Lean IT

ITIL V.3 Foundation, Service Management

PRINCE2 Foundation, Project Management

ISO 9001:2000 Certified Internal Auditor-Quality and Operations

DASA DevOps Fundamentals

KCS Fundamentals

Certified Business Excellence Model Assesor and Validator, Business and Operations Excellence

Certified Assosiate in Project Management (CAPM)

Certified Assosiate in Quality Management (CAQM)

Kepner Tregoe Foundation, Problem Solving

Master of Business Administration (M.B.A.)

Master’s Degree

Led the business operations side of the Flying Mercury platforms.
Business Analysis and product management, including requirements analysis and roll out
Internal training
Team analysis and identification of resources for various projects.

Head Of Business Operations

Owner - Business Consultant

Increased operational efficiency in lean production systems
Led initiatives that reduced scrap rate by 10% within a year
Introduced Project Management methodologies in the company's operational research center, responsible for packaging and logistics
Drove the corporate quality and operations improvement program that was designed to meet the business strategy 
Ensured that the company's processes were set up within a framework of compliance and continuous improvement. 
Management ,further improvement of company's management systems and advice on systems performance
Operations Management and Continuous Improvement of management systems.-Planning, execution and follow up of internal audits
Designed and improved processes and procedures with the result of achieving and maintaining the company's annual certifications

Quality and Business Excellence Senior Consultant, Technical Project Management and Operations

Director Of Revenue, Marketplaces

Management of the global operations and customer success teams in the company's HQ, responsible for driving operational and cross functional initiatives that meet the business strategy and ensuring that the company's operations and delivery organisation  is in line with the corporate vision. 

Excellent customer service skills and positive attitude 
Increased the customer satisfaction ratings from 68% to 87% within 1 year by promoting radical service automation, self help capabilities and behavioral change within the customer teams (who were not all direct reports)
Designed and introduced advanced reporting within the newly introduced ERP (member of the implementation team as well) as a means to improve decision making within the management team
KPI's introduction to all company's departments and teams- fostering  a data driven culture
Led  product design and strategy initiatives that resulted in the re prioritization of product releases which enabled a 2M contract with a strategic pro

Global Operations and Instructor Manager, Customer Service Operations

Member of the Quality Assurance team in the company's HQ, responsible for assisting in driving the corporate quality and operations improvement program that meets the business strategy and ensuring that the company's processes are set up within a framework of compliance and continuous improvement.

Focus areas: 
-Management ,further improvement of company's management systems and advice on systems performance.
-Operations Management and Continuous Improvement of management systems.
-Planning, execution and follow up of internal audits.
-Drive and assist on company's quality improvement projects and initiatives.
-Maintain documentation, improve document and record control procedures.
-Design, review and improve processes and procedures.
-Support in company's external audits.
-Customer Complaint management.

Quality Assurance Manager, Quality and Operations

Management of the global operations and customer success teams in the company's HQ, responsible for driving operational and cross functional initiatives that meet the business strategy and ensuring that the company's operations and delivery organisation  is in line with the corporate vision. 


Improved and Maintained the customer satisfaction ratings from 87% to 95% within 1 year by  radical service automation, self help capabilities
Strategic management, and (along with the management team) achieved 2 rounds of funding to ensure the company could start scaling
Participated in the  strategy initiatives that resulted in the decision to create a start up that will focus on further automation and reinvention of the Professional learning and development ecosystem.

Customer Service and Support Director, Customer Service Operations

Focused on standardization of processes and cross functional procedures that resulted in a comprehensive Quality Management System - that soon was used as a template for the company's other business units
Implemented ITIL in the customer help desk of the organisation. 10 customer technical service experts became ITIL certified within 6 months
Achieved the ISO 27001 certification and maintained the ISO 9001 certification by TUV Noord
Internal audits design and execution. Within a year, there was a 10% decrease in the compliance incidents (from 12 non compliance incidents/ findings to 3 within a year.
Designed and introduced standardized quality KPI reporting
Designed and introduced customer satisfaction and experience surveys. The survey run twice a year for customers in different implementation status. Identified patterns that improved the rating by 10% with some practical advice to the management
Introduced the professional certification concept as a way to up-skill the company's proj

Quality Engineer, Technical Project Management and Operations

Developed and grew the customer service, engagement and support organisation
Drove and led Business Operations, process improvement and excellence
Developed and led cross-functional and cross product 25-member team to develop and implement global customer service and success strategy
Achieved 120% of target sales (35 B2B contacts per week) and 150% of target interaction length (45 minutes per customer for on-boarding)
The team served 50 customers per day with 93% satisfaction
Excellent communication skills and team player

Director of  Customer Operations

Operations and Sales Enablement Consultant

Co-Founder 

Co-Founder @ ApyHub - Helping dev teams streamline their API Lifefycle

Know about Nikolas Dimitroulakis’s work experience, education, bootcamps, certifications, and much more. Nikolas Dimitroulakis