Penny Maniatea Email & Phone Number

• Leading a team of Project Managers and Content & Process specialists. • Lead and coordinate cross-functional projects, serving as liaison between top management, IT and Business units, leveraging efficiency and promoting cooperation. • Design, develop and implement Knowledge Management strategy. Leverage technology, implement tools, establish governance structure, create KM framework and define Content Management processes. • Compile and monitor annual Customer Operations corporate portfolio. Prioritization and planning of operating plans and controlling of IT related budget, ensuring the alignment between strategic initiatives and enabling the achievement of strategic goals. • Robotic Process Automations (RPAs) business owner, responsible for identifying opportunities in accordance with the defined objectives, evaluate and prioritize use cases, tracking and monitoring the impact and benefits.• Planning, organizing, directing and evaluating business activities, ensuring they meet the organization’s goals, objectives and regulations with main focus on simplification and digitization.• Following industries trends, identifying and developing opportunities and taking action for innovative services and solutions deployment.• Overall responsibility for the biggest European incentives program of DT Group, addressed all CS and Sales employees of OTE Group. Manage, coordinate and implement all related activities of the program. Act as an ambassador, ensuring smooth enrollment and participant's engagement.

• Drove and managed Call Centers’ Transformation Program, aiming to fixed and mobile entities successful merge. • Participating and liaising in Deutsche Telekom’s International Initiatives for Customer Service business units• Management, prioritization and coordination of Customer Services Corporate portfolio• Leading PMO office, developing project plans and maintaining extensive project documentation• Planning and executing business process re-engineering projects• Preparation, and document’s control to ensure 9001 ISO Quality Management System Operation. Interface with internal and external auditors

• Coordinated and implemented Call Centers consolidation, rationalisation and optimisation strategic project program. • Re-design of Customer Service and Sales processes at Residential customer service contact center (13888)• Setting sales targets, KPIs, bonus scheme and sales forecasts creation• Monitored Call centers sales performance & KPIs; Implemented and monitored quality control mechanisms. • Empowering and developing people to achieve their goals. Training Materials creation and trainings conduction

• Planning, development and monitoring of CS & Sales Contact centers, from strategic planning to tactical activities• Set and monitoring operational KPIs• Research and design of new added value services• Pricing, trends, market share and competition strategies planning and implementation• RFPs creation for business processes automation• Participating in eTOM implementation project• Business Member of CRM – Business Process Reengineering program

Msc In Economic & Business Strategy

Bs, Business Administration