Laertis Metsis

Major national customs projects, namely HMRC/UK Customs, Greek Customs, Tunisian Customs and Jordan Customs.

• Involve with requirements elicitation
• Participate and/or lead workshops with customer, in order to gather business requirements and perform fit/gap analysis
• Produce gap-analysis / elaborate and document AS-IS & TO-BE business process specifications (BPMN)
• Elaborate and draft functional & non-functional specifications (UML, Epics/User-Stories)
• Prepare, plan and prioritize project backlog
• Day-to-day support of project team and customer/business users
• Participate in implementation of configuration, parameterization, and customization of software modules
• Coordinate with developers' team for software customizations
• Participate and/or lead User Acceptance Test (UAT), support activities and act as point of contact for Customer’s Users
• Act as liaison between customer stakeholders and communicate issues raised by Customer to respective technical teams
• Prepare and deliver demos & trainings
• Involve with incident & change management
• Support IT Project Manager to follow-up on deadlines

• Acting as liaison between business users and technical teams by planning, conducting and directing analysis of complex business needs to be supported by relevant systems.
• Analyzing required changes, preparing specifications, developing supporting documentation and communicating to both internal/external teams for review and approval.
• Managing implementation/ testing processes, preparation and reviewing test scenarios, participation in testing phase where needed.
• Fully monitoring planning and execution of tasks in projects when acting as Product Owner, reporting and escalating issues along with proposing alternative solutions.
• Providing exceptional service to both internal end-users and external vendors by logging, tracking and resolving incidents, responding to and following up on queries and issues based on criticality.
• Managing day to day Systems Monitoring and Administration.
• Collaborating with Business Process Analysts team to apply systems abilities to processes, participating in development and review operational manuals and procedure documents.
• Managing vendors regarding incidents, new developments and delivery dates.
• Conducting system training to internal teams.

• Monitor & Support of QCR application everyday operation.
• Assure business continuity through the system.
• Optimize application parameterization and software configuration according to client needs, while taking into consideration all aspects as
  regulation, business needs, functional limitations.
• Analyze medium scale client projects and propose best approach & system configuration.
• Perform QA checks to assure that already existing and new application features are working properly, both in technical & business terms.
• Prepare Business Requirement Documents, in order to best describe both client business need and technical approach.
• Debt Collection Agencies on boarding in QCR application.
• Monitor and support DCAs at daily integration, based on Integration Specification Document
• Sign-off Business Requirements/Technical Specifications Documents.
• Plan, prepare and monitor User Acceptance Test and execute Business Scenarios.
• Perform UAT Integration & Business scenarios in order to assure system operation.
• Monitor, prioritize and deliver clients requests.
• Perform training sessions in new or existing features of the application.

• Mortgage & Consumer Portfolio Segmentation and Treatment based on: Decision Trees, Queues, Strategies of QCR application
• Participation in working group on systemic merge of ProtonBank, TBank and NTTBank with Eurobank.
• Participation in business analysis of merged portfolios, in order to ensure business continuity.
• Business analysis and identification of optimal implementation approach regarding portfolio management, while taking into consideration aspects of legislation.

• Used scripted conversation prompts to convey current account information and obtain payments.
• Achieved performance goals on consistent basis.
• Maintained high volume of calls and met demands of busy and productive group.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
• Responded to customer inquiries and provided detailed account information.
• Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
• Worked with customer to create debt repayment plan based on current financial condition.

• Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
• Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
• Place customer orders for checks and bank credit/debit cards issuance.
• Sold and cross-sold bank products to new and existing customers.
• Maintain supply of cash and currency and turn in excess cash to head teller.
• Reconcile cash drawer by proving cash transactions at the end of shift
• Turned in excess cash to maintain drawer security