Irene Angelopoulos

• Business Performance Reporting & Analysis to identify trends, opportunities and potential risks, and present them in an understandable and actionable manner to support retail decision-making.
• Development of store and functional KPI reporting to capture and present results in a concise and informative manner to enable successful business steering.
• Development of management reports to provide a snapshot view of performance to budget and forecast across sales, financial and KPI performance.
• Management of Financial Business Plan and Forecast processes, tools and submissions.
• Co-ordinating and managing processes for all phasing of goals and forecast for Sales, P&L, hours and KPI's.
• Country super user for Market Sales and Fulfilment and Gross Profit dashboards providing support through technical issues, coaching and competence development.
• Working with Self Service Level 2 data sets for both MSFR and GPD for detailed and ad-hoc information needs.
• Adding automation to processes and tools to reduce manual tasks and simplification of workloads for stakeholders.
• Development & management of the SO and Store Business Navigation Sharepoint sites.
• Advocate for global business information solutions and common tools.
• Training and onboarding new team members in forecasting processes, BN reports and tools.
• Responsible for the Rental Premises & depreciation forecasts working with assets and investment plans.
• Responsible for OL P&L goal and forecast as well as allocation of all costs in MAPL budget and forecast.
• Intermediary for store and SO stakeholders to resolve issues related to accounting or financial information.

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• Developed and implemented dashboard analysis for ED and GMD level to track performance against targets, providing comprehensive insights into marketing activity.
• Created campaign templates and delivered weekly and monthly reports to stakeholders, ensuring clarity and alignment on performance metrics.
• Identified and communicated issues and trends through analysis, enabling proactive decision-making and strategy adjustments.
• Engaged in campaign development to ensure reportable outcomes.
• Understands complex revenue models, P&Ls, pricing model, month-end procedures.
• Developed and implemented new dashboards and reports that provided performance to target and budget across segments, channels, and regions of consumer marketing campaigns.

• Optimized network utilization in metropolitan regions to enhance service delivery.
• Managed Customer Experience & Infrastructure team processes, enhancing measurability and effectiveness.
• Led local marketing initiatives around new infrastructure investment to maximize return.
• Created and executed a 2-tier local campaign that increased broadband market share and improved customer satisfaction.
• Develop new BTL marketing initiatives from scope development through to implementation and review.
• Develop a financial business case to support campaign activity, secure budget and PIR completion.

• Developed and delivered weekly and monthly performance reviews assessing product metrics, customer experience, and competitor insights to guide team initiatives.
• Created regular and ad-hoc reports analyzing regional performance trends to inform strategic decisions.
• Provide competitor analysis around activity and support team marketing initiatives by managing events and promotional offers.
• Manage the logistics and planning of events and local area marketing initiatives.
• Develop a regional overview based on consumer insights and demographics.
• Executed metro customer calling program to strengthen customer retention efforts and foster long-term relationships.

• Developed reporting tools and templates for metro teams, enhancing data visibility and decision-making.
• Led team of customer service consultants to address escalated issues, improving customer satisfaction and streamlining communication with local and federal members of parliament.
• Coordinated implementation of new reporting tools and applications across metro teams, optimizing operational efficiency.
• Creation of presentation packs for internal communication to senior management.
• Oversaw logistics and execution of local area marketing initiatives to enhance community engagement.
• Created consumer education events, such as Seniors Internet and Schools 000 education program, to educate community members.
• Lead & cultivate the skills and knowledge of customer service consultants, performance reviews & time management.
• Handled high-level stakeholder issues and relationships.
• Created Area Overview, template, and user guide for the Excelerate Award.
• Project led reduction of average age of complaints in the region by 41%.
• Key Issue reduction by 66%.

• Dealt with inbound sales requests.
• Understand customer requirements and tailor solutions to meet their needs.
• Training and inducting new staff in systems, products, processes and skills.
• Handling escalated calls, monitoring quality and solving order related issues.
• Product sales & billing enquiries ensuring customer satisfaction at the first point of contact.
• Maintaining Grade of Service, meeting all deadlines and targets.
• Earned Excellence Awards for Customer Service, all-round performance, and Quality.