Achilleas Sismanis

Experience

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  Millennium Fashion Group

  Jan 2002 - Jan 2005

  Store Manager

  Store ManagerCommissioned goalsOrders Products / deficiencies

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  Options Pefanis S.A. Wholesale and Retail of clothing

  Jan 2005 - Jan 2006

  Store Manager

  Responsible for company’s Public Relation and Manager at Glyfada’s store Company’s Retail Development and Outsourcing of Assignment / OrdersOrders Products / deficiencies.

• 

  National Bank of Greece

  Jan 2006 - Jan 2008

  Ordering officer

  Employee OfficeCustomer ServiceResponsible to send ordered Cards of Archive and send cards in the mail to go to the customers

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  Vodafone

  May 2008 - Mar 2018

  Focus on Prevent portability & disconnection Mobile (all Retention process) for SOHO Business customersFocus on Prevent portability / disconnection and Cancellation Fixed (all Retention process) for SOHO Business customersFocus on Migration VBC Products to OneNetMonitoring and analysis of the competition products & offersReviewing and analysing quality data / reporting / forecasting Internal processes redesign and maintenance for SoHo Retention Team teamCoaching/Monitoring my team members, guidelines on call handling techniques/ soft skills / sales skills.Participating in various call center projects Study and monitoring competition. Working with Marketing Dbt (EBU) to determine the shape of campaigns, Marketing Plan and offers.Inspired each and every team member to perform and produce their bestDetermined the duties and responsibilities of individuals in a teamAnalysed the individual performance of each team member and motivated them to perform even betterOrganized training workshops to improve the performance of the members who were lagging behind in terms of performanceAnalysed the assigned projects and distributed tasks to the members as per their area ofexpertiseReported any problem or fault in the project to the project manager or supervisorOffered solutions to the top management regarding project-related queriesControl ACR/KPIs Call Center (1399) on shift Show less

  • Enterprise Commercial | Prevent Port out, Disconnection ,Retention for Mobile & Fixed Team Leader

    Jul 2015 - Mar 2018

  • Operations | SoHo Prevent Port Out Team Leader

    Jun 2014 - Jul 2015

  • Operations | Retail Prevent Port Out Coordinator

    Mar 2013 - Jun 2014

  • Operations | Retail Prevent Port Out Consumer, Front Desk Agent

    May 2008 - Mar 2013
• 

  Efood

  Mar 2018 - now

  Challenge the current methods/processes and come up with proposals to maximise divisional effectivenessKeep ahead of industry’s developments and have an eye for best practices and trends Ensure that all automations, processes & systems optimizations projects in Operations division are delivered on time with the desired results.Set team objectives and track performance, providing guidance & feedback to team members to meet departmental & individual goalsDevelop project plans by defining project objectives, responsibilities, workstreams & activities, timeplan & priorities to secure a smooth implmentation.Predict and manage resources needed in an effective and efficient mannerIdentify and mitigate potential risks.Set and manage stakeholders expectations.Monitor progress, eliminate barriers and make any adjustments neededTake ownership of escalated situations and resolve complex issues that may ariseCollaborate and coordinate with stakeholders for the smooth execution of projects.Measure project performance to identify areas of improvement. Show less Develop comprehensive project plans, including defining project scope, objectives, deliverables, timelines, and resource requirements.Lead project teams and coordinate the activities of team members to ensure projects are on track for successful completion.Allocate and manage resources effectively, ensuring that all project team members understand their roles and responsibilities.Identify potential project risks and develop mitigation strategies to minimize project disruptions.Monitor project budgets and expenses to ensure projects stay within financial constraints.Ensure that project deliverables meet the required quality standards and expectations.Maintain clear and effective communication with stakeholders, project team members, and senior management to provide regular project updates and resolve issues.Maintain detailed project documentation, including project plans, schedules, and reports.Handle changes in project scope, objectives, or deliverables and ensure that changes are properly documented and communicated.Conduct project post-mortems and evaluate project outcomes to identify areas for improvement and best practices. Show less Responsible for optimizing existing Operations (Croatia, Serbia, Montenegro & Bosnia and Herzegovina) and cross departmental processes, introducing new ones. Creation and analysis Performance Reports (KPIs) Monitoring Operations KPIs and driving performance improvement projects from concept generation to implementation. Ensuring best practices are standardized across different Operations teams in order to grow the existing Operations divisions and to offer the best customer experience to our customers and vendors. Defining and deploying processes for every new business area that links to Operations Assisting upper management COO in setting goals that promote project growth. Overseeing daily activity of the team, ensures quality of procedures, and works closely with an experienced senior management team across WH locations. Collaborating closely with other departments to promote efficient operational optimization. Motivating, inspiring, and supporting team members by effectively communicating all objectives and ensuring smooth collaboration. Preparing budgets, time schedules and other organizational reports as needed. Determining call center operational strategies by conducting needs assessments, performance reviews, capacity and planning. Managing team workload to meet goals and deadlines. Identifying improvement areas and developing plans to increase efficiency and reduce costs. Preparing performance reports by collecting, analyzing, and summarizing data and trends. Ensuring that client requirements are met in a timely manner. Show less Supervision - Coach, SQL, monitor, review, provide feedback and discipline customer care agents ensuring that they receive the proper training and support in order to best apply their knowledge and skills.Ticketing/Facebook - Respond to escalated customers's e-mails, messages and posts.Reporting - Prepare reports and escalate issues to the Head of Operations.Coupons - Create codes, align with restaurants and guide customers through.Refunds - Monitor transactions and refunds as and when necessary.Coordination - Oversee and direct the customer care agents's day-to-day tasks ensuring policies and procedures are followed.Management of customers's comments - Monitor and publicize restaurant reviews, align with customers as and when necessary.Management of demanding incidents occurring during the shift Show less

  • Operations Excellence Manager | GR-CY

    Jan 2024 - now

  • Operations Project Manager | GR-CY

    Jun 2022 - Jan 2024

  • Regional Operations Manager | SE Europe

    Feb 2020 - Jun 2022

  • Customer Care Team Leader | Operations

    Mar 2018 - Feb 2020