Open to opportunities

George Antoniou

@georgeantoniou

Message

I specialize in telecom billing, collections, and second-level customer support.

Cyprus

Message

What I'm looking for

I’m looking for a role where I can own telecom customer support and billing/collections workflows, use analysis to reduce risk and fraud, and collaborate cross-functionally to improve service quality—while staying fully compliant and driving process improvements.

I’m a Fixed Support, Billing & Collections Specialist at EPIC telecom ltd, delivering second-level technical and operational support for residential and business customers. I focus on timely resolution across broadband, telephony, and television—while protecting service continuity and customer satisfaction.

I manage complex billing and account cases end-to-end, including settlements, credit note processing, account adjustments, service modifications, and dispute resolution. I also oversee collections and dunning activities for overdue accounts, monitoring balances and negotiating repayment arrangements to reduce credit risk exposure.

I support decision-making through account and payment analysis, reviewing operational and financial reports to identify irregularities, risk indicators, and potential fraud patterns. I escalate significant deviations in line with internal controls and risk management protocols, while coordinating with technical, billing, finance, and customer service teams for fast, high-priority issue resolution.

In addition to support and credit management, I prepare operational reports and maintain accurate documentation to support audit readiness and continuous process improvement. I’m also expanding my technical foundation through a CCNA (in progress), and I bring a teaching background from adult English education to communicate clearly, train effectively, and improve workflows.

Experience

Work history, roles, and key accomplishments

Current

Fixed Support & Billing

Current

Epic Telecom Ltd

Jun 2018 - Present (7 years 11 months)

Delivered second-level technical and operational support for fixed telecommunications services (broadband, telephony, and TV) and resolved service issues to maintain customer satisfaction. Managed complex billing, account, and collections cases, including settlements, credit notes, dunning, dispute resolution, and risk monitoring, while ensuring compliance with internal and regulatory procedures.

Billing & Collections Dispute Resolution Account Adjustments Operational Reporting Customer Service Coordination

English Teacher

Ministry of Education, Culture, Sport and Youth

May 2017 - Jun 2025 (8 years 1 month)

Planned and delivered engaging English lessons for adult learners across different levels and class formats. Designed assessments and examinations, evaluated student work with constructive feedback, and supported continuous improvement through professional development.

English language teaching Lesson planning Adult Education Classroom Management Assessment Design Professional Development

Retail Sales Supervisor

Stephanis Electronics

May 2017 - Jun 2018 (1 year 1 month)

Supervised the telecommunications retail team to help achieve sales targets through coaching, training, and performance evaluation. Handled customer questions and complaints, maintained merchandise presentation standards, ensured inventory availability, and supported store operations aligned with quality and customer service requirements.

Retail Sales Management Inventory Management Merchandising Customer Service

Customer Sales Representative

Stephanis Electronics

Jul 2015 - May 2017 (1 year 10 months)

Provided product information for key telecommunications promotions and offers and delivered quality customer service to existing and prospective clients. Supported after-sales service and assisted with in-store operations in line with MTN policies and procedures.

Customer Sales Product Knowledge Promotion Assistance Customer Service Policy Compliance Retail Troubleshooting (Customer Facing)

Retail Salesperson

Plaisio Computers

Feb 2015 - Jun 2015 (4 months)

Assisted customers by greeting them, offering product information, and recommending items based on their needs. Supported store teamwork by providing updates on customer sales and future merchandise, while contributing to day-to-day retail operations.

Customer greeting Product Merchandising Retail Operations Team Collaboration

Education

Degrees, certifications, and relevant coursework

Cisco (CCNA Certification)

Cisco Certified Network Associate (CCNA), Networking

2026 -

Pursuing the Cisco Certified Network Associate (CCNA) certification, focusing on routing and switching, TCP/IP, LAN/WAN, VLANs and subnetting, VPN fundamentals, and network troubleshooting. Also covers network security fundamentals, firewall fundamentals, and backup/redundancy and disaster recovery concepts.

Cardiff Metropolitan University (City Unity College)

Master of Business Administration, Business Administration

2018 - 2020

Completed an MBA covering developing people for leadership and management, strategic and operations management, managing people in a global context, and marketing.

Aristotle University of Thessaloniki (AUTH)

English Language and Literature

2009 - 2017

Studied English Language and Literature, including methodology of teaching modern languages, second language acquisition, and general text translation. Completed coursework focused on language mastery and applied language learning.