D I M I T R I O S T Z E L I O S Email & Phone Number

Klosterneuburg, At

Vienna, Austria

Leading the implementation and optimization of the Internal Control System (ICS) and core business processes across the institute, within the Executive Affairs/Digitalization & Operational Excellence Organizational Unit.Spearheading ISTA's major strategic initiatives, transforming them into cohesive, systematic processes to achieve shared objectives and uphold ISTA’s Performance Agreement.My role is pivotal in driving continuous improvement and operational excellence, setting a… Show more Leading the implementation and optimization of the Internal Control System (ICS) and core business processes across the institute, within the Executive Affairs/Digitalization & Operational Excellence Organizational Unit.Spearheading ISTA's major strategic initiatives, transforming them into cohesive, systematic processes to achieve shared objectives and uphold ISTA’s Performance Agreement.My role is pivotal in driving continuous improvement and operational excellence, setting a foundation for innovation and efficiency at ISTA. Show less

Athens Metropolitan Area

Support with quality & efficiency corporate strategy towards fast-forward digitalization and excellent CX- Established an interdisciplinary method of decision-making, that embraced teams into a problem-solving mindset though DMAIC, Lean & 6 sigma and methodology.- Lead digital transformation in complex projects that cut across various organizational, functional boundaries. - Optimized Platforms Stability achieved processes efficiencies and reduced operational costs by 20% for… Show more Support with quality & efficiency corporate strategy towards fast-forward digitalization and excellent CX- Established an interdisciplinary method of decision-making, that embraced teams into a problem-solving mindset though DMAIC, Lean & 6 sigma and methodology.- Lead digital transformation in complex projects that cut across various organizational, functional boundaries. - Optimized Platforms Stability achieved processes efficiencies and reduced operational costs by 20% for both business and partners.- Drive common metrics including productivity, cost, quality, delivery lead time. Created dashboards, cockpits, andbusiness models to forecast costs, performance of 25k Video Lottery terminals and faulty trends for 3500 Stores.- Operate and manage the OPAP’s We Care digital platform (website, functionalities, analytics), utilizing contentupdates, promos from Operations teams for the entire partners network.- In co-operation with cross-functional units minimized inbound CS interactions by 35% in Y’23. - Hired and managed a diverse team of 6 colleagues. Show less

Athens Metropolitan Area

Athens, Attiki, Greece

Truly master efficiency by helping my clients to identify business operational activities of excess waste. Nurtured a Continuous Improvement, Learning, and Growth mindset, giving to their business a critical edge in a competitive world. Experienced Operational Excellence, Lean Management, and Six Sigma coach, works hands on and shoulder to shoulder with clients to achieve their strategic and operational goals and objectives through the innovative application of Operational Excellence… Show more Truly master efficiency by helping my clients to identify business operational activities of excess waste. Nurtured a Continuous Improvement, Learning, and Growth mindset, giving to their business a critical edge in a competitive world. Experienced Operational Excellence, Lean Management, and Six Sigma coach, works hands on and shoulder to shoulder with clients to achieve their strategic and operational goals and objectives through the innovative application of Operational Excellence principles, methods, and tools, enhancing product and service flexibility. Show less

Athens, Attiki, Greece

Experienced Senior manager in Customers Care Services and Business Operational Improvements. Leverage on expertise to mix strategy and technology, conceptualized improvements in innovation, formulated a discipline method of decision-making and oversaw the change management transformation in B2B/B2C Customer Services. Generated asset of intelligence through continuous integration and simplification of interoperable processes and management systems, increased value to customers to grow their… Show more Experienced Senior manager in Customers Care Services and Business Operational Improvements. Leverage on expertise to mix strategy and technology, conceptualized improvements in innovation, formulated a discipline method of decision-making and oversaw the change management transformation in B2B/B2C Customer Services. Generated asset of intelligence through continuous integration and simplification of interoperable processes and management systems, increased value to customers to grow their business and advised B & C levels managers to make long term strategic investments.# Digitalization and Systemic Integrations #• Enhanced digitalization, revamped CX platforms by introducing Machine Learning and AI capabilities. • Reduced WFM costs and customer's complaints respectively, streamlined all company’s process activities, customers’ touch points and systemic events in one rendezvous. • Boosted automation by speeding fault diagnosis & service restoration, reducing the skill level required from agents. # CX and NPS #• Decreased Repeated Calls and customer's complaints. Re-vitalized customer communication strategy that automated follow-ups. • Expanded the growth in the use of e-Care Services, by re-inventing the online customer touch points• Improved zero touch activities by drawing critical value-led design processes in the context of hyper-connected human business interactions.#New pockets & Revenues#• Oversaw the inception, growth, and employment of a high-tech personalized video sales service. • Raised sales leads conversion rate by digitizing Technicians-Sales lead process flow through CRM-WFM integration. • Accelerated the zero-touch order to bill provisioning activities, speeding the activation of revenue-generating services#Sustainable Growth#• Eminent for the critical thinking, understood customer business needs via VOC, research & data analysis, metrics and KPIs and making inferences.• SPOC of QM, established an E2E performance based culture Show less

