Georgios Sappidis

Experience

• 

  Restaurant Paros

  Dec 1999 - Jun 2004

  Waiter

  During my school years I have been working in the Restaurant Paros as a Garcon and Barman. I was working every Wednesday evening, Friday evening, Saturday and Sunday.1Curriculum Vitae

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  Capgemini

  Jul 2004 - May 2008

  I had to help a team of 7 persons in their daily tasks. I was following up the most difficult problems in order to solve them as soon as possible. I organized the different shifts and lunch breaks. The evaluations were also being done by the Team Leaders every month.As a training coordinator my tasks were to gather all the training documentation and help the trainers into getting ready to give trainings to the new First Line and Second Line agents of the project. The schedule of the trainings was also one of my responsibilities. Show less

  • Operations Manager

    Mar 2007 - May 2008

  • Transition Coordinator

    Feb 2007 - Mar 2007

  • Team Leader / Training coordinador

    Nov 2005 - Feb 2007

  • Second Line Agent

    May 2005 - Nov 2005

  • First line agent

    Jul 2004 - May 2005
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  CIRB_CIBG

  Jun 2008 - Nov 2012

  Helpdesk Team Leader

  As a Team Leader in the CIRB, my job was to follow up the day to day work done by the 8 helpdesk operators (2 teams of 4 agents each). The shifts and holidays of the teams were under my responsibilities. All the procedures for the helpdesk were done under my supervision and I was responsible to stay in contact with some of the customers in case of problems. Chasing up second and third lines was also done by me during weekly meetings that we had with them. Another task as a team leader for the CIRB helpdesk was to generate reports using Crystal Reports out of the linked oracle database of our ticketing system. Show less

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  24+ customer care center

  Dec 2012 - now

  I was responsible for 7 Team Leaders, who themselves lead 4 different Inbound teams. My responsibilities were:- Making sure that our financial department receives correct invoicing data on a monthly base.- Reporting the performance of our inbound department to our customers and CEO.- Taking care of the communication between the different teams and departments.- Helping the Team Managers in their daily tasks.- Following the performance of our inbound teams and taking action if necessary to reach our service level agreements.- Working with the project team when setting up new projects.- Coaching and evaluating the Team Leaders.- Working together with the different inbound teams to improve the rendered services. Show less I was responsible for an inbound contact centre team of 15 to 30 first and second line agents who were providing support to KBC customers, KBC entities and 3rd party customers. We had several continu and temporary services that were supported within the team. My tasks were:- taking care of the recruitment of the team members- providing support to the team members in their daily task- taking care of the planning of the team- coaching and evaluating the team members- following the team's performance and taking action if necessary to reach our service level agreements- reporting the team's performance to the customers and the management- communicate with the customers in case of questions and problems- having reoccuring meetings with the customers- briefing the team with new information/scope modifications- working with the project team when setting up new services Show less

  • Manager Recruitment & Selection

    Jul 2023 - now

  • Business Controller

    May 2022 - Jul 2023

  • Service Delivery Manager

    Aug 2014 - Apr 2022

  • Team Manager

    Dec 2012 - Jul 2014