George Karkantzos
Telesales Manager
Marousi
Summary
Dedicated Telco professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
26
26
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Manager / Inbound & Outbound Telesales
Nova
10.2021 - Current
- Nova Inbound and Outbound Sales manager with the below responsibilities:
- Managing a group of 2 sales SPVs and 9 sales account managers
- Managing CRM Outbound Telesales channel for cross sell, retention, and Churn prediction for CNS and BNS segment
- Managing Digital Sales Channel (nova.gr and 5 external partners Sites) for digital leads generation with Click2Call Sales
- Achievement of sales budget and commercial policy planning / monitoring
- Sales channels monthly targeting and sales plan
- Liaising with commercial functional groups (Mkt CRM / Digital) for strategic priorities
- Leverage partners to invest more in partners sites (ad spent, agents)
- Use industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
Manager / Back Office and Inhouse Customer Contact center
Wind Hellas
06.2020 - 10.2021
- Wind Hellas back office and CCC manager with the below responsibilities:
- Managing a group of 30 BO agents located at two different outsourced partners
- Managing a group of 43 inhouse BO agents
- Achieve BO KPIs (Wind One SLA, RCR, Productivity rate)
- Achieve operational and financial KPIs
- Create Leads from CCC inbound calls
- Protect Company from regulatory risks via QA and proactive control
- Reporting and forecasting to CS and Sales operations Chief.
- Engage daily with operations teams (training, reporting, quality, CRM outbound, WS sales, information management)
Account Manager / Inbound Customer Contact center
Wind Hellas
01.2019 - 06.2020
- Wind Hellas head of customer service contact center with the below responsibilities:
- Managing a group of 200 customer service agents/team leaders and supervisors located at three different outsourced partners
- Achieve contact center KPIs (ACR, CSAT, t-NPS, FCR)
- Achieve operational and financial KPIs
- Reporting and forecasting to CS and Sales operations Chief.
- Engage daily with operations teams (training, reporting, quality, CRM outbound, WS sales, information management)
- WDA service (Directory)
Account Manager / Retail Sales – Call Centers & Field Sales
Wind Hellas
08.2015 - 12.2018
- Wind Stores Telesales project owner with the below responsibilities:
- Managing a group of 56 Wind Stores all over Greece for Telesales Project Leading a sales team of 114 agents.
- Managing Project sales target achievement, representing 30% of Wind Stores sales channel GSM Gross additions annual budget.
- Achieve profitability for company & partners
- Achieve operational and financial KPIs
- Reporting and forecasting to Sales Executive Director
- Engage daily with sales team and CRM (training, MKT segment, sales support)
- Established clear communication channels between clients and internal teams, ensuring seamless project execution
- Identified issues, analyzed information and provided solutions to problems
CS Support and Business Sales Support Supervisor
Wind Hellas
11.2013 - 08.2015
- Direct reporting to BNS Segment Executive Director with the below responsibilities:
- Lead a team of 25 back office agents
- (Daily performance monitoring)
- Managing BNS customers acquisition and retention requests
- Managing BNS customers Service Support (Service Requests/Trouble Tickets)
- Monitoring SLAs and Customer’s satisfaction KPI
CS Back office Supervisor
Wind Hellas
03.2005 - 11.2013
- Reporting to CS Back office Senior Manager with the below responsibilities:
- Lead a team of 15 Back Office Agents (Daily performance monitoring)
- Managing Consumer and Prepaid Customers Service Request / Trouble Tickets.
- Provide 2nd Level Support to Customer Service supervisors
Directory Assistance Service Supervisor
Wind Hellas
02.2004 - 03.2005
- Supervising a team of 10 agents (inbound)
CS Control Department Coordinator
Wind Hellas
09.2003 - 02.2004
- Daily export, monitoring and evaluation of Customer Contact Center performance reports
- Performed statistical analyses to gather data for operational and forecast team needs
CS Back Office Rep.
Wind Hellas
09.2001 - 09.2003
- Responsible for High Value Customers Requests
- Billing Trouble Tickets handling
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions
CS Rep.
Wind Hellas
08.1998 - 09.2001
- Inbound Customer Service Representative
- Managed high call volumes while maintaining exceptional customer service standards, leading to increased client retention rates
Education
Physiotherapist Diploma -
IEK XINI
Athens 09.1994 - 05.1996
High School Diploma -
39΄ General High School
Athens 09.1992 - 06.1994
Skills
Multitasking Abilities
undefinedSeminars And Training
- 2014, Leadership Skills, Linkage Greece
- 2007, Supervisory Skills, Wind Corporate University
- 2006, Managing Performance System, KPMG
Computing Skills
- Excellent knowledge of MS Windows
- MS Office (excel, word, power point, etc.)
- Siebel
- SAP
Confidentiality
Please treat this Curriculum Vitae as confidential.
Personal Email
g.karkantzos@yahoo.com
Business Email
george.karkantzos@nova.gr
Personal Information
- Place of Birth: Athens
- Date of Birth: 09/23/76
- Marital Status: Married, two children
References
Available on request
Timeline
Manager / Inbound & Outbound Telesales
Nova
10.2021 - Current
Manager / Back Office and Inhouse Customer Contact center
Wind Hellas
06.2020 - 10.2021
Account Manager / Inbound Customer Contact center
Wind Hellas
01.2019 - 06.2020
Account Manager / Retail Sales – Call Centers & Field Sales
Wind Hellas
08.2015 - 12.2018
CS Support and Business Sales Support Supervisor
Wind Hellas
11.2013 - 08.2015
CS Back office Supervisor
Wind Hellas
03.2005 - 11.2013
Directory Assistance Service Supervisor
Wind Hellas
02.2004 - 03.2005
CS Control Department Coordinator
Wind Hellas
09.2003 - 02.2004
CS Back Office Rep.
Wind Hellas
09.2001 - 09.2003
CS Rep.
Wind Hellas
08.1998 - 09.2001
Physiotherapist Diploma -
IEK XINI
09.1994 - 05.1996
High School Diploma -
39΄ General High School
09.1992 - 06.1994
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