Maria Mangko
Administrative Assistant
Nea Ionia
Summary
Dynamic and detail-oriented professional with proven experience in administrative coordination, customer service, contact center operations, and technical support. Adept at managing executive schedules, handling confidential communications, and coordinating travel and logistics with precision. Skilled in shift planning, KPI monitoring, incident resolution, and cross-functional collaboration. Demonstrated ability to support high-value clients, launch new products, and maintain internal communication platforms. Known for delivering training, optimizing team performance, and ensuring smooth operational workflows across departments. Committed to excellence, adaptability, and continuous improvement in fast-paced environments.
Overview
10
10
years of professional experience
3
3
Certifications
Work History
Administrative Assistant
OPAP
Athens, Attica
12.2022 - Current
- Managing the daily schedule and calendar of the Director, with flexibility to accommodate last-minute changes.
- Monitoring and responding to confidential emails with discretion, diplomacy, and integrity.
- Coordinating travel arrangements, including accommodation, air tickets, and dinner reservations.
- Preparing presentations and visual materials as needed.
- Handling and submitting all expense reports in a timely and accurate manner.
- Organizing and coordinating team-building events, managing logistics, and overseeing budget planning effectively.
Commercial Support Administrator
OPAP
Athens, Attica
06.2020 - 12.2022
- Planned and scheduled daily shifts for contact center teams.
- Monitored shift adherence and ensured compliance throughout the day.
- Tracked handling times and call metrics to meet Contact Center KPIs.
- Conducted qualitative audits to guide and enhance team performance.
- Provided ongoing support and coaching to contact center representatives.
- Delivered training sessions to new and existing contact center staff.
- Managed the Contact Center info portal by regularly updating materials.
- Executed mass communication scripts via OPAP’s portals in line with company policies.
- Handled incident management and ensured timely resolution.
- Coordinated with other departments to communicate case status and ensure resolution.
Personal/Financial Support Advisor
OPAP
, Attica
03.2018 - 06.2020
- Managed and monitored issues, service requests, and customer complaints.
- Rolled out new products and services (e.g., VLTS, SSBTS, Tora Wallet).
- Ensured procedures were followed in alignment with corporate policies.
- Provided first-level technical support to internal and external stakeholders.
- Analyzed invoices and billing data for accuracy and consistency.
- Interpreted and evaluated reports to support decision-making.
- Updated and tracked payments across relevant systems.
Help Line Representative
OPAP
Athens, Attica
04.2017 - 03.2018
- Supported high-value customers of OPAP stores and Gaming Halls.
- Provided assistance to partners and betting players.
- Troubleshot and resolved technical and operational issues.
- Delivered first-level technical support to ensure service continuity.
Sales Associate
Germanos Store
08.2016 - 04.2017
- Assisted fixed and mobile line customers with service needs and inquiries.
- Promoted telecom products and services to walk-in customers.
- Troubleshot and resolved technical and account-related issues.
- Built relationships with customers to encourage repeat business.
- Collaborated with team members to achieve monthly sales targets.
Inbound Sales Representative -13888
Cosmote (former Hellenic Telecomunications Organisation)
09.2015 - 08.2016
- Supported fixed line customers via inbound calls.
- Promoted telecom products and packages based on customer needs.
- Troubleshot and resolved service-related issues efficiently.
- Communicated with customers regarding marketing campaigns and promotions, answering questions and addressing concerns.
Education
Bachelor of Science - Business Administration
Empire State College
Athens01.2015
Skills
- Familiar with several CRM/ERP applications (Siebel, EPOS, ERP,HCM, OTRS)
- Microsoft Windows Operating systems
Certification
2008 English Certification - London Test of English, Level 3, Edexcel
Timeline
Administrative Assistant
OPAP
12.2022 - Current
Commercial Support Administrator
OPAP
06.2020 - 12.2022
Personal/Financial Support Advisor
OPAP
03.2018 - 06.2020
Help Line Representative
OPAP
04.2017 - 03.2018
Sales Associate
Germanos Store
08.2016 - 04.2017
Inbound Sales Representative -13888
Cosmote (former Hellenic Telecomunications Organisation)
09.2015 - 08.2016
Bachelor of Science - Business Administration
Empire State College