Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

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
Athens
01.2015

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

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Maria MangkoAdministrative Assistant