DASA DevOps Fundamentals

Lean IT

KCS Fundamentals

PRINCE2 Foundation, Project Management

Kepner Tregoe Foundation, Problem Solving

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

ISO 9001:2000 Certified Internal Auditor-Quality and Operations

ITIL V.3 Foundation, Service Management

Certified Assosiate in Quality Management (CAQM)

Certified Assosiate in Project Management (CAPM)

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 outInternal trainingTeam analysis and identification of resources for various projects.

Head Of Business Operations

Director Of Revenue, Marketplaces

Developed and grew the customer service, engagement and support organisationDrove and led Business Operations, process improvement and excellenceDeveloped and led cross-functional and cross product 25-member team to develop and implement global customer service and success strategyAchieved 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% satisfactionExcellent communication skills and team player

Director of  Customer 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 capabilitiesStrategic management, and (along with the management team) achieved 2 rounds of funding to ensure the company could start scalingParticipated 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

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 teamKPI's introduction to all company's departments and teams- fostering  a data driven cultureLed  product design and strategy initiatives that resulted in the re prioritization of product releases which enabled a 2M contract with a strategic prospecti

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

Increased operational efficiency in lean production systemsLed initiatives that reduced scrap rate by 10% within a yearIntroduced Project Management methodologies in the company's operational research center, responsible for packaging and logisticsDrove 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 performanceOperations Management and Continuous Improvement of management systems.-Planning, execution and follow up of internal auditsDesigned 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

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 unitsImplemented ITIL in the customer help desk of the organisation. 10 customer technical service experts became ITIL certified within 6 monthsAchieved the ISO 27001 certification and maintained the ISO 9001 certification by TUV NoordInternal 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 reportingDesigned 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 managementIntroduced the professional certification concept as a way to up-skill the company's project ma

Quality Engineer, Technical Project Management and Operations

Owner - Business Consultant

Co Founder ApyHub

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Know about Nikolas Dimitroulakis's work experience, education, and much more. Nikolas Dimitroulakis