Angelos Poulis

Results-driven Reporting Analyst passionate about collecting data, establishing facts and drawing valid conclusions. Skilled at leveraging data to develop actionable solutions and utilizing data mining and data visualization to create meaningful insights. Technical aptitude and knowledge of data analytics and data visualization. Ability to handle multiple projects simultaneously with a high degree of accuracy.

2023-01 - Current
Reporting Analyst / METRO AEBE, Athens, Greece

• Interacting with business users to understand their needs and requests.
• Analyzing and interpreting data to provide insights that support business decisions.
• Create and maintain reports, dashboards, and other data visualization tools to communicate findings to stakeholders.
• Creating SQL queries (joins and nested queries) in order to create Tableau dashboards or ad hoc reports.
• Optimizing existing queries in order to improve reporting performance and response speed.
• Optimizing past reports and transferring in Tableau
• Continuously assessing current reporting techniques and developing improvements to boost accuracy.
• Enhancing data integrity by applying meticulous attention to detail when reviewing and analyzing data maintenance processes.
   

2021-06 – 2023-01
Fleet Ops Data Analyst / E-food, Athens

• Gathering and transforming data.
• Data analysis to create dashboards and reports based on given KPI's.
• Creation performance dashboards using Google Data Studio (Looker).
• Creation and presentation of reports and dashboards to team to assist decision-making processes regarding performance improvement.
• Collaboration with Performance Department to improve data gathering tools and company's inhouse application.
• Participation in defining KPI's through performance analyses.

06/2021 – 05-2022
Area Manager / E-food

• Fleet management and organization.
• Management of weekly fleet program.
• Processing of fleet requests through a ticketing system.
• Management and monitoring of fleet KPIs.
• Monitoring and management of issues of a legal nature in collaboration with the legal departments.
• Management of fleet financial issues on a case by case basis

10/2019 – 05/2021
Support Operations Control Coordinator / Wind Hellas

• Monitoring of management tool of the existing flows and their correction improvement where it is required
• Development of 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 – 11/2018
Residential Support Team Leader/ Vodafone Hellas

• Management and Organization of call center
  Organization, coordination and monitoring of the team
• Evaluation and staff recruitment
• 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

Diploma: Computer Application Technician 
Institute of Vocational Training of Agios Dimitrios - Athens, Greece

Professional Diploma in Data Analytics (04-2024 – 07-2024)
Big Blue Data Academy & Deree - The American College of Greece (on-site)

Business Intelligence & Data Analysis (09-2022 – 04-2023)
Reatcode-Workearly, IT Consulting Services | Athens, Greece (remote)

Sports Analytics School (07-2023 – 09-2023)
Reatcode-Workearly, IT Consulting Services | Athens, Greece (remote)

Management and Financing of Major Projects (Project Management and Project Management Information Systems) (01-07/2022)
University of Piraeus | Athens, Greece (remote)

Web Development (02-2020 – 09-2020)
National and Kapodistrian University of Athens | Athens, Greece (remote)