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Sitel
- Continuous Improvement Site Manager - & Executive Board Committee Member
Paris
2014 - maintenant
• Global Quality, Process and Program Senior Manager, and predominately work with FTSE 100 & Fortune 500 clients worldwide (Bouygues Telecom, SFR, Orange, Samsung, Groupon, Bell Canada, Philips, Mobistar, Lastminute.com, Toshiba, AXA,...) regarding quality Customer Experience and satisfaction, quality matters, Continuous Improvement, Process, CSAT, NPS, AHT, FCR, SLA,...
• As Executive Committee Member, also he works in collaboration with Site Directors (1600+ FTE between Rabat & Casablanca) to ensure the deployment of the standards and processes on all sites in the region.
• Prepare and coordinate audits and Clients qualities, conduct the NF 345 standard for Morocco Sites, Maintaining the PCI-DSS.
• Monitoring component of the LRS in collaboration with the HR department as part of obtaining the label.
• Work with White, Green and Black Belt to identify and prioritize needs Lean Six Sigma.
• Ensure continuous improvement process for the region.
• Coordinate the implementation of the standards and processes on the region.
• Provide functional guidance to the Site Directors in the region.
• Carry out the Morocco audits as requested by the hierarchy.
• Assist operations out of bad situations at the project level (Quality, NPS, CSAT, AHT, performance...).
• Comply with the group's policy and procedures in terms of safety.
• Provide business improvement and process optimization, operational management.
• Manage, lead and motivate teams with an open challengeant style.
• Control Process, Lean Six Sigma, project management methodology and operational Matrix.
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Relocation Enterprises Group
- Immigration & Relocation Morocco Country Counsellor
2011 - 2012
- Local country counsellor for Relocation Enterprises Group in Morocco with expertise in international Corporate immigration services for expatriats, providing premier relocation services, and languages training.....
- Morocco Immigration Specialist with experience dealing with: international assignment, global mobility and/ or expatriate management issues; strategic excellent understanding of the assignment life cycle and the associated issues.
- Handling Global Mobility management within a large multinational company relocating a significant number of expatriates from over the world.
- Coordinating global case work management - immigration processes high profile assignees from blue chip companies in Morocco.
- Managing and facilitating the work permit process for senior employees, C-level and executives.
- Liaising directly with clients providing advice on immigration processes and procedures for different countries
- Pre-trial assistance in case of appeal/rejection of residence permit application.
- Communicating directly with governments and representatives, maintaining monthly knowledge of complex immigration policies and procedures.
- Overseeing and dealing with additional queries and associated administrative matters.
- Dealing with relocation issues, real estate negotiation, lease agreement's assistance in drafting and during the signature of a contract; pre-trial assistance.
- Some corporate customers portfolio I handled (Dell, Zurich Insurances, Pfizer, Alcon, Novartis, Bombardier, Cummins, Kosmos Energy, GDF-Suez...)
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EMC Network
- Immigration & Relocation Morocco Country Counsellor
2009 - 2012
- Local country counsellor for Relocation Enterprises Group in Morocco with expertise in international Corporate immigration services for expatriats, providing premier relocation services, and languages training.....
- Morocco Immigration Specialist with experience dealing with: international assignment, global mobility and/ or expatriate management issues; strategic excellent understanding of the assignment life cycle and the associated issues.
- Handling Global Mobility management within a large multinational company relocating a significant number of expatriates from over the world.
- Coordinating global case work management - immigration processes high profile assignees from blue chip companies in Morocco.
- Managing and facilitating the work permit process for senior employees, C-level and executives.
- Liaising directly with clients providing advice on immigration processes and procedures for different countries
- Pre-trial assistance in case of appeal/rejection of residence permit application.
- Communicating directly with governments and representatives, maintaining monthly knowledge of complex immigration policies and procedures.
- Overseeing and dealing with additional queries and associated administrative matters.
- Dealing with relocation issues, real estate negotiation, lease agreement's assistance in drafting and during the signature of a contract; pre-trial assistance.
- Some corporate customers portfolio I handled (Dell, Zurich Insurances, Pfizer, Alcon, Novartis, Bombardier, Cummins, Kosmos Energy, GDF-Suez...)
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HP CDG IT SERVICES MAROC
- Quality Management
SALA ALJADIDA
2009 - 2014
EMEA Service Delivery Excellence Team Member, EMEA Projects Management Team Member, Transition and Transformation Manager, reporting and workforce Management.
Senior Quality Analyst & Training Manager in Infrastructures ITO / Business Process BPO - Global Service Desk :
- Senior Service Delivery Management Team - EMEA Global accounts :
- EMEA IT Projects- CAT, Alcatel Lucent, Delphi, Eli Lilly, Société Générale projects.
- BPO Projects- Accor Hospitality (Lucien Barrière, Sofitel Luxury Hotels, Pullman, MGallery, AllSeasons, Mercure, Ibis, Adagio, Etaphotel and Formule1) Project.
- Lean Six Sigma Green Belt "Optimization of workforce Management".
- Recruitment and follow-up
- Implementation and Continuous Improvement of process and quality.
- Reporting Specialist.
- Transaction Monitoring : Call monitoring, Case checking, Feedback & coaching, Call calibrations, Training need identification...
- Customer Satisfaction : CSAT/DSAT Analysis, Verbatim Analysis, Segmentation analysis, RCA..
- Pre-Emptive Escalation : Track & Report input metrics, Proactive identifications of possible issues, Facilitate corrective actions...
- CCMS : Complaints and Compliments Management System, Customer Complaints & Compliments, Tracking, RCA, Close looping with Delivery..
- Service Improvement Programs : Account specific, continuous improvement projects, UAT panel..
- ADM Survey : Account Delivery Management, Gather feedback from ADMs, Identify Action Plans based on feedback, Report out the feedback along with Actions Plans...
- Global Service Desk : Quality Assurance Management.
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Atento S.A (Grupo Telefonica - España)
- Operations Manager
2008 - 2009
Managing multiple BPO accounts : National Information & International Information 11825 (Información internacional), 1005//1008/1408 (Conferencias con el resto mundo a través de Operadora), 1009/1409 (Conferencias con España a través de operadora), 096/1212 (Aviso y Despertador) España Directo, Campaña de Cooperantes de la Fundación de Telefónica...Coordinate operations within ATENTO Morocco -Telefonica España-
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Atento S.A (Grupo Telefonica - España)
- Supervisor
2004 - 2008
Directly supervise a team of call center agents handling information inbound Calls for Telefonica España S.A
- Provide and document performance feedback through side-by-side coaching and performance reviews
- Appropriately address human resource issues, such as attendance and interpersonal conflicts in the workplace; consults Department Manager and/or Human Resources for guidance as needed
- Improve customer satisfaction and call quality by monitoring and giving feedback
- Increase effectiveness of call monitoring by calibrating with the quality department
- Handle escalated customer issues as needed
- Support the call center by participating in cross-functional meetings to give input on improvement opportunities
