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Boudarraja SOUFIANE

MONTPELLIER

En résumé

A reliable and innovative person with the ability to connect the dots on any scale. Proven ability to deal with customers during critical situations with a high level of satisfaction and in a manner that fosters positivity among teams.

I am excellent at establishing good cross functional working relationships with a strong interpersonal skill. I enjoy leading projects and programs in busy and challenging workplace under tight deadlines. I am passionate about winning and analyzing numbers. The last 4 years, I developed negotiation and selling skills as I’m involved on contracts and proposal with new Partners additional to what I learned from Sales operations, Call centers, Training, Manufacturing, Supply Chain and Logistics.

Thus far, my satisfying accomplishments are my career progression and its diversity and the world experiences I have gained from my family, friends, mentors and travels.

Mes compétences :
Microsoft office
Kana
CMS
ARIBA

Entreprises

  • Dell S.A - EMEA SLA Intake Manager

    MONTPELLIER 2010 - maintenant Part of the Global Customer Project Team, i'm in charge of the following:
    - Global responsibility for the management of key customer accounts impacting excursions.
    - Setting accurate & predictable delivery expectations for Dell’s customers and executing to them.
    - Governance of Sales, OEM and the Global Customer Programs (GCP) teams to manage the intake of accounts into the SLA (Service Level Agreement) Management function with a global scope.
    - Develop & implement programs to drive increased Customer Loyalty – Net Promoter Score.
    - Engage at a detail level with Sales/GCP at RFP (request for price) stage.
    - Build a charging model based on current global best practice and drive this requirement with Sales Team.
    - Promote and sell the value proposition of the function to Customer/Sales/OEM/GCP.
    - Acting as Expert in Supply Chain model and the impacts on SLA of material shortage, Warehousing and Distribution.
    - Attend a monthly and/or quarterly Business review with SLA Customers and present the results.
    - Manage the SLA Manager Team and work on their personal development & career path.

  • Dell - Customer Care Quality Coordinator

    MONTPELLIER 2009 - 2010 - Coordinate both of Coach and Resolution Expert Team.
    - Create, update and follow the Customer Care Reporting.
    - Analyze and develop the correct action plan to improve the Customer Care metrics
    - Improve the Customer Care process and Tools for Large Enterprise and Public customers.
    - Permanent relationship with the various DELL’s departments for better collaboration.
    - Training and mentoring of new coach or resolution expert.
    - Leading all Customer Care transitions from Europe to Casablanca.
    - Single point of contact with Americas and APJ regions to be aligned in Care Business (Delta Tool).
    - Implementation of necessary tools to improve the customer care productivity.

  • Dell - Business & Quality Coordinator

    MONTPELLIER 2007 - 2009 Scope: Order Processing, Customer Care & Call Management Group
    - Operational Management of Casa support Team (Coach, Validators, Business Analyst, Quality Analyst and Capacity Plan).
    - Management of EMEA Project (Tools, Process and Reporting).
    - Daily and Weekly Call with EMEA support Team to discuss and implement the correct action plan in order to improve the velocity of order processing, validation errors and coaching actions.
    - Weekly Call with EMEA Senior Manager to monitor the activities.
    - Single point of contact between Sales and Marketing Teams to develop the product Training Decks.
    - Training and mentoring of Support Team.

  • Dell - Executive Escalation Specialist,

    MONTPELLIER 2006 - 2007 - Processing mail & fax sent by the layers and consumer associations in France, Spain & Italy.
    - Escalate all the anomalies due to wrong managing of customer’s request to different departments
    - Weekly Call with EMEA Legal Team in order to share the best practices and implement the corrective action plan
    - Daily call with DELL’s layers to discuss the ongoing disputes with customers.

  • Dell - Customer Care Specialist

    MONTPELLIER 2005 - 2006 - Managing requests coming via e-mail.
    - Coordination between various departments for a prompt resolution of customer’s request.
    - Improve the process and procedure using the customer’s complaint and escalation for better satisfaction.
    - Managing the ‘CETELEM’ litigation cases for consumer customer and DFS for Professionals one

Formations

  • Ecole Des Hautes Etudes Professionnelles (HEPro) (Casablanca)

    Casablanca 2005 - 2007

Réseau

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