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<pre>Array ( [var] => cut_url ) </pre> Resume for IDRISS S. for Quality Assurance / Control / Telecommunications Services in ALGIERS, Algeria. Search More Resumes for Quality Assurance / Control on Resumark.com #R8YTTL623
 

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Resume for IDRISS S. for Quality Assurance / Control / Telecommunications Services in ALGIERS, Algeria




Occupation: Quality Assurance / Control Industry: Telecommunications Services
Country: Algeria City: ALGIERS
State: Alger ZIP: 16000



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Idriss SIHASSEN
ans
, rue LafayetteBt G
Married
– AlgiersAlgeria
French Algerian
Mobile : + ..
EMail:
Mobile : + ..
AMBITIONS
My ambition is to join a multinational company and apply for a position that grants a defined career plan, and
offers opportunities to grow. Thanks to my experience in the fields of Management, Customer Services and
Customer Care, Quality Management and Reporting as well as my organisational skills.
PROFESSIONAL EXPERIENCE
Jan – Till now: Orascom Telecom Algeria – Algiers, Algeria
Front Offices Audit Manager / Corporate Strategy / Total Quality Management
Mission: Audit and control the quality of service of the Customer Service Department
Audit the quality of service done by the Call Centers and the Shops to the customers.
Audit the customer complaints management process overall the back offices
Audit the processes and the procedures
Give the preventive and corrective actions to all the concerned departments to improve quality
Establish and Follow up of the actions plans
Insure the action plan and the correctives actions are well applicated
Establish regular presentations to the top management, including statistics, comparison, improvements…
Jan – Dec : Orascom Telecom Algeria – Algiers, Algeria
Audit Analysis Manager / Corporate Strategy / Total Quality Management
Mission:
Control quality and audit of the customer services department
Double listening of the Call Centers, evaluation and improvements recommendations.
Establishing and Auditing the process and the procedures overall the company.
Insure the analysis of all the quality audits done by the Department
Insure to give improvement recommendations & actions plans.
Jan – Dec : Orascom Telecom Algeria – Algiers, Algeria
Quality Audit & Reporting Manager / Corporate Strategy / Total Quality Management
Mission:
Insure the Reporting and the Analysis of performance indicators related to the Integrated Management System
of the company ISO , & .
Detect the possible improvement on the company products, services and network, by means of quality internal
and external audits
Responsibilities:
Analyse and report on a weekly and monthly basis the performance indicators
Build regular presentation of the KPIs for the top management
Planification of the necessary audit
Analyse the results, build action plan and follow up of the necessary actions
Analyse the results and build presentation to the top management with the necessary corrective actions to be
implemented.
– Dec : Orascom Telecom Algeria – Algiers, Algeria
Programme Management Office Manager / Customer Services Department
Activities
Project Management
Control and Follow up of transversal projects
Quality Management
Procedure Control, ISO , ISO
Reporting & Control
Statistical reporting related to the customer service department
Incentive Management
Performance appraisals and evaluation
Mission:
Coordinate all the tasks, activities and projects of the Customer Service Department, which is composed of
almost employees, including the following services: Call Centers, Back offices, Fraud, Collection,
Loyalty, Training, Technical support, Corporate and VIP and Shops
Responsabilities :
o Follow up the implementation of the strategy at the department level.
o Advice the direction about actions related to the implementation of the strategy.
o Coordinate actions between all the departments
o Detailed Planning control of all the services.
o Establish actions plans.
o Implementation of the project management tools
o Implementation of methods and tools in order to improve the abilities
o Audit and control of department process.
o Responsible of the ISO and ISO Certification for the customer service department
o Prepare daily, weekly and monthly reports on due date.
o Prepare detailed presentation for the top management
o Evaluation of the KPIs of the customer service and data analysis.
o Prepare forecasts and plans related to volumes number of calls.
o Set up of a specific model for the employee performance analysis monthly, quarterly and annually.
o Control and Analysis of the employee’s performance.
o Employee motivation actions through specific means.
Sep – : Orascom Telecom Algeria – Algiers, Algeria
Management Information System Supervisor / Customer Service Support
Responsabilities :
o Insure the Reporting of the Customer Services
o Manage the information systems.
o Technical Support to the customer services coordination with IT and Technical Dpt
PROJECTS SUCCESSFULLY REALISED :
Employee Evaluation System : Conception of the Customer Services Evaluation System / measure the
employees performances on a monthly basis
Creation of the Training & Evaluation Online » on a web interface
Call Center Data Warehouse in coordination with IT Department
Responsible of the ISO and ISO certification for the Customer Services Department
FORMATIVES ACTIONS :
o Participation in creation of Customer Services Call Center…
o Recruitment & Training of Customer Services Staff
Sep – Aug : Fruital CocaCola, Alger– Marketing Department
Sales assistant in charge of the marketing studies as well as promotions and
advertisements
Market analysis and follow up of the marketing plan.
In charge of the reporting for both H.O and distribution direction.
Follow of the advertising campaigns
In charge of the sponsoring activities
Follow up of the customers
In charge of the rep. Office of Coca Cola at the International fair June .
EDUCATION BACKGROUND
:
Licence “Commercial Sciences” – National Business Institute, Algiers
Option: Marketing – Commercial & Marketing Studies.
« Fruital Coca Cola Company Strategic evaluation related to the soda market for the short and
medium term »
:
DEUG er Year economic – Orleans University France
:
French Baccalaureate Sciences, Algiers

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