Athens, Attiki, Greece

With strong technology know-how and creative thinking, promoted among the shortlisted candidates, to a Project transformational manager, to steer the big transformation plan of our CEO. Planned and oversight a project portfolio management of #3 of the biggest Strategic transformation programs, in the areas of sales and order management, after sales support and waste management with a $3 million budget and 30 team members organized in a matrix environment. Acted as a trusted partner, implemented… Show more With strong technology know-how and creative thinking, promoted among the shortlisted candidates, to a Project transformational manager, to steer the big transformation plan of our CEO. Planned and oversight a project portfolio management of #3 of the biggest Strategic transformation programs, in the areas of sales and order management, after sales support and waste management with a $3 million budget and 30 team members organized in a matrix environment. Acted as a trusted partner, implemented a communication plan to effectively manage up and down. Continuously communicated, and negotiated with business stakeholders, vendors, and project managers to harmoniously integrate, the different business strategies, into tangible overarching goals, fostering a sustainable business growth. • Cut costs by 2.5 million. Designed, and launched an Optimization program based on 7 waste of Lean methodology.• Supervised the digital Technical transformation program yielded to reduced fault resolution time by 4 days (@80% of faults). • Supervised the digital Order to Bill transformation program. Improved fulfillment time by 5 days (@80% of Submitted Orders).• Established an interdisciplinary method of decision-making. Proposed plans, based on synthesized interpretation of both qualitative and quantitative metrics, to advise and motivate line managers for actions and commitment.• Embraced diverse and collaborative cross-functional culture, engaged teams to a matrix-oriented structures, boosted team bonding and encouraged creative thinking. • Excellent communication skills and executive presence produced consulting-quality presentations with exacting standards. Show less

Athens, Attiki, Greece

Responsible for the implementation, roll out, and support of the Network Management & Platforms Planning for technical projects from requirements definition to implementation and delivery into production. • Lowered connecting and maintenance costs 30% by and consolidating DWDM/SDH NMS transmission platforms.• Slashed technicians’ payroll/benefits costs 30k € yearly, while ensuring high level of service availability by effectively managing interoperability in a heterogeneous… Show more Responsible for the implementation, roll out, and support of the Network Management & Platforms Planning for technical projects from requirements definition to implementation and delivery into production. • Lowered connecting and maintenance costs 30% by and consolidating DWDM/SDH NMS transmission platforms.• Slashed technicians’ payroll/benefits costs 30k € yearly, while ensuring high level of service availability by effectively managing interoperability in a heterogeneous multi-vendor environment.• Designed network management solutions for Corporate customers, planned projects activities, and supervised field operations guaranteed 99.95% uptime firmly and under SLA contract. Show less

Athens, Attiki, Greece

• Guided an internal cross-functional team and liaised with the vendor to plan and implement IBM’s Tivoli ESM platform to remotely support, all Desktop clients and ATMs. Mentored a new team of 2 employees, to take the lead on new procedures• Deducted 50k € night differential pay from payroll costs yearly by digitizing workflow processes and automating back office routines.

Athens, Attiki, Greece

• Responsible for the network management, of the Transmission (DWDM /SDH), Radio and the Passive Optical Fiber Network of OTE, Rom Telecom, AMC clients. • Delivered professionally field service turnkey solutions, such as consultation, network design, project implementation, training, and technical support. • Developed technically focused sales RFQs and conducted client facing technical product presentations/demonstrations.

Mba, Technoeconomics (Area Specilaized. Systems Management & Production)

Msc, Information & Telecommunications Technologies

Msc, Telecommunications In Laser Physics & Optoelectronics

Bachelor Of Science (Bsc), Physics