Peter Mplias

Background

About Peter Mplias

A professional within the telecom industry for over 20 years with Expertise in the Operations / Customer Experience sector- Responsibilities have focused on building, maintaining and managing high performance business requirements and prepared abstracts and summaries of studies using a range of analytical techniques including statistical, economical, financial and scientific analysis- Committed to high professional standards and code of ethics, adding value to all stakeholder relationships and delivering bottom line results. Highly trustworthy, self-motivated and always focused on delivering a positive return on investment.Major Achievement- Managed the first TELUS customer journey map (CJM) project for our prepaid business with an International vendor; A technique that helped TELUS understand how our clients interacted with us across multiple channels and touch-points. Objective was to understand the entire prepaid journey, the current client experience, a view of the opportunities to improve the journey, and areas of good practice we should maintain. Outcome? Implemented many initiatives, with an end result of OPEX reduction by $600K per/annum, a reduction by 2bps in % of base calling, and reduced Contra Revenue by $3.0M per/annum.