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<pre>Array ( [var] => cut_url ) </pre> Resume for Anass Z. for Customer Support / Client Care / Consumer Services in Casablanca, Morocco. Search More Resumes for Customer Support / Client Care on Resumark.com #8N2XWMZ1K
 

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Resume for Anass Z. for Customer Support / Client Care / Consumer Services in Casablanca, Morocco




Occupation: Customer Support / Client Care Industry: Consumer Services
Country: Morocco City: Casablanca
State: Casablanca ZIP: 20290



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Anass Z.
Married, years old
* : , rue Michel de l’Hospital
C, Roches Noires
Casablanca
Morocoo
q +
ú+
@
.... Education
Education
Education
Education:
July : Ongoing, Master on Business Management degree delivered by l’IAE
university of Caen, France – Courses attended on ESG, Casablanca
June : Degree on Computer Science EGIS, Rabat
June : Baccalaureate on Experimental Sciences – High school Plateau, Salé
.... Certifications
Certifications
Certifications
Certifications:
« Leadership » Delivered by “IRH”
« Coaching » Delivered by “Dale Carnegie Training”
« Business English » Intermediate II BPEC Business and Professional English Centre
« German certificate language » ZD : Zertifikat Deutsch Goethe Institute
.... Prof
Prof
Prof
ProfessionalExperience
essionalExperience
essionalExperience
essionalExperience:
The different positions hold on SITEL:
January – February : Operations Manager Campaign: HP
Team managed: Around Advisors, Team Manager and Technical Mentors.
Organizing and managing the HP Phone Technical Support team, ensuring
seamless customer service delivery.
Team Management Support, coaching, appraisal & performance management
Forecasting, scheduling and resources optimization workforce management
Act as primary contact between SITEL and HP program managers and establish a
strong working relationship with HP’s business partners.
Curriculum Vitae
Curriculum Vitae
Curriculum Vitae
Curriculum Vitae
Analyzing data customer satisfaction, complaints, service quality… to ensure
accuracy, identifying data anomalies and determining sources of these
occurrences.
Identifying KPI/PBI trends and working closely with Team managers and Technical
mentors to put in place the appropriate actions to improve or to maintain the
positive trend.
Organizing and leading weekly internal and external meetings to keep everyone
updated on project status.
Overseeing production, hiring and training while ensuring compliance with budget,
service quality and client requirement.
Preparing financial analysis and reporting Forecast, bill to pay, run rate...
December One year : Customer Experience & Process Manager Campaigns :
HP, Microsoft, Orange, AMEX
Managing the site’s quality monitoring team Quality Monitors
Leading quality & organizational audits on a regular basis following the standard
COPC
Create an on site total quality management process and a plan for a sustain
improvement affecting the production functions as well as the support functions
and ensuring compliance with quality assurance procedures.
Assisting the operations manager in overseeing overall service quality.
Identify and develop opportunities that can lead to improve customer satisfaction
based on the analysis and the interpretation of the data collected during the whole
customer experience life cycle surveys, complaints, feedbacks from the web...
Implement a new quality monitoring process aligned with the new campaigns and
the clients SOW Statements Of Work
April One year and months : Process & Procedures Specialist Campaign: HP
Technical Support Team & Entry Team – Media : Phone, email et CHAT
Developing and implementing operating process and procedures designed to
eliminate operating problems and improve Service quality.
Advanced process & procedure documentation as a wok flows created with MS Visio
and uploaded under HP SharePoint.
Working in close collaboration with HP on the new projects implementation and
change management.
Participating to the global process & procedure meetings on HP site Netherland
Leading internal process & procedure meetings with the operations managers.
April One year : Technical Mentor Campaign : HP IPG
Provide the support and the coaching needed to the technical advisers on a regular
basis technical advisers
Quality control of the technical support service delivered by the advisers through
remote and side by side monitoring sessions. Detect training needs.
Analyzing customer satisfaction results on a daily basis and providing the
operations manager with the appropriate actions from the technical point of view.
Delivering technical training Induction training, refresh, new product introduction,
new technologies...
Preparing advisers’ technical knowledge assessment and individual performance
improvement plan.
Attending various IT courses on HP site Amsterdam
September months : Technical Adviser Campaign : HP IPG:
Phone troubleshooting and customer support.
Complete focus on customer satisfaction trough first contact resolution.
.... Competences
Competences
Competences
Competences:
Professional skills :
Comfortable working with all levels of management and functional areas. Excellent
interpersonal and organizational skills.
Ability to work on multiple concurrent projects with little supervision, present complex analyses
in a straightforward manner, identify data anomalies and determine sources of these
occurrences. Excellent communication skills, customer service oriented.
Computer Skills :
Professional practice of MS Office
Advanced knowledge on Excel VBA and MS Visio
Excellent practice on MS Project
Programming on MS Visual Basic
Language skills :
Fluent in English, French & Arabic German : Basics
.... Interests
Interests
Interests
Interests:
Jogging, reading and listen to soft music.

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