Markos Smalios

Results-oriented operations manager with over 15 years of experience in logistics, e-commerce, and customer service in Denmark and the Philippines. Proven expertise in process optimization, workflow improvement, and cross-functional team management. Proficient in KPI tracking, performance analysis, and implementing operational efficiencies that enhance service delivery and customer satisfaction.

Holds a Six Sigma White Belt certification, applying DMAIC methodology, root cause analysis, and waste reduction techniques to drive continuous improvement. Recently drove menu creation, translation, and CRM-based updates for Uber Eats. Holds a 13a visa (permanent resident in the Philippines) with firsthand experience managing PH-based operations and bridging the gap between Danish/American leadership and Filipino teams.

Freelance Menu Operations Specialist - Uber Eats - Self-employed - Remote (Denmark)

(2026-01)

• Create, maintain, and optimize digital menus for restaurants on Uber Eats using Menu Reader, Salesforce, and Excel.
• Upload and align menu photos to ensure visual consistency and accuracy across restaurant profiles.
• Translate menus and dish descriptions between Danish (native) and English (fluent), adapting content for local and international customers.
• Audit menu data to eliminate errors in pricing, item names, and photo matching.
• Apply operational and CRM skills (Salesforce) to track menu updates and manage multiple restaurant accounts efficiently.

Customer Service Specialist - Booking.com - Majorel Greece - Athens, Greece (Remote)

(2023-05 - 2025-07)

• Supported hotel reservation operations, managing VIP accounts and ensuring smooth customer journeys.
• Collaborated with internal teams to streamline booking processes and resolve operational issues.
• Conducted performance analysis and reported on KPIs to enhance service levels.

Customer Support Consultant - Netflix - Teleperformance Greece - Athens, Greece (Remote)

(2022-06 - 2023-05)

• Delivered customer support and resolved escalations related to billing and technical issues.
• Collaborated with team leads to improve processes and reduce resolution times.
• Supported training and coaching initiatives for new hires.

Telesales Manager - 3M Telemarketing - Cebu, Philippines

(2020-03 - 2020-10)

• Managed B2B telesales campaigns for Danish clients, leading outbound sales and client relationship efforts.
• Supervised and trained agents on sales strategies and CRM tools, improving team performance.

Business Owner / Operations Manager - Blue Stallion Water - Bacolod City, Philippines

(2020-11 - 2021-11)

• Managed end-to-end business operations including logistics, sales, and client relations.
• Implemented cost-saving initiatives and streamlined workflows to improve operational efficiency.
• Grew customer base within one year through process improvements and client-focused service delivery.

Operations & Logistics Manager - Danske Fragtmaend A/S - Denmark

(2008-01 - 2020-02)

• Directed daily operations including scheduling, dispatching, and resource allocation for a major freight company, ensuring timely delivery and service quality.
• Owned and managed operational KPIs and SLAs, consistently meeting or exceeding service level targets.
• Led continuous process improvement initiatives across warehouse and transportation operations, optimizing workflows and reducing inefficiencies.
• Tracked and analyzed operational KPIs to monitor performance, identify gaps, and implement corrective actions.
• Collaborated with senior management on budget planning and operational strategy, aligning process improvements with business objectives.
• Supervised cross-functional teams and ensured compliance with safety and quality standards.

Founder & Operations Manager - Horse-Equipment.dk - Denmark

(2016-11 - 2019-09)

• Founded and managed an e-commerce business handling international shipping, inventory control, and supplier negotiations.
• Designed and optimized fulfillment processes to ensure timely delivery and high customer retention.
• Led customer service and operations teams, driving service excellence through standardized procedures.

Project Manager - Netto, Salling Group - Denmark

(2005 - 2008)

• Oversaw and managed multiple projects related to store operations and improvements.
• Coordinated tasks such as store renovations, expansions, and new store openings to ensure efficient, on-budget completion.
• Worked closely with internal teams and external suppliers to optimize store layouts and improve customer experiences.
• Drove operational excellence across all store locations through project planning, execution, and stakeholder management.

Operations Manager - Bilka, Salling Group - Copenhagen Metropolitan Area

(1999-11 - 2004-04)

• Oversaw daily operations to ensure efficiency and customer satisfaction.
• Managed staffing, inventory, and customer service standards.
• Focused on safety and compliance while driving continuous improvement initiatives to optimize performance and profitability.

Area Manager - Bilka, Salling Group - Copenhagen Metropolitan Area

(1999-07 - 1999-11)

• Area Manager for Bread, Cakes, Beer, and Water.
• Ordered goods and negotiated contracts with suppliers.
• Achieved a 25% increase in sales in the department in just 3 months.
• Achieved a 5% decrease in purchase prices.
• Maintained visually appealing and effective displays and professional customer interactions.

Bachelor's - Business Administration and Management - Business School Denmark (1999 - 2002)

Management Training Program - Salling Group (1999)