Antonios Papacostas

Cell: 514-***-****

acujxs@r.postjobfree.com

EDUCATION: I.C.S. – Laval QC. MBA in Marketing and Sales

*AT&T June 2009- present

Call Center Manager

Responsibilities:

Manager of call center- inbound and outbound calls, customer service, technical support, shipment and collections.

*Managing the Montreal and Toronto call centers: total of 300 people.

*Daily functions are as follows: making sure agents are making the right amount of out bound co-calling to make new sales, H.R. Related duties for hiring/firing and making sure all company rules are followed.

*Real-time and continuous monitoring of KPIs Real-time KPI dashboards.

*Making sure all shipments are meet on time national and international.

*working with customs.

*Customer care with highly motivated individuals trained by myself for customer support, customer retention and collections.

*Train all new personnel.

*Make sure to keep up with all new technologies in the telecom world.

*Consumer Products manufacturing to the individual client’s needs.

* financial statements on a daily, weekly and monthly basis on how individuals and team’s performance. Also provisioning for short and long term business goals and business management. Using file maker, SAP and CSR programs as some of the metrics to get useful reports for monitoring individual goals.

*Premier bathrooms June 2008 to June 2009

Supervisor of customer service

Responsibilities:

* Running the Montreal office/call center, for all projects.

* Managing in Total 10 customer service reps. and 14 sales agents.

* Payroll, commissions and bonuses.

*inventory

*making sure shipping is meet on time for in hands date.

*Daily, Weekly and Monthly report generation for all aspects of individual CCR’S (leads, sales and cancellations).

* Weekly meetings on performances and goals (group and individual).

*Hiring, training, Firing and write ups with all H.R. procedures included.

* Generating and implementing new ideas for the call center budgetary needs.

*NCO Financial (Capital one credit card) May 2007 to June 2008 (contract 1 year)

Montreal Quebec

Responsibilities call center of over 150 emp.

Call center manager:

*Demonstrating leadership and management to a team of supervisors & team leaders to ensure a high level of quality throughout the call center.

* Convincing overdue accounts from 6 months to 2 years old in a payment plan. One of the Major Client that I was responsible for was Capital one Credit Card (U.S.A.). Making sure payments are on schedule (payment amounts vary from $500 to over $100 000.00) once payment plan was set up with debtors, study and evaluate accounts to make sure right procedures are followed.

*Mentored supervisors in coaching and updating their knowledge in all levels (legal, daily, weekly and monthly changes) within the company. Helping out with H.R. needs at all levels.

*Introducing budget and new plans to achieve the goals needed for the corporations success.

*Viandes Tripoli Inc. May 2003 to May 2007

Brossard Quebec

Responsibilities: managing 150 emp.

V.P. of Operations:

*Ensuring that all operations are done with A1 performance level, including all areas of company.

*Operation of a 7.3 million in sales per year Incorporation. Meeting budgetary and sales targets through motivating and developing staff, consistently achieving and surpassing goals.

*Making sure that production was running on time and budget with over 60 people in place, making sure that work was done in a safe surrounding and making sure all HACCP rules are followed, as well of making sure that all machinery is up to date and running safely.

*Controlling management accounts with attention to essential criteria for net profit, including sales, shrinkage, wages, write-off, cash control and store overheads. Monitoring and controlling store compliance in all areas, including customer care, effective planning, staff training and development, organization and time management.

*Supporting management and staff to help create their own successful and productive team and become effective team leaders. Maximizing every sales opportunity by promoting the highest standards of customer care and recognizing potential development and training opportunities. Communicating daily with Customer Support Center functions

* Buying, Retail, Finance & Distribution – to ensure effective control and operation of all areas making sure the HACCP rules are well followed on daily basis, shipping internationally/customs to and from Brazil.

*Contract negotiations including building lease and building maintenance. Organize and plan Production costs, working with Excel, Word, Power point and Simply Accounting.

*Yak Communication May 1996 to May2003

Brossard, Quebec

Responsibilities:

Manager of call center- inbound and outbound calls and customer service.

*Manager of the Montreal and Toronto Telemarketing office call center, out bound co-calling to make new sales and managing 10 sales agents on the road. H.R. Related duties for hiring/firing and making sure all company rules are followed. Customer care with highly motivated individuals trained by myself for support, customer and retention. Train all new personnel. As well, keep up with all new technologies in the telecom world. Consumer Products manufacturing to the individual client’s needs, financial statements on a daily, weekly and monthly basis on how individuals and team’s performance. Also provisioning for short and long term business goals and business management. Using file maker, SAP and CSR programs as some of the metrics to get useful reports for monitoring individual goals.

DATA KNOWLEDGE: outlook, windows 7, word, excels, vison21, ICM, CRM, File maker, SAP.

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