Christina Nastou

As a Maintenance Coordinator, I play a pivotal role in ensuring the seamless operation of hardware and equipment across OPAP’s extensive retail network. My responsibilities include:

1.Budget Management for Maintenance:
-Overseeing maintenance operations with a budget of approximately €8 million.
-Optimizing costs while ensuring efficient and effective equipment maintenance.

2. Developing Maintenance Plans:
-Collaborating with cross-functional teams (including maintenance supervisors, facility managers, and maintenance managers) to create and execute the organization’s annual maintenance plan.
-Working closely with internal stakeholders (IT, Product, Procurement) and external vendors to define in-store implementation and maintenance requirements for new products, hardware upgrades, and enhanced functionalities.

3. Coordination and Monitoring:
-Vigilantly monitoring the daily maintenance plan for retail hardware equipment.
-Efficiently coordinating and planning work for external resources to ensure timely execution.

4. Problem Resolution and Escalations:
-Addressing potential delays, inconsistencies, or ad-hoc requirements in planning.
-Skillfully managing Return Merchandise Authorization (RMA) and spare part repair escalations to prevent equipment downtime.

5. Vendor Management and Audits:
-Continuously evaluating 3rd party providers’ performance in equipment installation and maintenance, adhering to Service Level Agreements (SLAs).
-Strategically selecting suitable and cost-effective vendors for logistics, installation, and ongoing maintenance operations.
-Conducting thorough field visits to audit 3rd party providers, ensuring effectiveness and accuracy.

6. Continuous Optimization:
-Proactively optimizing maintenance processes to deliver upgraded services in a cost-efficient manner.
-Monitoring equipment usage, assessing aging, and anticipating maintenance needs.

• Reduction of Tech inbound calls, Reduction of Tech visits, Improve Tech FCR, Simplify / automate process, Operational effectiveness, Support technical support team's processes / improvements through the analysis and monitor of key performance indicators focusing on increasing partner's satisfaction
• Handle the VLT fault resolution project aiming to Technical support services in all Retail Network equipment, Major Critical Incident management, VLT Software Management and service delivery, Game Management, ILINK - VLT network monitoring via monitoring tool
• Certified VLT technician by Hellenic Gaming Commission(HGC)
• As part of a team, we supported the largest and fastest commercial rollout ever launched in Europe: 25,000 VLTs at 3,000 sites in 36 months.

• Suppliers accounts management, Computer maintenance, Contact point for suppliers, Customer service, Stuff organization and management (payroll, coordinating personnel shifts)

• Software quality control, web applications and client / server applications, Configuration in XP/VISTA /W7 in conjunction with Office 2002/2010 - Computer maintenance, Analyzing, designing and running Test Case of application scenarios, Created full reports by analyzing data from the Test results, Presentation of the outlines and full functions of several applications, to our partners, Recorded and updated user manuals

• Customer service, Providing information and promoting of the products, Responsible for a variety of outbound call projects within strict deadlines, VLT technical support (First level support), Supporting OPAP network (Opap stores and Gaming Halls) in procedural issues, OPAP Players Support, Ticketing Systems: Oracle Siebel, OTRS, Demonstrated strong advocacy for our players and agents alike, Provided assistance of the highest quality to business associates, in regards to all technical or generic issues they were experiencing, via phone, email and live chat.