Technology (technology companies, software, hardware, telcos, etc.)
Company: Cyta
Position: Contact Center Infrastructure, Consumer Market Support (Βοηθός Τηλεξυπηρέτησης, Εμπειρία Πελάτη, Κέντρο Επαφής Πελάτη)
Description:
Panayiotis works at Cyta's Customer Contact Centre (CCC) since 2016. He started as a Call Center Agent, but his abilities, knowledge, and commitment to the company, soon earned him an advancement to the Technical Infrastructure team. He is assigned technical tasks such as supporting Cyta's Call Centre platform, and resource management: he is responsible for testing, purchasing, and managing technical equipment for Agents, for the Center’s internal cabling, and interconnections. Panagiotis is constantly taking initiatives aimed at improving CCC's processes and customer experience. He has many innovative ideas and concepts and has the ability to guide his team clearly end effectively throughout the implementation process of the tasks assigned to them by his leadership. Some of Panayiotis’s noteworthy accomplishments are the following: 1. Creation of an application to grant licenses to Agents. 2. Chatbot: member of the team for developing, analyzing, and categorizing data (customer conversations - Live Chat) for the chatbot, and creating automated responses for customers. 3. Call Center Quality Assessment (CQA): member of the call listening and data categorization team to create an automated assessment tool for all calls. 4. Voice Verification (CVV): member of the collaboration team to develop a biometric identification tool for customer voice. I feel it is my duty to recognize employees who can and do their best. I am sure that Panayiotis will continue to add value to our company through his commitment and problem-solving ideas.
Years with the company: 8
Years in current position: 8