Mohamed Ali MLIK

En résumé

Entreprises

• Stream Global Service - Expert (Superviseur)

  2012

• ADP - International Service Desk Manager

  Nanterre 2016 - maintenant  Ensure technical support (calls , mails , chats) for users in multiple sites in France Italy Spain and Tunisia.
   Cooperating with other teams in France, Prague, India, NL and Brazil to apply, improve/build common IT
  support processes.
   Provide day to day supervision and management of ISD South team (IT On site support , Level 2 , technical
  lead and quality lead and technicians).
   Managing on-site support team and level II for Tunis and France ADP offices.
   Performs staff scheduling to ensure Help Desk coverage during normal business
  hours and on-call support as required.
   Responsible on target achievement: production , resolution rate , backlog and user satisfaction.
   Delivering quality and production action plan.
   Prepare and share operational results with GETS Managers and the General Manager.
   Manage the Help Desk staff including consultation on performance evaluations,
  promotions, hiring and disciplinary responsibilities.
   Ensure business profitability to margin contribution level and budget management.
   Monitors problem management database and follows up with assigned personnel
  to ensure timely resolution of problems.
   Maintains a central source of information enabling Help Desk staff and support
  technicians to recover outages with minimal disruption to expected service levels.
   Ensures that decisions made to improve the overall customer support of the Help
  Desk are continually carried through .
   Coordinate training requirements of Help Desk personnel.
   Administer and manage payroll in accordance with company policy and procedures
   Putting in place corrective actions and levers to reduce costs or increase profitability with a clear and
  reliable Road Map : reduce number of calls , improving user satisfaction and clean backlog.

• Teleperformance France - Operations Manager

  Asnières sur Seine 2015 - 2015 Maintaining a good customer relationship based on transparency and Sharing Knowledge & Skills in order
  to improve the customer experience
   Maintaining professional relationships with Business Directors and clients.
   Putting in place corrective actions and levers to reduce costs or increase profitability with a clear and
  reliable Road Map.
   Ensure business profitability to margin contribution level.
   Contributing to the budget planning process and monthly forecasting updates.
   Provide day to day supervision and management of Dell team (Floor managers , experts, Team Leaders
  and agents).
   Production management, ensure the service level and queue service.
   Ensure team results and targets, motivate and develop skills.
   Delivering quality and production action plan.
   Schedule and coordinate team activities.
   Prepare and share operational results with the client weekly /monthly/ quarterly
   Reviewing the performance of staff, identifying training needs and planning training sessions
   Establishment of effective action plans relating to well defined situations
   Administer and manage payroll in accordance with company policy and procedures
   Responsible for understanding and complying with all company and team policies and procedures

• Convergys - Team Manager

  Neuilly-sur-Seine 2012 - 2015 Mission : Launch of HP Canada .
  Provide day-to-day supervision and management of HP Canada team (experts and agents).
  Production management, ensure the service level and queue service.
  Ensure team results and targets, motivate and develop skills.
  Delivering quality and production action plan.
  Schedule and coordinate team activities.
  Reporting (Scorecards, balanced scorecards, quality/production analysis).
  Prepare and share operational results with the client weekly and monthly.
  Reviewing the performance of staff, identifying training needs and planning training sessions.
  Establishment of effective action plans relating to well-defined situations.
  Administer and manage payroll in accordance with company policy and procedures.
  Responsible for understanding and complying with all company and team policies and procedures.

• Stream Global Services - Team Manager

  Angers 2012 - 2013 Mission : Establishment of effective action plans relating to well-defined situations.
  Ensure team results and targets, motivate and develop skills.
  Mentoring, coaching and technical assistance of a team
  Production management, ensure the service level and queue service.
  Reviewing the performance of staff, identifying training needs and planning training sessions.
  Administer and manage payroll in accordance with company policy and procedures.
  Analyzing and delivering quality and production action plan.
  Owner of C-SAT analysis and deliver quality action plan for the Primo SFR.

• Stream Global Services - Expert & trainer

  Angers 2009 - 2012 Mission : Launch of Acer Consumer (Support Agent)
  Mentoring, coaching and support of a team
  Production management, ensure the service level SL and SLA X sec.
  Analyzing and delivering quality action plans (Mystery calls and Customer Satisfaction C-Sat)

• Stream Global Services - Technician & assistant

  Angers 2007 - 2009 Mission : Provide technical assistance of Packard Bell products: PC, notebook / netbook, DHE, GPS.
  Ensure the good level of new hires .

• Firetech - Electronic equipment repair technician

  2005 - 2006 Repairing GSM phones and digital receiver

Formations

• American School (Tunis)

  Tunis 2006 - 2007 FST

• Faculté Des Sciences De Tunis (Tunis)

  Tunis 2002 - 2006 MI

Réseau

• Achref RKHISSI

• Anis TAZARKI

• Asma Nour El Houda BEN CHEDLY

• Med Amin CHEIB

• Rabii BEBBA

• Rihab BEN HASSINE

• Sofiane KHADHRAOUI

• Veronique MARCADON

• Yasser LABIDI