Dimitris Theocharis Email and Phone Number

Responsible for driving growth and optimizing strategic partner accounts for Uber in Greek Islands by acting as the main focal point between Uber and the partner. Collaborating closely with Operations and Product Group, I focus on partner satisfaction by optimizing business processes and leveraging data driven insights to improve profitability & market share.●Managed and optimized key partner relationships by aligning Uber's strategic goals with partner needs to drive business growth and… Show more Responsible for driving growth and optimizing strategic partner accounts for Uber in Greek Islands by acting as the main focal point between Uber and the partner. Collaborating closely with Operations and Product Group, I focus on partner satisfaction by optimizing business processes and leveraging data driven insights to improve profitability & market share.●Managed and optimized key partner relationships by aligning Uber's strategic goals with partner needs to drive business growth and high customer satisfaction.●Successfully launched Uber Boat in Mykonos in 2023 and in Santorini, Corfu, Athens Riviera in 2024, overseeing both local operational aspects and product implementation. Involved from the outset in designing, testing, and training. Managed driver and product operations throughout the Greek islands, launched and expanded services and introduced unique products, leading to market growth and service diversification.●Orchestrated complex, multi-stakeholder projects that enhanced partner engagement and retention. These efforts were pivotal in expanding our island operations, which now account for 60% of the country's EBITDA.●Built strong relationships with internal and external stakeholders, ensuring alignment on business objectives and successful project execution. Show less

Member of the Athens Leadership team reporting to the EMEA Customer Experience Director and General Manager of Athens. Led a team of six people for Blueground’s largest city in terms of size (800+ properties). My team was responsible for handling the communication between Blueground, Landlords and Customers. Worked closely with Sales, Business Development, Interior Design, Finance & Accounting team to proactively handle and address effectively customer needs. Created, proposed and implemented… Show more Member of the Athens Leadership team reporting to the EMEA Customer Experience Director and General Manager of Athens. Led a team of six people for Blueground’s largest city in terms of size (800+ properties). My team was responsible for handling the communication between Blueground, Landlords and Customers. Worked closely with Sales, Business Development, Interior Design, Finance & Accounting team to proactively handle and address effectively customer needs. Created, proposed and implemented new processes and optimized existing ones aiming to increase overall customer satisfaction to support sales revenue and customer retention. Identified customers’ objections/issues that affected negatively NPS scoring, relayed information to the rest of the organization and resolved issues in a timely manner. Acted as the escalation point for unresolved issues and complex cases. ●Increased the city NPS and other satisfaction metrics (cleanliness, maintenance etc) by 25% which led to 30% increase of the retention rate while the occupancy rate was at 98%. ●Supported sales team in outperforming sales targets with a positive Net Income for the first time in fiscal 2020.●Worked closely with GM and Finance in the project of cost reduction with 20% positive cashflow impact in 2020.●Optimized internal processes and procedures in all aspects of customer journey by analyzing customer reviews and identifying the gaps and delays internally (i.e. Clearance & Settlement time was reduced by 50%).●The Athens CX team significantly outperformed their counterparts in EMEA (Responsiveness, Customer satisfaction) and the attrition rate in the team was reduced. Show less

USA Customer Experience Head (Interim 3-month Assignment), New York (USA)Stepped in as the head of the Customer Experience Managers in the market of US (seven cities) in order to manage crisis and assist in the adoption of best practices applied in the Greek market. Reporting to the Area GM and the CEO. Focused primarily on training the team on the job, assessing and re-evaluating processes and procedures to establish the right levels of quality, sustain top performance in all metrics… Show more USA Customer Experience Head (Interim 3-month Assignment), New York (USA)Stepped in as the head of the Customer Experience Managers in the market of US (seven cities) in order to manage crisis and assist in the adoption of best practices applied in the Greek market. Reporting to the Area GM and the CEO. Focused primarily on training the team on the job, assessing and re-evaluating processes and procedures to establish the right levels of quality, sustain top performance in all metrics assessed and improved cross-departmental collaboration. Educated the local teams to use the available tools and deduct the necessary reports, enabling them to analyze data and monitor performance to ensure scoring and KPIs were met and were fully customer-centric.●Conducted workshops with the NY leadership team (Sales, Business Development, Interior Design) and produced a business process mapping that reduced bad reviews and increased sales by 25% within the next quarter. ●Improved teams’ productivity and communication resulting into better NPS by 20% across all cities●Increased teams’ responsiveness in all associated channels by double digit numbers (phone, email, app requests) through process optimization and prioritization based on levels of criticality Show less

Oversaw KRS Operations and spearheaded Operations Excellence aiming to the optimization and streamlining of the three major lines of the business: Accounting & Tax, Consulting & Marketing and Audit services offered to individuals and companies. Focused on process design and implementation, developing in-house quality procedures, standards and specifications aiming to the ISO 9001 acquisition. Applied correct use of CRM and redesigned the business process flow of the 3rd party solution to adjust… Show more Oversaw KRS Operations and spearheaded Operations Excellence aiming to the optimization and streamlining of the three major lines of the business: Accounting & Tax, Consulting & Marketing and Audit services offered to individuals and companies. Focused on process design and implementation, developing in-house quality procedures, standards and specifications aiming to the ISO 9001 acquisition. Applied correct use of CRM and redesigned the business process flow of the 3rd party solution to adjust to our modus operandi. Responsible for all the hirings and HR related issues (performance, career development, etc.)●Completed successfully ISO 9001 Quality Management System Certification process for the company●Increased revenue by 35% by undertaking client segmentation based on KPI analysis ●Halved hiring process cycle and adopted employee engagement initiatives to increase loyalty and reduce attrition Show less

Assisted Piraeus Bank individuals and business customers with difficulties gaining access to account information online. Responded to basic inquiries regarding procedures, policies and bank programs, balance, check verification, deposits and lost and stolen services. Handled high call volume while delivering a high service quality. Supported merchants with their POS and ePOS terminals plus www.yellowday.gr.