Hippocrates Bougas

Provides leadership for the effective 24X7 operation of the Customer Support Center, regarding on-time resolution of faults reported by customers, according to the terms of the SLA. -Monthly Shift Planning -Coaching CSC representatives in order to handle difficult issues -Escalation point of contact for Customers’ Complaints -SLA monitoring to avoid violation of parameters such as Mean Time To Restore and Service Availability -Periodic statistics reports to management / SLA Reports to Customers

-Order fulfillment: Concerning orders for International Services from Major Business Customers and Telecommunication providers.Order fulfillment consisted of order recording, forwarding to the proper provider, coordinating and tracking of order progress and reporting to customer. These orders were regarding OTEGLOBE’s International network, Voice and Data services, Internet Wholesale and BT-INFONET services -Service Management:Technical support, billing support (invoices checking, credit notes issuance)

Responsible to establish and organize the Customer Services Dpt, define procedures, preparing contracts, coordinating the installation of new clients, fault reporting and coordination with relevant departments and international organizations (carriers) for fault resolution, supervision and participation in the process of monthly invoicing and issuing statistics about customers. The area of ​​responsibility included also the preparation of weekly and monthly managment reports

Coordination and monitoring of problems reported by subscribers, from their registration through the call center until the final answer to the subscriber after solving the problem. Issue monthly and weekly reports with graphic analysis of fault categories. Cooperation with other departments or sections of Vodafone for the best possible support to the Customer Service Department. - Participation in creating procedures that standardize the work of Customer Service.

Responsible for the effective operation of the shift in the Call Center. Supported Call Center Representatives and handled "difficult" customers

Customer Services representative for mobile subscribers. Information on mobile phones and fault recording.

Seminars in -Customer Management -Project Management -Team Work -Call Centers -Time Management