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Fadhel LAHZAMI

VINCENNES

En résumé

Experienced manager specializing in organization and business analysis programs with strong experience and background in CRM and telecom sector.
Started my career as a CRM business analyst with CSC France, a leader in IT business consultancy. I progressed from software development to Business design with responsibility on key strategic IT deployments.
Employed by the Customer Services division of Orascom Telecom TUNISIA, I was responsible for implementing the CRM strategy, designing Business Processes and Information Systems. I was directly reporting to the Customer Care Director and was covering the disciplines of customer relationship management, program management and budgetary control. My key achievements included :
• The re-engineering & optimization of the CRM Business Processes and systems which improved the customer experience and reduced costs.
• The progressive transformation of the Customer Care division from a cost to profit centre. This was achieved by the adoption of a rigorous cost model and the launch of a directory service with business listings.
• The Introduction of a comprehensive project management methodology. This covered the full project life cycle from initial feasibility study to post implementation reviews.

Mes compétences :
Customer relationship
Customer Relationship Management
Information Technology
Management
Marketing
Microsoft Project
Microsoft Project Management
Product Management
Program management
Relationship
Relationship management
Technology
Télécommunications

Entreprises

  • Altime - Manager

    2011 - maintenant For the Tunisian Ministry of Tourism (4 months) :
    Appointed by the Secretary of State of Tourism to support the Ministry and the National Tourist Office in the development and implementation of the Tourism Recovery Program, I was managing the team in charge of:
    • The Contribution to the program development : lobbying, communication, trade... for six key markets (six countries)
    • The Organization and management of the implementation
    Support for the definition of governance arrangements of the National Tourist Office:
    • Design of a the Activity Report
    • Design of the Dashboard

  • Altime Charles Riley - Senior Business Analyst

    2009 - maintenant For a Tunisian Telecom Operator :
    I am leading the CRM project, managing the team on the streams Mass Market and Corporate, defining the CRM strategy : diagnosis of the customer lifecycle, CRM roadmap to improve customer experience (targeted customers, role of channels, customer segmentation, organization and process review...)

    For a Tunisian Telecom Operator :
    I was in charge of monitoring a Transformation Project. I was also in charge of the Logistics stream : define the new organization, job description...

    For the Technologies Direction of a Tunisian Telecom Operator (4 months) :
    I was driving a significant change to client (Operations Direction) business processes and organization. I am working closely with the whole Operations Direction in order to improve the Incident Management process and to exploit synergies between the Network and the IT teams. I am using the ITIL best practices and the Value Stream Mapping Method.

    For Ennakl, the tunisian distributor of Volswagen, Audi and Porshe (2 months) :
    I was first in charge of an IT diagnosis, detecting the improving axis, the program to launch and the projects roadmap in order to decline the IT strategy in accordance with the firm one. I was then in charge of redesigning the IT processes of Ennakl and reviewing the organization of the IT department, using the ITIL best practices.

    For a Tunisian Internet Services Provider / Internet Access Provider (5 months) :
    I was driving a significant change to client (telecom actor) business processes and organization. I was reporting to the chairman and working closely with the marketing, sales and customer care teams in order to improve business processes and to exploit synergies between firms of the group. I was using the industry best practices and the Value Stream Mapping Method. I was also in charge of reviewing the sales network and strategy (geomarketing, sales channels : direct and indirect network...) and the Customer Services organization.

  • Orascom Telecom Tunisia - Internal CRM consultant organization, process and IT

    PARIS 2007 - 2009 I was involved in a wide spectrum of activities, namely, maintaining a competitive customer care direction, focusing on service level performance, business prioritisation, rentability studies and strategic project management. I incorporated regulatory, legal and technical aspects in program management covering IT solutions, organization / training programs for customer service teams and business communication.
    Specifically, I am responsible for :
    • Key CRM business processes
    • Key projects : OTT directory service, CRM reporting program and its integration in the data warehouse, Knowledge Management program
    • Organizational and operational efficiency
    • Costs monitoring for Customers Support (Inbound Call Costs...), telemarketing (Outbound Call costs...), Back Office and Contracts Management.
    • Service Level monitoring

  • CSC - Consultant

    MONTAUBAN 2004 - 2007 SACEM (Music Authors and Editors Company - Paris - 2 years) : I was appointed functional consultant with responsibility for the contracting and billing modules implementation within Oracle ERP CRM modules (Contracting, Pricing, billing) implementation. The project was delivered on time, on budget and to customer expectation.
    PSG (a french first devision football club), CRM project :
    This customer had over-engineered its operational & system procedures. I was appointed functional consultant to redesign its procurement and billing processes. The project objectives were achieved with significant efficiency.

Formations

  • Conservatoire National Des Arts Et Métiers (Paris)

    Paris 2004 - 2006 Stratégie économique & Corporate Finance

    Master ASIF - Analyse Stratégique Industrielle et Financière

  • Institut National Des Sciences Appliquées

    Toulouse 1998 - 2004 Ingénieur SI

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