Nikos Makris

Customer Insights and Voice of the Customer (VoC) analyst with 18 years in telecommunications and customer operations. Six of those years are in customer experience analytics at Vodafone Greece. I analyse survey data, customer verbatims and speech analytics, then build Power BI reports that lead to action.

The root cause method I designed produced 53 changes to policy, customer journeys and systems. I work hands-on in Power BI with DAX, Power Query and automated refresh pipelines. Before this I spent seven years in training leadership and instructional design.

I coordinate cross-functional teams and present findings to senior stakeholders. Fluent in Greek and English.

Customer Insights Analyst — Voice of Customer and CX Analytics at Vodafone Greece (2019-11 – Present)

• I design and maintain the Power BI dashboards for root cause analysis of detractor feedback. They cover all NPS surveys: tNPS, rNPS and jNPS.
• I automated the tNPS detractor report. The data comes from SharePoint and OneDrive, and the refresh runs on a schedule. No manual work is needed.
• I wrote the root cause method for rNPS surveys in the Consumer and SOHO segments. It sets the rules to sort customer comments and to escalate them.
• I combined the feedback forms of eight CX teams into one Microsoft Forms survey. It has 95 questions in five sections, and I mapped all the logic between them.
• I coordinate the plan and the deliverables of the Speech Analytics team. I also built new QA checks with speech analytics. All Customer Operations teams now use them.
• I coordinate the Deep Detractors activity (2025 – present). We extended the customer interviews to every NPS survey and we follow each action until it is closed.
• Designed the X-Ray process (2020). It reviews the full history of a customer's contacts with the company. It finds the problems, gives each one to a team, and follows it until it is closed. The result was 53 changes to policies, customer journeys or systems. Version 2.0 (2021) covered 100% of SOHO detractors and produced 14 more actions. Those actions affected 34% of these customers.

Team Leader — Ask Once (Frequent Callers) at Vodafone Greece (2018-05 – 2019-10)

• I led a team that covered three areas: Family Fixed Care, Mobile Care and SOHO Care.
• I wrote the definitions for repeated-call reporting and set the monthly cycle. The company still uses them.
• I followed each corrective action to the end. They led to system fixes and policy changes that reduced repeat calls.

Team Leader — Enterprise Technical Support at Vodafone Greece (2016-06 – 2018-04)

The team stayed above target on NPS, AHT and FCR for the full fiscal year.

Field Expert and Trainer — Fixed Technical Support at Vodafone Greece (2015-05 – 2016-09)

I helped to write the VBC training plan and the department procedures. New employees passed the NPS and FCR targets within two months.

Training Team Leader at 360 Connect (2013-12 – 2015-05)

I planned the training for the Customer Operations teams and found their soft-skill needs. I also coached and evaluated the trainers.

Training Team Leader · Customer Operations Trainer at Hellas Online (2009-07 – 2013-12)

I led the training team and designed the courses for customer operations. I helped to build the training tools and the knowledge base. They won a Customer Service Award in 2012.

Technical Support Engineer, 1st and 2nd Level at Hellas Online (2008 – 2009)

1st Level Technical Support Representative at InfoAssist (2007 – 2008)

Lighting Solutions Developer at ModaLight (2003 – 2006)

Executive Diploma in ICT Management – Athens Information Technology (AIT) (2013)

Computer Science – IST College, Athens (2006 – 2009)

Telematics Engineer – IEK Ilioupolis (1999 – 2001)