Quality Assurance Management, Team Leader, Supervisor, IT, compliance

Georgios Spyriadis

IT & Quality Assurance

+** / 078**-****** *****************@*****.***

SEEKING A NEW CHALLENEGE

A multi-lingual and tenacious individual with exceptional Quality Assurance and IT skills gained from various positions with increasing levels of responsibility. Offering in-depth experience of finance and budget management, leading teams, managing networks, hardware and software, coupled with a natural aptitude for managing staff and implementing processes that maximise performance. At ease dealing with complaints, escalations and complex issues, a diligent and results driven professional that has acquired extensive detailed knowledge of treating customers fairly and would be an asset to any organisation.

IT SKILLS

•Microsoft Office (1998 - 2013), Word, Excel, PowerPoint, Outlook, Access, Publisher and Adobe Photoshop

•Network servicing (TCP/IP, LAN, WAN), in-depth hardware and software troubleshooting, able to diagnose / repair all types of issues

•SQL, managing databases, supporting / updating websites, PHP, HTML, Java, Joomla, Dream-weaver, Website Builder and web systems

•Proficient user of Visual basic, Matlab, C, C++, CAD Software (AutoCAD, SolidWork, Catia) and network programming / designing

CORE COMPETENCIES

•

•Complaints & Escalations

•Budget Management

•Business Process Mapping

•Coaching & Training

•Mentoring & Development

•Project Management

•Leadership & Management

•Developing & Interviewing

•Group Management

•Risk & Change Management

•Quality Assurance

•Analysis & Problem Solving

•IT Diagnostics & Repairs

•Performance Management

•Business Analytics Reporting

•Service Excellence

•Balancing Priorities

•Customer Relations

EMPLOYMENT HISTORY

HMRC, Concentrix 08/2014 - Present

Quality Assurance Analyst/Leader

•Responsible for performing quality evaluations, conducting root/trend analysis and recommending staff improvement measures

•Reviewing and checking high level “losses prevented” cases and writing in-depth detailed reports when needed on these cases

•Producing information based on targeting trends to gather intelligence that can be used to boost performance contract wide

•Taking accountability for internal/external escalations, including tone and treatment and mandatory reconsideration escalations

•Liaising with agents to understand strengths/weaknesses and motivating staff to increase output and support service delivery

•Encouraging knowledge sharing and applying best practice techniques shaped around customer service and quality control

•Keeping abreast of management techniques to add value to the team through coaching, updates and new developments

•Chairing and managing calibration sessions with clients and leading the implementation of coaching and business reviews

EA, Concentrix 04/2013 - 08/2014

Customer Support/Privacy/Quality Assurance in Electronics Art

•Tasked with handling contacts via the phone, email, online chat and whitemail and managing numerous customer accounts

•Troubleshooted issues with hardware and software in line with supporting the team when achieving highest quality standards

•Checked and identified quality trends and implemented completing group and one to one calibration and mentoring/coaching

•Gathered feedback and provided role specific training to improve the standards of the advisors through productivity analysis

•Processed refunds for games and provided item technical support to achieve a balance between productivity and quality

•Recognised by company seniors for winning an award for achieving 100% productivity and 100% phone/email CSAT’s

EMPLOYMENT HISTORY CONT….

Dromeas 10/2011 - 01/2012

ERP and IT Manager / Computer System Services and Engineering - Serres, Greece

•Instrumental role managing over 500 user/computer accounts and dealt with diagnostics, hardware and software troubleshooting

•Updated the ERP program to create/delete products codes, review and monitor order numbers and support the internet connection

•Bridged the communication gap between the three factories and the provision of products, the network, emails and the servers

•Managed product/part orders for M/B, HDD, RAM, monitors, software, printers, scanners, toners, mobile devices and others

Military Office/National Service 08/2010 - 10/2011

Research Information Officer – Greece (‘Second Lieutenant’ in Greek Army)

•Responsible for managing 45 soldier’s schedules, targets/system responsibilities, work flow, holidays, and personal records

•Devised detailed training plans and rolled out coaching for the soldiers and administered exchange server 2003 - 2007

•Chosen as a seminar instructor for teaching computer applications, network architecture, supporting and administration

•Constructed a website based on resolving soldier issues and developed communication channels with various military offices

•Strategically created an architecture plan for a new network planned for the building and installed all the cables and routers

•Handpicked as the main lieutenant for the network communications in the biggest Greek educational army training in 2011

RANDOS A.E 04/2008 - 08/2010

Business Manager - Serres, Greece

•Led the sales team (6-10 staff) and held training sessions focused on sales performance, solving issues and product knowledge

•Guided colleagues on escalations for digital technology products and simplified technical solutions (hardware, software and etc)

•Represented the organisation at meetings with Banks and customers for product delivery, supply and orders from the warehouse

•Scheduled work flow in accordance with team holidays, forecasted targets, productivity, KPIs, and produced payments / pay slips

•Also provided direction to 3-5 employees in the call centre and assisted with meeting all targets, KPI’s, and relevant metrics

EARLY CAREER

Elinhotel AMBOTIS, Halkidiki, Greece, Front Office & Reception Manager 06/2007 - 09/2007

Building Construction Business, Serres, Greece, Construction Manager 06/2000 - 05/2007

EDUCATION & TRAINING

•Bachelor Degree Level 5 (UNESCO ISCED) in Computer and Communications Engineering

•University: Technological and Educational Institute, Specialization in computer systems architecture, services computer and construction

•Specialized knowledge in networks, network placement in buildings, programming networks and rooters, server programming, web design and teaching skills on computer systems, etc

•Practice (03/2012-09/2012): Learnit Language school and IT (programming sites, teaching seminar and University lessons, service computer and network configuration), Serres, Greece

•DISSERTATION: Dynamic Web Page Development for Renewable Energy Sources Company Using the Content Management System (CMS) Joomla. Grade 10 (Excellent)

•Certificates: Coach to Lead Certificate 2015, Russian Language Teaching Certificate 2008 - Pushkin University of Thessaloniki

•Certificate of Computer Studies 2005 - College, Serres, Greece: Learning Microsoft Office, Lessons of AutoCAD and Solidwork

•School Certificate, Lyceum 2004: 2nd Lyceum Serres, Greece

Languages & aditionals

•Extensive language capabilities - Bilingual Greek and Russian, Fluent writing/speaking English with an understanding of German

•Full UK Driving Licence

HOBBIES & INTERESTS

Worldwide Travelling, Football, Basketball, Skiing

Cars, Music, TV, Cinema, Theatre, Concerts, Reading Books

REFERENCES

PROFESSIONAL REFERENCES AVAILABLE ON REQUEST

Contact this candidate