Konstantios Antonopoulos
Kallithea-Athens
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Operations Manager
Estarta Solutions
02.2023 - 11.2023
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and implemented strategies to maximize customer satisfaction.
- Partnered with vendors and suppliers to effectively manage and budget.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Store Deputy Manager
Dixons South East Europe
11.2021 - 07.2022
- Store Deputy Manager at Dixons, home appliances stores
- Leading a store department team
- Review and interpret sales' statistics in order to direct the subordinates
- Take care of customers' escalated issues, in real time
- Watch KPI's and coach people accordingly
- Backoffice duties (scheduling shifts, replying to inter-company emails etc)
- Discover in-company talents and help them grow.
Technical Support - Team Leader
Vodafone
05.2021 - 10.2021
- Backoffice duties
- Listen and review production agents' phone calls
- Coach agent's acccording to the company's values
- Take over escalated cases
- Assist agents real-time.
Team Manager
AT&T Corp.
05.2018 - 04.2021
- Leading a team in technical support department, for residential customers
- Ip-based services
- Achieve monthly goals & targets (KPIs)
- Meeting strict monthly deadlines
- Coach and train new hires
- Evaluated employee performance, coached and trained over 200 team members, increasing quality of work and employee motivation
- Inspire and Motivate - Lead by example
- Co-operating with different teams and departments, located in different regions around the world, in order to support new products
- Create new procedures or improve and update already existing ones
- Taking ownership of 3rd level escalations
- Co-operated with direct reporting employees of more than 60 nationalities.
Escalation Desk Agent
AT&T Corp.
04.2017 - 05.2018
- Help production agents to achieve great customer experience by providing them with accurate guidance during challenging cases
- Take over demanding cases and resolve them
- Prepare new and more efficient procedures concenring the production agents
- Provide up-skilling sessions to the production agents (soft- skills training and techical oriented training).
Production Agent
AT&T Corp.
10.2016 - 03.2017
- First point of contact for Residential customers of IP services (Internet, TV, Telephony)
- Provide real-time resolution to the customer's issue
- Up-skill newer production agents by sharing best technics via shadowing.
Computers' Technician
Public (Retail World)
08.2014 - 09.2016
- First point of contact regarding computer, tablet and smartphone repairs
- Communicate with the customer in order to deeply understand his/her needs
- Succesfully document the object's state prior to importing
- Inspect the object's damage and suggest the best solution accoring to the customer's needs
- Order essential repair parts and/or communicate with 3rd party providers
- Succesfully complete the repair and return the object to the customer
- Backoffice documentation via CRM
Education
Electronics & Telecommunications -
ASPAITE
Athens, Greece07.2012
Skills
- Performance Monitoring
- Unsurpassed Work Ethic
- Computer literate
- Process Improvement
- Stakeholder Relations
Certification
Insurance agent certification
Languages
English
Proficient
C2
Greek
Proficient
C2
Military
10/2010, 07/2011, Greek Army
Hobbies and Interests
Reading books
Playing football 5x5
Electronics board soldering
Timeline
Operations Manager
Estarta Solutions
02.2023 - 11.2023
Store Deputy Manager
Dixons South East Europe
11.2021 - 07.2022
Technical Support - Team Leader
Vodafone
05.2021 - 10.2021
Team Manager
AT&T Corp.
05.2018 - 04.2021
Escalation Desk Agent
AT&T Corp.
04.2017 - 05.2018
Production Agent
AT&T Corp.
10.2016 - 03.2017
Computers' Technician
Public (Retail World)
08.2014 - 09.2016
Electronics & Telecommunications -
ASPAITE
Similar Profiles
Ammar ABU SALEMAmmar ABU SALEM
Cloud Support Technical Team Leader at Estarta SolutionsCloud Support Technical Team Leader at Estarta Solutions
Fairs IrshaidatFairs Irshaidat
TAC Engineer - FW/IDS Team at Estarta SolutionsTAC Engineer - FW/IDS Team at Estarta Solutions
Hadeel GhaithHadeel Ghaith
Data Entry Clerk at Estarta SolutionsData Entry Clerk at Estarta Solutions