Assaad CHAKROUNA

En résumé

Entreprises

• DELL EMC Morocco - Learning & Development Senior Advisor - Global Talent & Culture-

  2017 - maintenant Role Overview
  ***************
  Responsible for driving all learning & development, training and employee development activities for Dell EMC Morocco.
  Design, implement and administer training programs, best practices and procedures to all levels of employees.
  
  Role Responsibilities
  *********************
  • Deliver high value professional and skill-based training
  • Assess applicability and value of course materials
  • Instruct participants in classroom and/or group sessions
  • Prepare curriculums including method, media and documentation to be presented
  • Develop concise content, methods and materials for training staff
  • Coordinate specific activities for team member training and development programs
  • Use needs assessment tools to determine effectiveness of proposed training programs
  • Assist leadership in the development of solutions through organizational development and cultural and process-oriented perspectives
  • Work closely with leadership in the implementation of corporate policies related to organizational and team member development at the business unit or division level within a region
  

• Freelancer - Consultant - Coach Professionnel Certifié EHTP & CPP

  2014 - maintenant A mes séances de coaching j’apporte le résultat d’une expérience professionnelle diversifiée de plus de 16 ans dans les domaines de la vente, la gestion de la relation Client, le coaching des individus et des équipes, le leadership et le Management d’équipes.
  
  Durant ces dernières années :
  -J’ai travaillé avec de nouveaux leaders qui cherchaient à parfaire leur confiance et les compétences nécessaires pour devenir des managers plus forts.
  -J’ai coaché des Managers seniors qui voulaient améliorer leur efficacité, leur communication et leur influence sur leurs équipes et leurs organisations.
  -J’ai accompagné des parents à développer des techniques et des stratégies pour renforcer la confiance de leurs enfants, réduire leurs niveau de stress et d'anxiété et créer un climat familial plus stimulant et harmonieux.
  -J'ai aidé des demandeurs d'emploi qui étaient dans le désespoir à retrouver leur place dans le marché de l’emploi. ( Gestion de carrière, CV, lettres de motivation, profils en ligne, le réseautage, image de marque Personnelle, entretiens d’embauche et négociations de l'offres … etc).
  -J'ai travaillé avec des vendeurs et des équipes commerciales pour les aider à maximiser leurs ventes et à atteindre leurs objectifs financiers et leurs profitabilité.
  -J’ai accompagné des couples et des personnes qui voulaient améliorer leurs relations et trouver cette « expérience spéciale » avec leurs partenaires ou partenaires potentiels.
  -Et j’ai travaillé également avec des confrères coaches pour améliorer réciproquement notre pratique et la qualité de notre coaching au quotidien.
  
  

• Dell Inc, - Customer Care Manager

  2010 - maintenant - Directly manage two teams of Customer Care Associates
  - Coordinate Daily activity of the team members and in order to ensure the productivity, velocity and quality targets set are exceeded
  - Select & hire new team members and proactively manage attrition
  - Develop and manage Headcount, shifts and Outage plans
  - Provide Direct advice and guidance on escalated customer issues
  - Coaching and performance management for team members
  - Cooperate closely with Coaches and Trainers in order to ensure appropriates and timely managed training program and coaching activities for all areas
  - Ensure the best Customer Experience and Productivity through Process Improvement & Problem solving
  - Work with Management to develop and Implement Strategic plans, Initiatives and direction
  - Create & develop efficient partnerships with other Departments
  
  

• Dell Inc. - Sales Team Manager

  2008 - 2010 Leading a Sales representatives Team ensuring Desktops, Laptops and S&P sales for Spanish market.
  _Managing People:
  • People Development, recruitment, training and Performance Management
  • Generate a positive team environment and provide strong leadership.
  • Motivate and guide the team to ensure delivery of individual performance against target, constantly reinforcing the highest levels of ethical and customer focus standards.
  • Coach and develop individual team members ensuring they have the skills and knowledge to succeed in current and future job roles
  • Agree and share realistic objectives that should be regularly reviewed.
  • Provide support and mentoring to each individual
  
  _Driving the team to meet and exceed Operational targets and objectives:
  
  • Revenue, Units, Margin & close Rate Maximization
  • Improve Customer Experience and NPS
  • Ensure Quality Targets are respected: Minimize Cancellation and Cost of Dissatisfaction
  
  _Strategic Planning & Vision
  • Enhance the cross- functional cooperation and work with Business support Teams to deliver a superior customer experience internally and externally
  • Establish and develop strong and lasting customer relationships
  • Manage the Capacity planning to support the business
  • Daily, weekly, monthly and Quarterly Reporting on the activity
  • Ensure all actions and initiatives are aligned with the company’s Vision and Values
  
  

• Dell Inc, - Sales Team Coach

  2005 - 2008 Responsible for helping Sales Representatives in Different areas of the business to improve their knowledge and execution, using the tools and methods of coaching and providing answers and information needed at each stage of their evolution.
  • Understand business teams needs / strategy and metrics.
  • Ensure by coaching that the team achieves targets score on or above the targets
  • Deliver the SMART coaching session to the relevant audience
  • Communicate and align in regular meetings with Management and support team
  • Take full responsibility and ownership of Sales Representative improvement plan and drive their proficiency.
  • Contribute to team’s performance and working environment .
  • Maintain & update an individual score card (Different KPI)
  • Identify individuals gaps and put in place action planning to cover them
  
  

• Dell Inc, - Sales Representative

  2004 - 2005 Achieve and exceed Monthly and Quarterly Sales targets by selling IT solutions ( Desktops, Laptops, Servers and S&P ) to Spanish Customers in Different Segments
  Respond to Inbound Customer calls , providing direction and support for customers queries
  Actively seek opportunities to Up-Sell and/or Cross-Sell
  Quote Customer on IT solutions via Phone and Email
  Create and Maintain lasting Customer relationship through excellent Communication skills, order follow-ups and business Consulting
  Drive the business using all the resources available: CRM, Out bounding Calls , Inbounding Calls
  Work closely with Managers and Coaches to continuously improve business results
  
  

• Atento S.A - Call Center Supervisor

  Las Tablas 2001 - 2004 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
  • Take calls and handle escalated customer issues as needed
  • Support the call center by participating in cross-functional meetings to give input on improvement opportunities
  

Formations

Pas de formation renseignée

Réseau

• Abdelkrim BSILI*

• Amale FAHMANI

• Amine BELHAJ

• Ataa ZEKRI

• Driss MERROUN

• Hicham WIFAQ

• Ibtissam JAAFARI

• Ilham BAHA

• Nabil SAID

• Saâd BOUYARMANE