Mina Voulgaraki

Experience

• 

  Bank of Cyprus

  Jun 2006 - Oct 2013

  Customer Service Specialist

  - Overdue debt management (contacting clients, proposing settlements and out-of-court settlements)- Advice clients for their savings and investment portfolios- Cross selling- Opening customer portfolios and accounts- Clearing procedures for checks- Issuance of checks- Issuance of cards (manage embossing machines)- Remittances- Chief teller and previously teller

• 

  Piraeus Bank

  Oct 2013 - now

  - Oversee Bank's ATM network (~2.000 ATMs)- Analyze ATM network performance, inform internal stakeholders and propose improvements- Organize and improve the internal procedures, resulting cost reduction and productivity increase- Organize Unit projects activities in order to make it easier for team members to execute- Supervise the User Acceptance Tests (UAT), evaluate the findings and direct the resolutions where needed- Check the writing of new manuals and make sure that all individuals will be informed- Oversee the ATM fleet management and ATM installations and de-installations- Check the answers on customers requests and on transactions investigations- Manage and coordinate a team of 16 people (Team Leader) with diverse backgrounds and skills- Take care of the seamless operation of the ATM Operations Team (remote work of the team since March 2020 under covid-19 protection measures)- Maintain a meritocratic work environment, encouraging personal development and open communication Show less - Oversee onsite and offsite ATM network in operation and take care of the instant rectification of any faults (~2.000 ATMs)- Investigate customers requests and make sure they receive a response as soon as possible- Second level investigation of problematic transactions and ATM accounting reconciliations- Implementation of Unit projects- Execute User Acceptance Tests (UAT) and make sure that the findings will get restored (where and when required)- Writing new manuals and propose improvements on the existing procedures Show less

  • Senior Operations Manager - Self Service Terminal Support

    Jan 2023 - now

  • ATM Operations Manager

    Jul 2019 - Jan 2023

  • Information Technology Officer

    Jan 2018 - Jun 2019

  • Senior Information Technology Technician

    Jan 2016 - Jan 2018

  • Information Technology Technician

    Oct 2013 - Jan 2016