Takis Kirkis
Halandri
Summary
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Skilled problem-solver with a customer-centric mindset, boasting 25 years of experience in customer service operations at Orange Business Services
Overview
30
30
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Orange Business Services
01.2016 - 01.2025
- Managing following accounts
- P&O Maritime (ex TOPAZ). Leading international OSV company merged with P&O Maritime logistics in 2021. Managing services on 100 vessels operate with VSAT maritime solution in 5 regions: Russia, Caspian, Persian Gulf, West Africa and Subsea operations in the North Sea & Asia Pacific region.
- OTEGLOBE/Hellenic Ministry of Foreign affairs. Providing managed VPN services to 23 Greek embassies & consulates worldwide.
- Member of CSM team for Philip Morris International (PMI), for 1 year (2021), to support data integrity & audit project, covering 500 sites in 100 countries.
- Main responsibilities:
- Service Level Management & reporting (SLA, Service Review, Service Improvement Plan, Analysis of chronic incidents & Root Cause Analysis)
- Availability management
- Capacity management
- Change Management
- Configuration management
- Continuity management
- Project Management
- Achievements
- Successfully manage internal migration project for P&O fleet VSAT network change (June 2022- July 2023)
- Achieved highest rating (9&10) as CSM and recognized by customer IT management in all quality connect surveys for P&O (2021-2023).
- Achieved Exceed Expectations rating in the internal reviews 8 times between 2016 and 2023.
Security Officer & Project Manager
Orange Business Services
01.2012 - 01.2016
- As Security officer, build, run, and manage Information Security Management System ISMS for Greece. Managed compliance to the local Regulation for Data Security in Greece imposed by the Hellenic Authority for Communication Security and Privacy (ADAE) based on EU directive. Security PoC for EEMEA region. Managed global security awareness campaign project and conducted awareness training sessions for Orange employees globally.
- Project Manager (2014-2016) for Maritime VSAT order implementation including Stealth Shipping - 43 vessels, Stealth CEO yacht, Neptune Lines – 1 vessel, Pantheon Shipping - 1 vessel, Tsakos Columbia Shipping - 1 vessel
- Main responsibilities:
- ISMS
- Regulatory compliance
- NRA (Hellenic Telecommunication & Post Commission – EETT)
- ADAE (Hellenic Authority for Communication Security and Privacy)
- HDPA (Hellenic Data Protection Authority)
- HGC (Hellenic Gaming Commission), for Web-filtering requests
- Site/PoPs audits & preparation for internal & external security audits (with ISO27K standards)
- Vulnerability & Risk assessment
- Global Security Awareness
- EEMEA regional PoC for security incidents
- Part of Global Security Council & QRIM (Quarterly Review Incident Management) meetings
- Health & Safety PoC
- Project Management for Maritime Services (Greek customers)
- Achievements
- Awarded by country manager in 2013 for achieving approval from local authorities (ADAE) for compliance with the new local regulation for data security.
- Achieved Exceed Expectations rating in all internal reviews between 2012-2016
Service Transition/Local Delivery Manager
Orange Business Services
01.2006 - 01.2012
- Responsible to manage implementation and delivery of Orange services in Greece, Cyprus, Albania, Bosnia-Herzegovina, North Macedonia, Kosovo, Slovenia, Lithuania, Latvia, Estonia. Manage third party suppliers (Telco, Equipments, contractors) to deliver the order components to the customer, allocate network resources necessary to support the customer solution as described in project scope. Meeting project milestones and coordination with the internal Quality team (GPO) to ensure good performance results and process compliance.
- Achievements
- Awarded by SITA management for the successful migration of Albania customers project (2008 – 2010) in 2010. Due to specific conditions in the country, project implementation was completely out of the box/process.
- Achieved Exceed Expectations rating reviews 8 times between 2006 and 2012.
Customer Support Center/Service Desk Engineer - Team Leader
Equant
01.1999 - 01.2006
- Company Overview: (France Telecom branded Equant under Orange Business Services name in 2006)
- Supervision of incident management, escalation management, network supervision & and reporting. Responsible to analyze team performance results ensuring that are align with teams KPIs.
- Achievements
- Awarded by head of regional operations for my performance, acting as Service Desk Manager, during SD manager maternity leave for 1 year (2003)
- Awarded by Service Desk Manager & Aegean CIO for successfully managing Red Alert project for Aegean Airlines
Maritime Satellite Services Support & Project Coordinator
Hellenic Company for Space Applications (HCSA)
01.1996 - 01.1999
- Project coordinator for the submission of proposals for EU funded telecom programs (4th framework for research and technology – ACTS, TELEMATICS)
- Project coordinator for the Greek contribution for IMMIS project, funded by ESA
- Customer support for INMARSAT services and equipment
Sales of Lincoln welding machines & programmer of CNC cutting machines
Anateco SA
01.1995 - 01.1996
- Company Overview: (Representative of Lincoln Electric in Greece)
Education
Technological Education Institute of Piraeus - Electrical Engineering
Technological Education Institute of Piraeus
01.1993
School of Engineering Information Technology - undefined
Hallam Sheffield University
01.1993
Skills
- ITIL 4 Strategic Leader certificate
- ITIL 4 Managing Professional certificate
- ITIL 4 Business Relationship Management
- Experienced with corporate network and integrated solutions
- VSAT
- Maritime solutions
- Analytical problem-solving
- Client-oriented
- Employee training
- Analytical decision-making
- Exceptional interpersonal communication
- Customer Relationship Management expertise
- Escalations management
- Service Level Management & reporting
LANGUAGES
Greek: Mother tongue
English: Fluent
French: Intermediate - Good understanding
Spanish: Basic knowledge
Certification
· ITIL® 4 Strategic Leader certificate
· ITIL® 4 Managing Professional certificate.
· ITIL® 4 Business Relationship Management
Hobbies
· Tennis
· Hiking/Trekking/Climbing
· Theater
Timeline
Customer Service Manager
Orange Business Services
01.2016 - 01.2025
Security Officer & Project Manager
Orange Business Services
01.2012 - 01.2016
Service Transition/Local Delivery Manager
Orange Business Services
01.2006 - 01.2012
Customer Support Center/Service Desk Engineer - Team Leader
Equant
01.1999 - 01.2006
Maritime Satellite Services Support & Project Coordinator
Hellenic Company for Space Applications (HCSA)
01.1996 - 01.1999
Sales of Lincoln welding machines & programmer of CNC cutting machines
Anateco SA
01.1995 - 01.1996
School of Engineering Information Technology - undefined
Hallam Sheffield University
Technological Education Institute of Piraeus - Electrical Engineering
Technological Education Institute of Piraeus
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