Athens Metropolitan Area
Experienced Manager with a demonstrated history of working in the telecommunications industry. Strong professional skilled in Product Development, Customer Relationship Management, Business Planning & Analysis, Call Centers, Customer Experience, and Behavioral projection models.
• CRM strategy • Customer Service • Outbound Campaigns • Field Management
Head of CRM Department for Retail services: • In charge of design and management of retention campaigns (omni channel) • Assure that existing flows fullfill high standards of customer's satisfaction • Execute contact management and prioritization • Customer's value optimization through upsell and cross-sell transactions • Digitalization and automation of existing processes
In charge of efficient and profitable retention of Retail Mass customers’ base: • Responsible for budget KPIs related with active base’s health (disconnections, revenues, satisfaction) for "Fixed & Internet" and "Fixed & Internet & TV Basic Package" customers • Develop Customer Relationship Management (CRM) plan • Design CRM personalized contact policy across all channels (Stores, call centers, on-line etc)
Responsible for Fixed and Mobile convergent portfolio of retail customers with basic goal to expand their base and boost their value:
In charge of value optimization for 2play Retail base: