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| CRM Operations Director | | | Ref. Number: | CRM11435 | | |
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| Personal Information |
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| Education: | Bachelor Degree |
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| Date of Availability: | 1 months notice |
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| Current Position |
| Current Job Title: | CRM Operations Director |
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| Current Salary: | 60-80,000 $ |
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| Preferred Position |
| Preferred Job: | Executive Director |
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| Preferred Salary: | 80-100,000 $ |
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| Education | State University of Portsmouth (England):
September 1996: Bachelor of Arts (Honours) in Business Management
June 1996: Dimploma of Higher Education in Business Management
June 1994:Certificate of Higher Education in Business Management
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| Working Experience | CRM Operations Director Oct. 2006 - Current
Altec Telecoms SA (Telecommunications) – Altec Group –Athens, Greece
Director of the Customer Relationship Division, focused at:
Integrating telemarketing/telesales, customer care, technical support, & credit collection, into one centralised body, resulting in a smaller, flatter scheme, helping to improve management and increasing flexibility in adapting to the company’s ever changing client needs and market forces.
Re-designing Call Center’s procedures and the technical support infrastructure, to improve customer service, and increase profit margins.
Developing management and call center operations into one solid team, exchainge information and expertise to exceed the division’s targets.
Other plans involve:
Customer Churn & Retention Management
Boosting Sales Operations
Improving Service Marketing
Standardising Inspection & Evaluation
Quality Control Assurance
CRM Staff Quality & Relations
Installation planning / coordination.
Systems integration (member of the AVAYA & Siebel CRM implementation team).
Telemarketing Campaigns scheduling & customer satisfaction improvement programs.
General Manager May 2003 – Oct 2006
Direct Line SA (Call & Contact Center Services) – Athens, Greece
Co-Founder, and General Manager, successfully established the company within the top companies in call & contact services business sector.
Developed the company (within year 3) from a small company to a medium sized company with over 100 employees and a strong, loyal corporate customer-base, generating over €2 million turnover.
Personally targeted and secured 70% of the company’s contracts with large blue chip companies in Telecommunications, Banking, Technology and Advertising.
Established organizational structure and contributed vision and thought leadership during startup and growth phases. This resulted in placing the business within the top 5 call & contact centers in Greece, with regards to quality services and business processes.
Captured immediate customer-perceived value and enabled sales-on-value vs price by creating an “actionable” service delivery model.
Distinguished company goals and objectives from competitors by developing and implementing integrated direct marketing strategies, increasing customer acquisition and retention.
Sales & Marketing Manager Feb 2002 – Apr 2003
Phone Marketing SA (Call & Contact Center Services) – Athens, Greece
Reporting directly to the CEO, my role was to expand the company’s customer base in the hosted call & contact center services market, having full accountability for planning and executing sales strategies, identifying and capturing key accounts and establishing a competitive market position.
Primary Plans:
Defined target market and developed comprehensive market positions and pricing strategy.
Spearheaded a new business development effort and quided the successful launch of new integrated crm services throughout the telecom and advertising industry.
Authored and managed a strategic marketing and sales plan that served as the basis for accelerating company’s crm services penetrations throughout national corporate market.
Managed the overall operations of the credit collection business unit generated annual sales of €1.1 million, during the first year.
Conceived and managed low-cost marketing campaigns, building strong awareness. Combined carefully targeted direct mail and telemarketing campaigns with educational executive briefings as to effectively position the contact center services in the telecom and advertising business sectors.
Restructured the proposal process, improving net margins to an average of 15%.
Evaluating existing competitors and introduced new product / services implementation process that increased customer retention and loyalty and resulted in the extension of their contracts.
Customer Service & Sales Support Manager
Feb 2001 – Feb 2002
Athens Papermill SA (SOFTEX) – Athens. Greece
Reporting directly to the Commercial Director of consumer & professional goods, my role involved increasing revenue by building customer satisfaction, customer loyalty, up-selling, cross-selling and servicing account needs with Softex matched solutions. The primary form of contact was outbound and inbound telephone calls integrated with email, fax and post communications.
