December '10 - Today
? Senior Data Analyst & M.I.S Supervisor (Paladino S.A - Customer Services Provider)
o Managing 3 Junior Analysts .
o Operational Analysis: Measuring and Monitoring Kpis & Crm Software Performance through reporting. Exporting Data to analyze and implement solutions. Analyzing performance statistics and making decisions on the basis of these statistics.
o Start Up Analysis: Making Assumptions Before start of a new Project. Productive Assumptions, Efficiency Assumptions, Budget and ManPower Assumptions. Setting Baseline and Monitoring deviations from actual data when Campaign Starts.
o Setting Targets for Speed Efficiency and Quality
o Speed: Key Performance Indicators (KPIS). Setting, Monitoring and Analyze them. Talk Time/Call, Wrap UP/Call, Calls-Actions/Time, Idle Time, Occupation Rate..... Improving System Dialer Performance by setting milestones on Kpis and minimum Agent Man Power Per Campaign- Project. Monitor Dialer Response time Per Campaign.
o Efficiency: Setting & Monitoring Promise & Kept Promise Ratio per Project and Per Agent. Monitor Campaign Effectiveness.
o Quality: Monitoring random calls to improve quality, minimize errors and track operative performance. Proposing Agent Allocation ,scoring their skills (Soft - Hard Profile).Indicating High & Low Performers
o Setting Bonus Schemes involving Speed Efficiency and Quality
o Designing & Maintaining Productivity Reporting.
Designing & Maintaining Efficiency Reporting.
Designing & Maintaining Contactibility Reporting. Contact Ratio, RPC (Right Person Contact Ratio).
Setting Time Milestones to Achieve Ratios.
o Reporting to Clients.
o Alerting System & Mechanism:
o Efficiency Alert : If Project has not achieve targets on specific time period.(i.e: Collection Effectiveness set to 60% on working day 30 and Target was set to 50% same day).
o Contactibility Alert: If Project has not achieved contactibility targets on specific time period
o Budgeting Alert: If Project cost overcome budget. Designed special report for Live Monitoring.
o Forecasting and Analyzing data against budget figures
o Revenues Forecast for next Month/Week
o Define Projects with negative PBT and suggest solutions.
o Setting Budget Limits per Project and Monitor the evolution.
April ?07 - November '10
? Operations Planning Supervisor (Paladino S.A - Customer Services Provider)
o Manpower Planning & Forecast Manpower Needs
o Organizing staffing, planning shift patterns, per Project per Department.
o Planning Agent Leaves
o Collaboration with HR Department to cover agent Man Power (Recruitment). Agent Allocation per Project according to clients needs.(Assignments).
o Collaboration with Clients to Forecast Assignment Load.
o Development and Evaluation of Internal Tools to Monitor Manpower Plan & Needs
o Project & Campaign Management:
o Liaising with Supervisors, Team Leaders, Project Coordinators and third parties to gather information and resolve issues.:
o Participate at Departmental Meetings (Team Leaders & Agents), answering questions and giving guidelines for achieving targets and goals.
o Mapping Agent and Projects Performance indicators and finding solutions. Giving hints for better Performance
o Announcing Targets and bonus Schemes if achieved. Motivating the Team Leaders and Supervisors. Coaching , Motivating and retaining staff.
o CRM Systems & Dialer Optimization-Parameterization in Collaboration with I.T
o Development of Internal Agent Scoring System and Evaluation
o High-Low Performers and Bonus System Evaluation and Maintenance
o Reporting to B.O.D
May ?06 - April '07
? Senior Operational Analyst (Paladino S.A - Customer Services Provider)
o Data Analysis and Proposals over Analysis Findings
o Data Segmentation through Analysis Models
o Monitoring System(CRM) and Agents Kpis
o High - Low Performers
o Analyzing Customers Databases (Assignments).Defining and deciding best segmentation for administration purposes
o Clients Presentations on Demand.
o Reporting to B.O.D
January '05 - March ?06
? Store Manager VEROPOULOS SPAR . Oversaw all store operations, analyzed and measured business trends, guided the professional development of Assistant Retail Managers, reviewed job applications, interviewed applicants, hired, trained and developed associates, managed merchandise levels and store appearance, created and maintained team relationships, directed all activities required to achieve store goals.
October ?03 -January ?05
? Tutoring Physics and Basic Knowledge of P.C and Networking (Ms. Office, Internet, Windows ,etc)
March '02 - July ?03
? Teleprinter Systems Engineer Greek Air Force(Military Service)
December 2000 - February ?02
? Assistant Manager Steel Trade Company. EVASAN S.A
November 1999 - November 2000
? Team Supervisor Promotion Company (Garde Promotion L.T.D)
EDUCATION:
________________________________________
APRIL 11-TODAY
? C.M.I (DIPLOMA IN MANAGEMENT & LEADERSHIP), Affiliate Member of Chartered Management Institute.
1994-1999
? UNIVERSITY OF PATRAS/GREECE
DEPARTMET OF PHYSICS
SEMINARS - SPECIALIZATION:
________________________________________
29-11-12
? CRM Analytics, Workshop on Segmentation Management (organized by F.A)
21-03-11
? Business Analytics Forum (organized by F.A)
December?10
? Coaching and Management Performance (16 Hours, Epikouros)
May?10
? Team Building (16 Hours, Epikouros)
March '10
? Time Management (16 Hours, E.E.D.E)
October?09
? Ms Project Advanced (16 Hours by ICTC)
October?08
? Business Objects Crystal Reports Seminars (16 Hours by Orthology)
November?07
? Effective Performance & Development Review (8 Hours By JMK)
November ?06
? Project Management Congress 2006 (by Boussias Communications)
September ?06
? Ms Project XP (16 Hours by New Horizons)
July?06
? Ms Access XP (32 Hours by New Horizons)
April?96 - February ?98
? Network Administrator & User Manager at Physics Computers Department.
(TCP/IP Networking & Hardware Maintenance).
OTHER KNOWLEDGE - SKILLS
________________________________________
? English: F.C.E
? French Language : Certificat Level
? Excellent PC Knowledge, Internet & Networking, Expert Browsing Skills, Basic Programming.
? Advanced User Ms Office Suite. Expert in Excel (Analysis, Pivot Tables, Reporting, etc).Expertise In Power Point & Presentations. Advanced Business Object Suite User , Reporting Oriented
? Deep Knowledge of Database Structures.
? Analytical Spirit with Algorithmic thinking. Can operate under Pressure, Deadlines and Targets Achievement.
? Strong Client Relationship Skills.
? High Team Spirit and Leadership.
