employee OfficeCustomer ServicesPrevent portability subscribers and prompt into renewal of contract.

Greece

Employee OfficeCustomer ServiceResponsible to send ordered Cards of Archive and send cards in the mail to go to the customers

Greece

Responsible for company’s Public Relation and Manager at Glyfada’s store Company’s Retail Development and Outsourcing of Assignment / OrdersOrders Products / deficiencies.

Greece

Store ManagerCommissioned goalsOrders Products / deficiencies