Georgios Maragkos Email & Phone Number

Athens, Attiki, Greece

In my current position, I'm honored to lead the oversight of Payzy KYC operations spanning Greece and Germany, while also spearheading Sales and Outbound Campaign management for Payzy Pro. Cosmote Payments, a subsidiary of OTE S.A., a fintech company with 12 million euros in revenue.Collaborating closely with operations, compliance and hiring teams, I played a pivotal role in conceptualizing and executing the Payzy KYC initiative, earning recognition for its significant impact.Highlights of my current role include:• Direct management of a cross-functional team comprising 2 Team Leaders, 4 Shift Managers, and 63 Customer Advisors.• Operational leadership within an Agile environment, ensuring adaptability and efficiency.• Expertise in KYC Back Office operations and Payzy Pro Outbound Campaigns, encompassing Sales, Retention, and After Sales Support.• Responsible for leading the achievement of Key Performance Indicators (KPIs) and Key Quality Indicators (KQIs)• Proficiency in AML (Anti-Money Laundering), Compliance, and Due Diligence procedures.• Utilizing strategic forecasting and staffing methodologies to meticulously optimize resource allocation and enhance performance.• Oversight of hiring processes as a Hiring Manager, ensuring the acquisition of top talent.• Design and implementation of CRM strategies to enhance customer engagement and satisfaction.• Rigorous adherence to Internal Audit standards, including PCI DSS and ISO 27001 compliance.• Successful execution of go-live initiatives, ensuring seamless transitions and operational excellence.

Athens, Attiki, Greece

○ Public Power Corporation S.A. [2020 - 2022]• Led a diverse team of 4 Shift Managers and 83 Hybrid Agents across 3 locations (onsite, dedicated remote, and PPC facilities).• Directed day-to-day operations for Back Offices, Inbound, and Outbound Teams, ensuring seamless workflow and high performance.• Ensure quality assurance efforts, KPIs and KQIs achievement, conducting evaluations and audits to enhance customer satisfaction (NPS - CSAT).• Orchestrated procedures and automated processes for both Inbound and Outbound Back Offices, optimizing efficiency.• Spearheaded Outbound Campaigns focused on Winback and Upgrade strategies, driving revenue growth and customer retention.• Acted as Hiring Manager, cultivating a culture of excellence and leading talent acquisition efforts.• Streamlined e-contract functions, reducing activation time from 30 to just 7 days, enhancing operational efficiency.○ Viva Payments S.A. [2018 - 2020]• Managed a team of 4 Shift Managers and 44 Agents, providing guidance and support.• Oversaw operations in an Agile Environment, promoting adaptability and efficiency.• Directed KYC in Greece & EU, ensuring regulatory compliance.• Provided comprehensive Customer Support, including troubleshooting and guidance for various platforms.• Led the team in achieving KPIs & KQIs• Implemented and deployed User Interfaces, enhancing user experience.• Ensured AML, Compliance & Due Diligence, maintaining integrity and mitigating risks.• Conducted forecasting & staffing, optimizing resource allocation.• Ensured compliance with Internal Audit PCI DSS & ISO 27001 standards.○ MTN S.A. [2013 - 2018]• Guided an International Project with 4 Shift Managers and 40 Agents, gaining valuable leadership experience.• Back Office and Second Level Support• Ensured KPI and KQI• Oversaw operations and provided comprehensive Customer Support across multiple platforms.• Conducted forecasting & staffing, ensuring adequate resources for project execution.

Athens, Attiki, Greece

11888 Directory & Business Directory:♦ Shift Manager & Call Back Advisor in Business Directory [2012-2013]I held the position of Shift Manager, overseeing operational activities and team performance. My responsibilities included managing shift schedules, optimizing workflow efficiency, and ensuring high-quality service delivery. I effectively coordinated team efforts to meet objectives and maintained a positive work environment conducive to productivity and collaboration.♦Customer Care Representative [2011-2012]My role involved providing assistance and support to customers using our directory services. I addressed inquiries, resolved issues, and ensured a positive customer experience.

Athens,

I served as a telephone service representative managing appointment bookings for the 184 hotline at the Social Insurance Institute (IKA) in Greece. My responsibilities included confirming examination appointments for insured individuals and addressing any inquiries or issues related to these appointments

Athens, Attiki, Greece

• Urban and cadastral studies• Cadastre, Crop Registers, thematic mapping, road / traffic design, remote sensing / photogrammetry, surface modeling• Digital Satellite Image Processing• Geographic Information System• Establishment of Topographic Networks• Preparation of Topographic Diagrams• Implementation of Urban Studies• Surveying