Abdessalam AHROUCH

En résumé

Entreprises

• TELINDUS - Belgacom - Request & Service Level Manager

  2017 - maintenant Chargé de la rédaction des process pour le Request & Service Level management
  Supervision du projet de définition du Catalogue de Service
  Responsable de la qualité des process et de leur conformité vis a vis des réglementations en vigueur, de l'architecture technique et des contrats
  Manage le cycle de vie du process et l'édition de la documentation associée (interne & client)
  SPOC pour tout changement concernant les process
  Promoteur et ambassadeur auprès des équipes afin d'assurer l'adhérence au process
  Responsable de la coordination et du planning des activités en lien avec la performance, le monitoring et le reporting (interne & client)
  Suivi et reporting des performances opérationnelles
  
  

• Avantida NV - Support Desk manager

  2015 - 2016 Service Desk Manager for a Antwerp based Start-Up creating inventive solutions for Ocean carriers and Logistics Companies
  Identify, analyze, and correct hazards to prevent future re-occurrences.
  Post-incident analysis, contingency planning, exercise and training of the Service Desk
  Escalation to DevOps team to implement workarounds and feed backlogs Items
  Implementation of pro-active policies to ensure tracking of disruptions and fast recovery
  Evaluation of the ticket management and customer satisfaction (Improvement of over 30% in 1 year)
  Translation of the Portal from English to Spanish & French
  Creation of internal user guides and training documents in English, Spanish, French
  Reduction of backlog tickets from more than 100 to 0
  

• KPN - Incident Manager

  2014 - 2015 -Single point of contact and main responsible facing to the Client for the incident management and services delivered
  -To ensure the setup of new services and incidents in terms of time/quality/budget
  -To ensure a proper communication with 3rd parties and Customer Account Manager
  -Monitor and manage the Client relationship and satisfaction
  -To solve potential issues that may prevent the satisfactory and timely completion of the services/projects
  -Customer delivery tracking, responsible for management of client’s claims. Escalation instance for the customer.
  -Negotiation of scope changes, in terms of responsibility/time/budget.
  -Inside KPN, acting as the interface between Problem/Change & Architecture Departments
  -Reporting for France Spain and Belgium incidents delivery and quality

• Atos - External Consultant - Operations Manager for KPN Service Desk

  Bezons 2010 - 2014 In charge of the management's layer and Level II support of the Atos Origin Service Desk based in Tenerife (back office) for the KPN France project
  Coordinate incidents involving multiple suppliers
  Follow up on day to day ticketing
  Improve intern and vendors process management regarding Fraud analysis, portabilities, payments, logistic and network issues.
  Active follow up of tickets raised and supplier's SLAs monitoring
  Quality coordinator and point of contact for massive incidents
  Supervision of the release process and the root analysis of incidents
  Organize meetings with Spanish, French and Chinese suppliers to identify and solve issues raised
  In cooperation with KPN France, define processes and ticket release planning
  Prepare manuals and training plans for the Service Desk agents
  Detect future needs for the Service Desk team in training and quality areas

• American Express - Risk Analyst

  RUEIL MALMAISON 2009 - 2010 Working for the French and African market
  Managing the risk for every transaction raised by the system and decide the resolution
  Working as Credit and Fraud Analyst after 5.30 pm (decisionning, collect debt, verify transactions, data mining
  Working with Fraud Inspectors to perform arrests when suspicious transactions are detected.
  Meetings and training scheduling, raising issues and follow up.
  Giving support to new starters

• Hewlett Packard Enterprise‎ - Team Manager for GM CAC

  2008 - 2009 Team Manager of the General Motors Customer Assistance Center
  Supervision of over 25 Customer Service Representatives
  Tracked call traffic of the employees and identified the areas that need to be improved
  Scheduled training sessions and meetings
  Lead the French team successfully and achieved the set goals.
  Metrics targets achieved during 8 successive months.
  Decreased the turnover of staff by less than 2% resulting in reducing HR costs
  Reporting to General Motors Executives to discuss action plans and business needs.
  Best Performance Award 2008

• Clientlogic - Technical Representative

  2005 - 2007

Formations

• Université Hôtel Dieu Le Comte

  Troyes 2002 - 2005 Human & Social Sciences

• Lycée Camille Claudel (Troyes)

  Troyes 1998 - 2002 Lettres & langues

Réseau

• Angélique LE MOING

• Cecile VICTORIA

• Charlotte PICHOT

• Elsa VIARDET

• Hassan MENAY

• Jean-Marie DUMAS

• Marco FELGUEIRAS

• Nicolas AERTS

• Samir DAHHOU