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Med Aymen BARKI

Vélizy-Villacoublay

En résumé

Mes compétences :
Forecasting
SLA
World class customer support
Problem solving
Planning skills
TeleTu Italian customer support
Team Management
Process development
Process Improvement
Performed competitive analysis
PayPal Italian customer support
Microsoft Word
Microsoft PowerPoint
Microsoft Excel
Managerial Skills
I give assistance
Financial Services
Customer Experience
Conflict resolution
Competitive Analysis
Assessed organizational training

Entreprises

  • Transcom WorldWide - Team Leader

    Vélizy-Villacoublay 2014 - 2015 Team Leader PayPal French & MENA Customer Support
    * Lead a team to meet/exceed departmental objectives, targets and performance
    goals

    * Maintain departmental standards for Production, Quality and Customer
    Satisfaction

    * Schedule, prepare and lead 1 to 1, coaching and team learning sessions

    * Collaborate with Forecasting and Planning Team to achieve Service Level
    Agreements

    * Identify and support new strategies to improve performance and quality

    * Inform the Management regarding necessary changes and updates; including
    product related policies and procedures, upgrades and customer care issues.

  • Transcom WorldWide - Team Leader BravoFly Italian & French Customer Support

    Vélizy-Villacoublay 2013 - 2014 * Lead a team to meet/exceed departmental objectives, targets and performance
    goals

    * Maintain departmental standards for Production, Quality and Customer
    Satisfaction

    * Schedule, prepare and lead 1 to 1 and coaching

    * Collaborate with Forecasting and Planning Team to achieve Service Level

    Agreements

    * Identify and support new strategies to improve performance and quality

    * Inform the Management regarding necessary changes and updates; including
    product related policies and procedures, upgrades and customer care issues.

  • Transcom Worldwide - Team Leader FASTWEB Italian Customer Support

    Vélizy-Villacoublay 2012 - 2013 * Lead a team to meet/exceed departmental objectives, targets and performance
    goals

    * Maintain departmental standards for Production, Quality and Customer
    Satisfaction

    * Schedule, prepare and lead 1 to 1 and coaching

    * Collaborate with Forecasting and Planning Team to achieve Service Level
    Agreements

    * Identify and support new strategies to improve performance and quality

    * Inform the Management regarding necessary changes and updates; including
    product related policies and procedures, upgrades and customer care issues.

  • Transcom Worldwide - Lead Quality & Trainer Italian PayPal Customer Support

    Vélizy-Villacoublay 2009 - 2012 Quality:

    * Provide world class customer support, leadership, guidance and on-going
    coaching requirements to the advisor's.

    * Monitoring, documenting and maintaining records of the new hires mentoring
    performance and progress providing regular feedback to the management.

    * Provide quality mentoring to all new hires who join the department working
    one-on-one and in small or large groups.


    Training:

    * Deliver training to the new hires for the roll-out of PayPal customer service in
    Tunisia.

    * Evaluate performances and supporting customer service quality and training
    efforts.

    * Provide support and guidance to the Partner representative advisor's.

  • Transcom WorldWide - Italian Customer Support Representative

    Vélizy-Villacoublay 2008 - 2009 Transcom Worldwide Tunisia - Tunis, TUNISIA

    * Customer representative on PayPal Italian customer support, I work on to
    support customers with their accounts, read transactions and explain process.

    * I give assistance by phone and e-mail while complying with standards required
    by PayPal & Transcom Worldwide.

    * Provided accurate and appropriate information in response to customer
    inquiries.

    * Demonstrated mastery of customer service call script within specified
    timeframes.

    * Maintained up-to-date records at all times.

    * Built customer loyalty by placing follow-up calls for customers who reported
    product issues.

    * Led the selection and implementation of a new phone system.

  • Transcom WorldWide - Italian Customer Support Representative

    Vélizy-Villacoublay 2007 - 2008 Transcom Worldwide Tunisia - Tunis, TUNISIA

    * Customer representative on TeleTu Italian customer support, I work on to
    support customers in the reading of the bill and to solve small problems
    connected to the phone line.

    * Provided accurate and appropriate information in response to customer
    inquiries.

    * Demonstrated mastery of customer service call script within specified
    timeframes.

  • Transcom World Wild - Team Leader

    2007 - maintenant A Manager with seven years' experience within Financial Services, Service Contact Centre and Travel agencies environments. Strong leadership, problem-solving and planning skills acquired across a wide range of demanding roles. I bring energy and accuracy to each role that I undertake and always maintain focus on ensuring a positive customer experience.

  • TRANSCOM WORLDWIDE TUNISIA - Lead Quality & Trainer

    2007 - 2011

Formations

  • Asset Mgmt & NoiCon (Tunis)

    Tunis 2013 - 2013 Process development of managerial skills

  • Avelli Group (Tunis)

    Tunis 2011 - 2011 Training Of Trainers

    During this training I learned to understand the Trainer Job, prepare and conduct
    training, measure effectiveness of training.

  • UNIVERSITY OF ECONOMIC SCIENCES AND MANAGEMENT OF TUNISIA (Tunis)

    Tunis 2003 - 2005 No one

    1 st year

  • Lycée El Menzah 9 (Tunis)

    Tunis 1998 - 2003 Bachelors Degree

Réseau

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