Primary Plans:
Primary contact with client. Facilitate regular communication with all levels of client contacts and Softex to ensure Key Performance Indicators areachieved, maintain and enhance company/account relationships, increase business opportunities, increase service levels, and coordinate performance teams and cross-functional support needs with sales, services and production departments.
Review customer profitability goals. Responsible for knowledge and
understanding of customer needs issues, concerns, and business objectives and communicating each area effectively within company departments.
Assist Softex’s sales team through monitoring, feedback, resource planning, client communications, staffing, retail store visits, and all methods needed to achieve and/or exceed client expectations for performance, production, and quality and revenue generation.
Manage customer referral, lead generation, lead qualification, sales opportunity pipeline, and revenue generation metrics in support of individual goals and in support of Softex sales executive team handoff.
Call Center Operations Managerb Jan 2000 – Feb 2001
Call Center Hellas SA (Call & Contact Center Services) - Newsphone Group – Athens, Greece
Reporting to the group of Directors, my role was to manage strategic planning, development, human resources and operational performance of the customer contact centre.
Direct functions involving customer contact, train, direct and motivate call center management team. Manage and coordinate action plans for daily operations, establish work priorities and ensure customer inquires are handled effectively while meeting cost, productivity and quality goals. Direct project management efforts in support of qoals.
Directed process analysis and improvements, achieving or exceeding all key measurement parameters:
-Reduced caller wait times to 40 seconds average, with 95% of calls answered within 20 seconds.
-Reduced abandon rate to 1,5%
-Accelerated new telemarketing/telesales campaigns kick-off to 2-3 days, ensuring quality operation specifications.
-Improved productivity & campaigns performance while decreasing operation costs.
Designed strategic project management process for Athens Exchange, adopted as call center’s wide model.
Conduct group training sessions on financial & banking and telecom products and services.
Develop telemarketing & sales techniques of each call center representative to drive revenue growth.
Coordinating the interviewing, hiring and training of over 300 call center representatives
Monitoring interaction between staff and callers to ensure adherence to quality assurance standards.
Call Center Supervisor Jan 1999 – Dec 1999
Call Center Hellas SA (Call & Contact Center Services) - Newsphone Group – Athens, Greece
Project Leader for major CRM Campaigns (ΑΤΕ Insurance, ATE Funds, National Bank, Laiki Bank, Barclays, Wind, and Vodafon). Managed the customer contact centre team, effectively supporting client campaigns, products and services. Trained and developed the team, providing motivation, coaching and evaluation, which resulted in higher quality of service, and increase of the company’s retention rate of qualified staff.
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| Other Skills | Professional Memberships
Member of the Hellenic Management Association
Member of the Hellenic Marketing Institution
Member of the European Center for Customer Strategies: ECCS
Member of the International Organization for the Call & Contact Centers: Contact Center World
Business Training Seminars
PsychoSelling
Negotiating Skills
Consultative Selling
Presentation Skills
Telemarketing, Telesales & Customer Care Principles
Personnel Recruiting, Training & Performance Appraisal
Train the Trainer
Telecom & IT Skills
Windows XP (Network Environment)
Internet & SMS Communication Platforms
MS Office XP ( Word , Excel , Powerpoint, Microsoft Outlook )
Altitude - Easyphone (Computer Telephony Integration Software)
SAP CRM (Customer Relationship Management Software)
AROTRON CRM (Customer Relationship Management – Credit Collections)
ΧΡΗΜΑ PLUS (Stock Exchange - Money Transaction Software)
Avaya – Call Center (Inbound & Outbound Calls Management & Processing)
Alcatel – Call Center (Inbound & Outbound Calls Management & Processing)
SQL Server - Database Architecture, Processing and Reporting
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