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Refka MKK

Paris

En résumé

Mes compétences :
Microsoft Office
Microsoft Word
Microsoft PowerPoint
Microsoft Excel
spontaneous training
manage conflicting demands
clear communication skills
Microsoft Windows XP
Microsoft Outlook
Managerial Skills
Languages skills
Employee management
Customer Relationship Management
Adobe Photoshop

Entreprises

  • Orange - Supervisor

    Paris 2015 - maintenant Available to provide helps for my team (need of information, assistance, coaching, motivation take conflicts call, etc...)
    -supervise my collaborator through managerial skills.
    -evaluate the performance of the team member and provide appropriate feedback.
    -make a control panel for each new validation
    -Employee management ;
    - Accompaniment the customer agent for their daily ;
    - Support clients level 2
    -analysis and production data live
    -Action plan for agents which are far away from the objective.

  • Orange - Front office supervisor

    Paris 2015 - maintenant

  • Orange - Customer service specialist

    Paris 2012 - 2015 : customer service specialist: dealing with all type of customer (
    VIP/B2B/retailer/stores/distribution channel)
    * Other functions: telemarketing operation, customer satisfaction studies, feedback and Sales operations.
    -project contributors LSS project for orange Tunisia: (1-customer suggestion/ 2- personalization and courtesy)

    -Actual ambassador for COPC certification.
    -Training in 2014: spontaneous training as assistant and receptionist in Mozart hotel in Belgium
    -training in 2011: resource human service: Orange Tunisia.
    -2011: Mission for 6 months: Supervise a team of `customer advisors' integration and rise in skill. ;

  • Orange - Customer advisor

    Paris 2010 - 2012 Main tasks: give information to clients, help them to be able to understand their needs and how to use mobile or internet devices. This requires clear communication skills, ability to read customer's need or meaning, knowledge of the product, attentiveness and using positive languages.

  • lawyer office - Administrative Assistant & lawyer

    2010 - 2010 Main Activities:
    - Answer to telephone enquiries from customers
    -Type correspondence, reports and other documents (Creating and modifying documents using Microsoft Office.)
    - Maintain office files
    -Open and distribute the mail
    - Setting up and coordinating meetings and conferences ;
    -Coordinate repairs to office equipment
    -cooperate a range of office machines such as photocopiers, computers and faxes
    - Ability to multi task and manage conflicting demands. ;

  • delta consulting - Translator

    2009 - 2009 * Translated languages: Arabic, English, French and Italian for seminars and meetings.

  • Teleperformance - Team manager

    2009 - 2010 `Teleperformance' (call center) « operation SFR France »
    Front office supervisor in a call center, I take charge of a team of client advisors, I am responsible for their qualitative and quantitative results while ensuring their growing competence
    -Supervising the day to day activities of a team of 8 staff.
    -Managing team and individual performance ;
    - Organizing work load, allocating tasks, tasking team on a daily basis.

  • ADSL - Customer service agent

    2006 - 2008

Formations

  • Institute Of Human Sciences (Tunisia)

    Tunisia 2005 - 2009 Bachelors Degree

    : Bachelor's degree in applied and modern languages « specialty: economy and business »from The Higher Institute of Human Sciences Tunisia; `translation: English, French, Italian and Arabic' (Business English, Economy, marketing, the company's structure and culture).

  • High School (Tunisia)

    Tunisia 2001 - 2005 Higher School Certificate

    High school diploma `main session 2005', specialty: literature, High school 7 November of Mohammedia.

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