Angelos Poulis

I am a proactive professional who has been consistently praised as detail-oriented by my co-workers and management. Over the course of my 13-year career, I’ve developed a skill set directly relevant to problem solving and customer experience, ether by direct communication with customer or by participation in design of new products/services. Furthermore, my skills in study, analysis and organization of processes and tools have contributed both in team productivity growth and in improvement of customer’s services.  Finally, I have consistently demonstrated leadership, multitasking, and teamwork abilities in every aspect of my Technical Support Residential Team Leader role, of my Vendor Management role and of my Support Operations Control Coordinator role at Customers Technical Support & Service Fulfillment department, as well as Area Manager.

06/2021 – PRESENT
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 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 – 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

Computer Application Technician / Institute of Vocational Training of Agios Dimitrios Athens,
Designed Implementation of IT applications

Selecting the Bes󠇥t / Vodafone Hellas

Executive Coaching and Management/ University of the Aegean
 

Web Development/ National and Kapodistrian University of Athens
Designed Implementation of IT applications

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

Management and Financing of Major Projects (Project Management and Project Management Information
Systems)/ University of Piraeus

Learning PHP/ Lynda Certificate of Completion.

PHP for Beginners: How to Build an Ecommerce Store/ Udemy Certificate of Completion.

Microsoft Excel - Advanced Excel Formulas & Functions/ Udemy Certificate of Completion.

Microsoft Excel - Data Visualization, Excel Charts & Graphs/ Udemy Certificate of Completion.

Project Management/ Harvard ManageMentor Certificate of Completion.