ERGO Group AG

Achieving and sustaining operational excellence, through planning and organizational efficiency, ensuring strict ongoing adherence to quality and quantity SLAs in Policy Administration.
Member of the Operations Team responsible for the functional integration of ATE Insurance SA with ERGO Insurance SA. 
Member of the Operations Team responsible for the functional integration of DAS Insurance SA with ERGO Insurance SA.
Member of the Operations Team responsible for the functional integration of MAPFRE/EUROSOS Insurance SA with ERGO Insurance SA.

Head of Policy Administration

Customer Experience Manager 
-General CX Management of Contact Center Greece for Customer Service and First Notice of Loss (FNOL) :  Voice Channel, Non-Voice Channels, Customer-Facing Reception for Underwriting, Claims and Complaints. 
-Member of task force to analyze and design payment and transaction systems requirements for “Cash Before Cover” Auto insurance policy sales compliance and operation. 
-Member of Incident Management Team (IMT) during Greek Capital Controls 
-Designed and implemented online payment systems, utilizing DIAS codes (Greek interbank automated payment codes)  for policy payment identification purposes 
-Supervising PMO team member for the migration of the Athens Claims Department Operations to the Sofia (BG) Shared Services Center (including Claims Call Center operations, complex and express Claims adjustors’ functions and supporting systems). Ensuring project phases on track including: Quality Assurance and Compliance processes in new location. Sign off authority on final Functional Independence decision. 
-Lowered and maintained continuously for 2years and 5months, Call Center abandonment rate to meet AIG Global SLAs of <5% . 
-Liaison to Bank of Piraeus (AIG’s systemic Bank) for issues relating to  electronic Banking and negotiated AIG’s automated credit card installment facilities
-Member of the Greek Business Continuity Planning team responsible for the Customer Service functions
-Member of the Greek Risk Analysis team responsible for the Customer Service functions

CX Manager Greece

FOREIGN OFFICE Ltd

www.caron.gr - Cloud based Car Rental System.
Responsible for the overall development - business model analysis, budget, operational implementation and commercial launching strategy -  of a cloud-based  “System as a Service” Car Rental software.

Director Electronic Payments

LIKNOSS

Liknoss (ex FORTHcrs) is Greece’s largest proprietary, SaaS,  computerized ticketing and travel reservation system and electronic ticket issuing service. 
Provides the Greek Ferry Shipping industry 100% of the ticketing reservations system used by the Greek Travel Agency Network and abroad. 
Milestones
Set up all aspects of a new department as a Business Unit to handle the new service with full P&L responsibility for the unit.
Conducted business analysis and adapted all modules of FORTHcrs proprietary passenger and car ferry shipping reservation and ticketing software to handle event ticketing and online payments. 
Integrated all aspects of the new operation into the existing departmental infrastructure of centralized IT development, technical support, agency sales and client services. 
Established procedures for all related functions.
Trained personnel for back-office functions of Event Ticketing division.
Created a sales network of ticket agents and resellers including reseller commercial chains stores and travel agents (including Virgin Megastores and Carrefour Travel). 
Personally promoted and handled corporate sales of new service to producers.
Lobbied Ministry of Finance and effectively altered Greek tax laws in order to allow electronic sales of event tickets to be sold by third party resellers on the latter’s certified tax receipts, with the corresponding VAT rate of each producer.
Sourced, solicited, negotiated and acquired project specific representations of Cubic Transport for Greek Intercity Bus project (KTEL) and ACS Transport for OASA PPP projects.

Director Online Ticketing and Payment Systems, Ticketing Division

Ticket Hellas SA

Start-up. Designed, developed and implemented the strategic plan for introducing, electronic ticketing and electronic payment services for the live-event and entertainment industry in the Greek market.  Responsible for all aspects of the business operation. 

Designed, developed and implemented the strategic plan for introducing for the first time, electronic ticketing and electronic payment services for the live-event and entertainment industry in the Greek market.  
Developed IT proprietary ticketing system. (still used in several major Athens cinemas)
Responsible for all aspects of the business operation. Staff managed: 42
Established all operating guidelines within existing tax laws for issuing tax certified electronic tickets at the box office and remotely.
Initiated the use of nascent Eurobank and Winbank xml scripts for automated online payments 
Sold the “system-as- a-service” to all major show producers in the Greek market including concerts, live theater and cinemas.
Promoted sales of Alpha Bank Retail Banking Credit Products to potential customers bundled with our services.
Created the first reseller (agent) network for entertainment tickets in Greece by incorporating ticketing “shop- in-shops” in association with Virgin Megastores, Carrefour Travel (with Dynamic Visa) and Public Stores.

Managing Director

IDS - Information Dissemination Services

Negotiated and acquired Greek representation of SBF - Paris Stock Exchange I.T. department. Formed, participated and managed a consortium with SBF Paris Stock Exchange, SEMA Integrators Belgium, ACE (Vardinoyannis Group of Companies) and Dienekis (Tandem Greece) that took part in the Athens Stock Exchange Wide Area Network Tender. 

BRE representative in Greece (Bureau de Rapprochement des Enterprises) of EU General Directorate 23 – Small and Medium Enterprise (SME) Division. Member of the European Union initiative to create a unified integrated data base, in seven languages, of all SME production within Europe.

Developed an Internet Publishing company under the brand name IDS, responsible for, among others, the City of Athens’ first online presence, The Greek Ministry of the Interior – “Kapodistrias” Re-zoning Project data base, The National Art Gallery, the Ministry of Culture. 
Negotiated exclusive contract on behalf of IBM Global Network, Greece to be the official sponsor of Athens Municipality on all on- line activities.

Managing Partner

Interbank

Established the Private Banking Department for Interbank, Greece

Manager Private Banking

BMO Bank of Montreal

Profitably managing client Investment and Loan Portfolios, handling both the investment and credit aspect of the client’s relationship.

Account Manager Private Banking

CIBC Canadian Imperial Bank of Commerce

Managing Head Office functions: Credit, Collections, Client Service, Administration and Audit  for a 1.200 online Branch Banking Network
Staff supervised: 4 supervisors, 52 officers, 16 clerks
.

Manager - Personal Banking Visa Gold Center

I have extensive experience in establishing new ventures, introducing them into the marketplace, and managing their operation with full P&L responsibility both as independent business entities as well as in the context of larger corporate settings. These new ventures have centered on Head Office operations in Banking, in Insurance, and in Travel Services, serving large B2B physical sales-point networks (over 1.500 agencies/branches) as well as online sales channels based on “System as a Service” applications and e-payment platforms.

I developed, introduced and pioneered electronic event ticketing in Greece by establishing the the first such firm in Greece, Ticket Hellas S.A., with Call Center and online sales and online payments, as well as a B2B agent network reseller channel with real-time remote ticket issuance. This also involved getting new legislation passed. Having full P&L responsibility and signing on the majority of Greek live entertainment and event producers, I achieved and sustained a leading market position, ultimately merging with ForthNet S.A. , one of Greece’s major Telecoms carrier and Internet provider.
I have also incorporated electronic event ticketing into existing tourism platforms serving a Travel Agency network of 1.500 Agents.

I have directed and consulted in all aspects of core business functions, including: General Management, business infrastructure design, legal and contractual framework, IT project development and deployment, payment systems, MIS, personnel training and B2B sales networks.

I have completed a Cloud based, web, SaaS, tourism application.

Innovation (be six months ahead of yourself), Staff Empowerment and a Service Culture have been my legacy from Canadian Banking.
Do it right 
the first time,
every time --
with value.

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