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.

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.

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