Michalis Koutalis Email & Phone Number

Irakleio, Attiki, Greece

• Manage and coordinate day-to-day activities of the call center team members ensuring organizational goals are being met.• Coordinate internal resources and third parties/vendors for the call centers’ flawless operation.• SLA assurance accountability for related services and escalation to management when needed.• Manage the IVR System.• Monitor training & alignment of vendor staff.• Act as second level support to vendors for any inquiries.• Performance reporting and forecasting based on key metrics measurements.• Participate in projects or lead projects aiming at improving business procedures.• Actively participate to improve processes that affect customer experience.

Athens, Attiki, Greece

SIA S.p.A. acquired First Data Hellas in 2018 and the company was rebranded.• Provide guidance, solutions and responses to various issues.• Supervision and coaching call center representatives to ensure that services are provided according to procedures.• Report problems to internal and external departments.• Keep management informed on issues and problems.• Performance control of the call center representatives and taking actions for the low performers in order to improve.• Responsible for achieving the department's objectives.• Communication with banks and third parties/vendors for various issues resolution.• Escalation and monitors of various issues requiring particular attention.• Statistics reports to management and to clients.• Quality control of the call center representatives.

Athens, Attiki, Greece

• Provide guidance, solutions and responses to various issues.• Supervision and coaching the call center representatives to ensure that services are provided according to procedures.• Communication with banks and third parties/vendors for various issues resolution.

Athens, Attiki, Greece

• Telephone technical support for business point of sales (POS) terminals of multiple banks (Alpha Bank, Eurobank, Millennium Bank, Agrotiki Bank, Pagkritia Bank and Attica Bank).• Transactions and credit information.• Escalation and follow-up to outsourced 2nd level support for POS severe problems resolution.• Communication with banks for trader issues resolution.

Athens, Attiki, Greece

• Telephone support of business customers for issues regarding:⇨ Services activation and de-activation.⇨ Invoice issues.⇨ Device problems.• Mobile usage instructions, check and report network coverage problems.

Kíthira, Attiki, Greece

• Reception.• Supervision of breakfast room preparation.• Customer support.

Athens, Attiki, Greece

• Issuing reports for the games' results.• Data entry.• Supervision and coaching volunteers to ensure smooth running of the games.

Athens, Attiki, Greece

Blue Sphere S.A. owned by Mellon Group of Companies• Back office data entry in project databases.• Communicate and coordinate courier shipments and issue reports on these.• Statistics reports to department manager.

Athens, Attiki, Greece

Blue Sphere S.A. owned by Mellon Group of Companies• Shift supervisor.• Inbound calls, telephone directory services.• Telephone numbers information correction in the directory.• Act as point of escalation for customer complaints.• Statistics reports to department manager.

Athens, Attiki, Greece

• Shift supervisor.• Inbound calls, telephone directory services.• Telephone numbers information correction in the directory.• Act as escalation point for customer complaints.• Statistics reports to management.

Athens, Attiki, Greece

• Mobile services and mobile device sales.• Customer support.• Cashier management.• Responsible for opening and closing the store.

Athens, Attiki, Greece

• Customer service via e-mail.• Line manager, ensure department proper operation, team shifts scheduling and results reporting to division manager.• As of February 2005, I acted as the Reseller email support and Call center support teams leader.

Athens, Attiki, Greece

• Inbound calls, customer service, provide information about services promotions.

Athens, Attiki, Greece

• Inbound calls, Internet contracts renewals and customer base maintenance.

Athens, Attiki, Greece

Computerized Accountancy

Diploma, Internetworking Engineering And Programming