Christos Filis Email & Phone Number

Greece

Athens, Attiki, Greece

Objective: To enhance customer lifetime value and maximize profitability by assuming the roles of problem solver, evangelist, customer advocate, and business leader.Key Responsibilities:- Define corporate and customer strategies, design customer journeys, and utilize evidence-based and analytical approaches to understand customer needs.- Recruit and manage a proficient customer support team, ensuring seamless communication across diverse channels (video call, email, telephone, live chat, AI Bot, social media).- Collaborate with the management board to develop and execute customer satisfaction strategies.- Lead customer-centric initiatives, empower front-line employees to deliver exceptional customer experiences, and inspire customer support and success teams to achieve customer-centric objectives.- Facilitate product development optimization through the incorporation of customer feedback.Challenges:The role confronts challenges related to regulatory compliance, establishing trust in fintech apps, ensuring user privacy, addressing AML and cyber threats, maintaining software quality, and navigating industry complexities.Key Success Factors:This role is responsible for driving customer satisfaction, retention, and maximization of Customer Lifetime Value. Key success factors encompass elevating Customer Satisfaction (CSAT) and Advocacy (NPS) scores, managing a cost-effective operational strategy (€4M), and generating revenue and profit growth.Decision Making:In this position, policies are formulated within broad functional guidelines. The role involves establishing plans, setting priorities, and implementing effective processes to achieve the objective of increasing customer lifetime value and profitability.

Athens, Attiki, Greece

Athens, Greece

As a member of a self-managed corporate start-up, I reported directly to the CEO and played a crucial role in designing, developing, and delivering digital services. Within an agile environment, I held various responsibilities including:- Acting as the Product Owner for digital wallet and shared economy services: This involved defining product specifications, prioritizing the backlog, and ensuring seamless coordination between the technical and design teams to achieve our established business and sprint goals.- Serving as the Technical Manager for the implementation of our mobile app: I was responsible for maintaining alignment among the technical and design teams while strategically planning releases in production.- Functioning as the QA Manager: In this capacity, I designed, planned, and executed the end-to-end quality assurance process to ensure top-notch product delivery.- Managing budget controls and third-party contracts: I successfully oversaw financial matters, maintaining a firm grasp on budget management and effectively handling contracts with external vendors.These roles were instrumental in contributing to the overall success of the company, as I consistently demonstrated my ability to excel in a fast-paced and dynamic start-up environment.

In my position, I have assumed diverse responsibilities related to monitoring Key Performance Indicators (KPIs) and optimizing performance to align with the company's overall strategy and goals. These responsibilities include:- Leading the digital transformation of technicians: I have developed and executed a comprehensive Digital Transformation Project in line with the Business Strategy. This initiative aims to enhance technicians' touchpoints with seamless and digital experiences. Through cross-functional collaboration, I have fostered communication, gathered feedback, and shared best practices to continuously improve the overall customer experience throughout the entire lifecycle.- Acting as the Project Management Office (PMO) for Technology operations' IT Projects: I oversee multiple IT projects, ensuring their timely completion within allocated budgets. Additionally, I enforce adherence to the company's processes and standards for project development and execution, optimizing efficiency and quality.- Coordinating Field operations for company-wide Transformation Projects (IP Transformation): I hold overall responsibility for customers' IP transformation carried out by technicians. This entails project planning, implementation, and continual monitoring and reporting of progress to stakeholders, including commercial, IT, and technology teams.- Serving as the business owner of Siebel implementation for Technology and Operations Units: I am accountable for consolidating all trouble ticketing systems into the Siebel suite. This involves meticulous project planning, setting goals and deliverables, managing project timelines, and providing consistent progress updates to stakeholders.Throughout these roles, I have played a vital part in supporting the company's operations, driving transformative initiatives, and achieving operational excellence.

Athens, Attiki, Greece

• Customer's Technical Support KPIs: Fully responsible for monitoring and optimization, ensuring that company's overall strategy and goals are supported by 2nd and 3rd level operations. • Implementation of E2E Ticketing System for Fault to Repair process: Business owner for the consolidation of Customers’ trouble ticketing systems into Siebel suite. Implement for first time in OTE an Expert System (Solvatio Software) and integrate all the information to the Technicians through Click Software.• Focal Point with Customer Service and Commercial Teams: to ensure alignment on system and business process among involved parties

Athens, Attiki, Greece

Responsible for B2B Customer Contact Center process, monitoring customers SLA, specify operations systems fuctions and requirements for systems improvements.• Coordinator for Call Centers transformation: merging different short numbers into one, defining call routing policy and 1st level support internal process improvement• KPI monitoring: Contact center KPIs for calls, mails and any form of interaction with customers• Presentation expert: Responsible for creating presentations for Contact center KPIs, Model or Improvements internal or to Customers

• Call Center Agent: Technical Support and troubleshooting on Company’s products and Services• UAT expert user: Team member to check and assure a product or service before commercial launch

Tripoli, Peloponnese, Greece

Msc, Technoeconomic Management & Security Of Digital Systems

Bachelor Of Computer Science, Telecomunication