Ioanna Maragou

Company Overview: Entertainment Company in Greece

• Campaign management
• Registered base campaign management (strategy, design, monitoring & assessment) leveraging cross channel orchestration to both Online and Retail
• Optimization proposals to maximize campaign ROI
• Budget planning & control
• CRM initiatives Project management
• Modifications and/or enhancements identification to company systems impacting CRM activities
• Product development enhancing CRM offers portfolio
• Partners, vendors and internal departments liaison for various project implementation/ development/ improvement/ assessment to strengthen CRM features in-house (proposals, requirement gathering, briefing, guiding, testing, meeting guidelines, contracts renewals, etc.)
• Projects & processes proposals & mapping to assure profit maximization
• Processes quality control

Company Overview: Collections Contact Center in Greece

• Managed a team of 20 people dealing with campaigns on behalf of a third party
• Compilation of monthly/weekly reports
• Daily monitoring of team performance
• Monthly targeting (setting & review)
• Written correspondence (Partners & customers)
• Complaint management, efficient resolution and analysis
• Modifications and/or enhancements to the team and the company systems
• Responsible for Back Office operations
• New projects implementation proposals
• Business plan & FPRs
• Proposal for reporting and KPIs
• Liaised with partners and internal departments as for the project development/ improvement/ assessment
• Perform quality control for processes
• Projects & processes mapping in order to assure profit maximization

Company Overview: Contact Center in Greece

• Managed a team of 40 people dealing with CRM & CLM campaigns on behalf of a third party in order to assure the partner's customers' satisfaction, retention and identify prospect churners
• Successful running of Cross Sale & Up Sale campaigns as well as reduce inactivity & churn campaigns
• Compilation of monthly reporting and weekly team performance
• Written correspondence with the partners as to all customer complaint management, efficient resolution and analysis as an attempt to identify potential issues and suggest proactive solutions for in-house application, proactively
• Modifications and/or enhancements to the team and the company systems impacting CRM activities
• Data analysis & organization of special promo development & evaluation of the actions performed

Company Overview: Mobile Telecommunication Company in Greece

• Campaign management & data analysis/segmentation
• Segmentation, Data analysis & Base campaign management
• Targeted campaigns to Prepaid and Postpaid customers for usage stimulation and increase of Revenues
• Inactivity campaigning for churn reduction
• Data analysis and Segmentation of Customer base
• Loyalty Manager for “WIND Bonus” co branded credit card in cooperation with Alpha Bank (Greek banking Co.)
• Cooperated with sales channels (telemarketing & direct sales), in order to promote and stimulate the card issuance
• Responsible for direct mail campaigns, newsletters, advertorials & leaflets
• Budget planning & control
• Handled the compilation of monthly reporting and weekly program performance
• Determined modifications and/or enhancements to company systems impacting CRM activities
• Planning & promoting Loyalty offers
• Acted as a liaison between CRM & external vendors (briefing, guiding, meeting guidelines, contracts renewals, etc) reassuring the successful running of the Loyalty Programs (Avantage & Bonus)

Company Overview: Mobile Telecommunication Company in Greece

• Built long term relationships with the customers
• Re-educated potential churners, thus enhancing customer loyalty and profitability
• Communicated with customers on upgrading requests, program information inquiries, enrollment and redemption, anniversary and satisfaction contacts
• Provided daily activity reports to the supervisor
• Promoted company image through all customer interaction
• Assisted to other CS functions, in order to achieve CS objectives