Ioannis Melaisis

Experience

• 

  TELUS International Europe

  Jun 2016 - Jan 2023

  Supervision primarily of 3 groups (total of 22, Including Level 1, Level 2, and SME)and secondarily supervision of the rest of the team (around 100 Including Level 1, Level 2, and SME).1. Directly managed a team of 22, • 3 SMEs who are responsible for: Product knowledge conducting quality monitoring of calls and cases worked training about the product• 19 Agents of various service levels (B2C, B2B, B2G)• Responsible for the overall performance of the team.2. Responsible for the preparation, documentation, and analysis of management information of key performance indicators to ensure targets set by the client are met.3. Interviewed and selected potential new team members from the list of candidates recommended by the recruitment team.4. Coordinated with the client by conducting daily meetings and weekly meetings.5. Conducted quality monitoring of calls and cases and worked for several of the agents in Greek and English.• Providing Quality/Feedback sessions weekly (2 times per week minimum per advisor)• Training if needed to improve processes or to learn new processes.6. Worked with the quality assurance associates to monitor the team's performance, and develop action plans to ensure that plans agreed upon by the client are met monthly.• overview of 3 SMEs which were responsible for 5 team members each• Weekly meetings to align on QA methods used and what was the impact on each team member• Implementation of various action plans for the improvement of the overall quality• training of the SMEs on new policies of QA evaluations7. Provided monthly, quarterly and annual reports to higher management and client regarding the team and individual performance.8. Supported the implementation of the strategic agenda for data within the areas of responsibility.9. Responsible for the Scheduling, Approval, and track of worked time/ paid time10. Responsible for approving and collecting PTOs, Medical Leaves, etc. Show less Responsible for the performance, Knowledge and Quality evaluations of the advisors with Greek.◦ Monitoring performance daily◦ Providing Quality/Feedback sessions weekly(2 times per week minimum per advisor)◦ Trainings if needed to improve on processes or to learn new processes.Product expert for the rest of the unit (around 100)◦ Providing support on difficult cases◦ Training on unclear/new processes◦ assisting with tasks that required higher clearance/ authorisationProduct is 3 different airlines with many complicated processes ,procedures, policies etc.Also responsible for trainings all team members for the 2nd level of service (Business to Trade). Show less

  • Supervisor

    Oct 2018 - Jan 2023

  • Subject Matter Expert

    Jan 2017 - Sept 2018

  • Customer Support Representative

    Jun 2016 - Jan 2017
• 

  HCLTech

  Jan 2023 - now

  Supervisor

  Operations, supervision, and reporting• Perform regular utilization analysis and provide feedback to help desk analysts• Monitor and act on key performance indicators for Service Level Agreements and Operational Level Agreements• Compile recurring and ad-hoc operational reports• Communicate planned IT system maintenances to helpdesk team and end-users.• Communicate IT system outages to helpdesk team and end-users; supervise system testing.• Maintain Horizon logging instructions and additional process reference documentation.• Manage access of team members to external and Internal applications/systems.Quality Assurance• Manage Quality Assurance (QA) and Quality Check (QC) process reference documentation .o QA/QC compliance guidelines, QA/QC targets, etc.• Prepare QA/QC reports, analyze QA/QC results and determine per-process and team member targets.• Distribute QA targets to Specialists-Help Desk and QC targets to Senior Analysts-Help Desk.• Track execution of QA/QC targets and control quality of the process documentation• Lead Quality Assurance and Quality Check calibration sessions to standardize evaluation criteriaTraining• Create, develop and manage training roadmaps and materials for current and newly implemented operations processes.• Plan and report on new team member and refresher trainings• Maintain training records, completed roadmaps and role-specific on boarding checklists.• Track completion status of training plans in the learning management system.Knowledge management • Create, review, update and maintain knowledge documentation.• Client relations hoop management• Review negative customer satisfaction surveys and follow up with "dissatisfied" end users.• Review potentially upset customer cases and follow-up with customers.• Participate in client-facing communication - training, process updates, knowledge documentation review sessions.• Participate in or manage project implementations. Show less