Hanane EL HADIQ

En résumé

Entreprises

• British Council - Country Customer Service Manager

  Manchester 2017 - 2018 manage the operation of integrated frontline service counter and the call centre.
  Ensure that the Customer Services frontline and call centre team effectively drive for excellent sales results.
  Customer relationship management (CRM) process within the framework .
  Be accountable for the customer service and sales indicators like customer feedback, EPR conversion, and mystery shopping scores for British Council Morocco.
  Ensure that service level agreement with various teams are met.
  lead on monitoring and analysis of data and report accordingly.
  Lead and/or support on different initiatives and projects in relation to customer services.
  Design and manage training programs for CS team morocco
  Manage CS budget
  Lead and drive quality monitoring in Morocco
  Lead on auditing processes analyze results and design policies and practices accordingly
  Integrate Quality Monitoring into Morocco BC operation.

• Palais Amani - OPERATIONAL MANAGER

  2015 - 2016 “Increasing profitability by turning prospective clients into guests and guests into loyal clients.”
  Participative management professional; results focused, entrepreneurial and practical. Progressive leadership experiences have created a passion for surpassing financial and service objectives via a combination of world class service delivery, lean operating methods, renewed marketing directions, and incentive driven rewards for team achievement. Derive genuine pleasure from transforming high-potential staff into outstanding leaders demonstrating the creativity critical to financial and operational success.
  • Operational streamline
  • vendor sourcing
  • Human resources management
  • Thorough knowledge of salesforce and dylog
  • Relationship building
  • Guest correspondence
  • First rate customer service
  • Staff training and development
  • Team building and leadership
  • Communication skills
  • Guest check in/ checkout
  • Decision making and analysis
  • Inbound and outbound sales calls

• Cort - Berkshire hathaway - REGIONAL SALES MANAGER

  2011 - 2014 Lead a sales team that assists international, national, and local corporations and individuals in transition. Using sales force helps with the planning and delivery of temporary office furniture, temporary housing for employees short and long term assignments, the purchasing of new and used furniture, both residential, office and corporate event furnishing. Leading sales training workshops and how to use salesforce to generate more business leads and manage sales cycles.
  Responsibilities:
  - Oversight the online transaction and manage all sales though our online portal
  - Manage the rewards program
  - Lead and execute deals that require strategic selling with corporations at the national and international basis.
  - Prepare monthly sales reports and present it to my regional sales manager and director.
  - Examine and search for sales pipelines and opportunities.
  - Manage and cooperate with the outside representatives.
  - Mange the inside team and implement training strategies to reach team motivation and effective productivity.
  - Train the inside and outside team on the role of cultural awareness and how it affects sales and negotiations. The importance of language and culture in business development and closing deals.
  - Manage and lead business development with the academia world (Universities, scholars, and national/ international students
  - Plan and prepare training materials.
  - Travel to participate in national training workshops on sales and management

• Big Discount Stores-BD's - REGIONAL EXECUTIVE/VP FURNITURE & DISCOUNT

  2005 - 2011 Increased the company’s growth by delivering new projects (inventory control, merchandising, buying and introducing new lines and opening new stores)
  • Identified resources required, assigned responsibilities and coordinated project staff directly and indirectly to ensure successful completion of the project.
  • Tracked project deliveries using project management tools.
  • Designed project documents to monitor project performance and ease of data retrieval.
  • Reported on project progress and communicated relevant information to superiors.
  • Tracked and resolved critical issues to minimize project risk factors.
  • Directed, supervised, supported and coordinated the project staff.
  • Communicated extensively with clients and vendors
  • Followed up with clients to verify satisfaction.
  
  Oversee all daily store operations; manage customer service and human resources, direct merchandising initiatives, and hire, train, supervise, and schedule 25 to 35-member staff.
  Manage sales, and train sales teams to boost profit and grow business.
  Project Manager responsible on opening new stores latest successful project is Saugus store
  Manage all financials including P & L, work closely with accountants, and ensure all accounts payable and accounts receivable are accurately processed.
  Train sales teams and lead the sales operation in the stores
  Work with multiple vendors on buying furniture and discount merchandise; negotiate favorable contracts.
  Apply strict standards on inventory control, price merchandise, and streamline warehouse for easy access.
  Collaborate on visual merchandising including store windows, headers, and floor layout.
  Obtain contracts with Welfare and Relocation Department(s) for furniture vouchers.
  Selected Achievements:
  Managed various locations including Attleboro, MA, Providence, RI, and Quincy, MA, Chelsea, MA and Saugus MA; communicate with each location to share information and ensure mutual success of operations.
  Significantly increased revenue at Quincy location; retrained staff, bought new line of furnishings and accessories, and built up client-base. Results: monthly revenues went from 30K to over $100,000, 2007-2008.
  Train and mentor staff on QuickBooks.
  Researched new sources for discounted merchandise and negotiated vendor contracts, saved company money while increasing revenues, year over year.
  Cited and settled discrepancies in vendor invoices, saved company upward of $12K, 2006.
  SUMMARY OF STRENGTHS & QUALIFICATIONS
  • Sales Management
  • Financial Management
  • Project Management​
  • Staffing / Scheduling​
  • Quality Assurance
  Cost Savings Initiatives​
  • Vendor Relations​
  • Health / Safety Compliance​
  • Staff Retention
  Employee Evaluations ​
  • Conflict Resolution​
  • Analytic Problem Solver​
  • Positive Outlook

Formations

• Suffolk University (Boston)

  Boston 2011 - 2013 Masters in International Relations
  
  Master in Political Science/International Relations, Suffolk University Boston MA.
  - Carried Special projects and research papers on immigration and human rights
  Such as Human Trafficking in Morocco and Russia
  - Study and training at the UN
  

Réseau

Pas de contact professionnel