Engineer-Network

  • ΑΓΓΕΛΟΣ Π. Network Engineering, IT Support Management, Account Management, Service Management, SEO Optimization

Network Engineering, IT Support Management, Account Management, Service Management, SEO Optimization

11/03/2021 - ΕΝΕΡΓΟ

Ελλάδα / Αττική / Ίλιο, 13122

Associate's (ΙΕΚ)

Πλήρης απασχόληση

Έτη Εμπειρίας: 10 και άνω

/ Όχι / Όχι

Εμφάνιση Τηλεφώνου

  • 10/2019 – PRESENT Support Operations Control Coordinator / Wind Hellas • Monitoring of management tool of the existing flows and their correction improvement where it is required • Development of the new flows for new products/services in order to integrate in the management tool • Control of technical support procedures of existing services • Monitoring of mass problems and their escalation • Writing reports for proper monitoring of Company’s Technical Support Department • Helped management to identify workflow issues and find solutions. • Participation in projects related to new or existing products. • Development of new procedures for the 1st and 2nd level. • Coordination and participation in team to test and improve new equipment. • Creating, sending and analyzing customer satisfaction surveys. • Creating and analyzing customer journey report. • Creating training material for the team of the call center. 12/2018 – 9/2019 Outsourcing Vendor Management / Vodafone Hellas • Creation, management and organization of a call center • Organization, coordination and monitoring of the team • Evaluation, guidance and continuous on the job training for the individual improvement and development of Team Leaders and their teams. • Monitoring team’s tasks in order to achieve the agreed goals based on Performance Indicators • Monitoring and control to ensure compliance with company’s policies and procedures • Interdepartmental cooperation with the aim of developing and evolving tools and processes • Quality control and evaluation of inbound/outbound calls ? 11/2015 – 12/2018 Residential Support Team Leader/ Vodafone Hellas • Management and Organization of call center • Evaluation and staff recruitment • Participation in the organization, coordination and monitoring of the team. • Guidance and continuous on the Job training in order to improve, involve and empower team members • Trained, coached, and supervised new staff members. • Monitoring of team’s tasks in order to achieve the agreed goals based on Performance Indicators • Monitoring and control to ensure compliance with company’s policies and procedures • Undertaking and processing projects for the development of professional tools and processes • Quality control and evaluation of inbound/outbound calls • Study, analysis and creation of an organizational tool through Sharepoint Platform 11/2014 – 10/2015 VIP Superior Support Engineer / Vodafone Hellas • Quality control of troubleshooting process • Management and processing of urgent Cases for VIP Superior Customers • Handled customer complaints with empathy and composure. • Vip Customers management 12/2009 – 10/2014 Second (2nd) Level Support Coordinator/ Hellas on Line • Quality control of troubleshooting process • Management and handle of urgent Cases • Business customer management • Field Services 02/2009 – 12/2009 Technical Support Engineer Second (2nd) Level/ Hellas on Line • Management and handle of urgent Cases • Business customer management • Field Services 10/2008 – 01/2009 Technical Support Engineer First (1st ) Level/ Hellas on Line Management and resolving of telephony and Internet cases for Residential customers in first level 10/2006 – 10/2008 Technical Support Engineer/ OTENET-OTE Management and resolving of telephony and Internet cases for Residential customers in first level
  • 14/02/2019 “Selecting the Best “/ Vodafone Hellas 06/2020 Executive Coaching and Management/ University of the Aegean 70 hour online seminal organized by EL,KE.Di.M. under the scientific supervision of the Mental Health Programs of the University of the Aegean 09/2020 Web Development/ National and Kapodistrian University of Athens Designed Implementation of IT applications 05/2020 Mix of Marketing and Brand/ National and Kapodistrian University of Athens Mix of Marketing and Brand », Supplementary Distance Education Program of the National and Kapodistrian University of Athens 01/2021 Management and Financing of Major Projects (Project Management and Project Management Information Systems)/ Piraeus University 02/2021 Learning PHP/ Linda Certificate of Completion.
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