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Soufiane HAYAH SERGHINI

Paris

En résumé

Mes compétences :
Communication
Développement durable
ONG
Gestion de projet
Organisations humanitaires
Management

Entreprises

  • CCA INTERNATIONAL - Responsable Qualité & Formation

    Paris 2016 - maintenant

  • CCA INTERNATIONAL - Quality and Training Executive

    Paris 2015 - maintenant

  • Air Arabia Maroc - Sales/Customer Service Supervisor

    Casablanca 2011 - 2015 - Responsible for management and leadership of the Customer Center, 
    - Manage day to day operations including productivity, staffing, liaison with other departments and team quality improvement. 
    - Set and met customer center’s goals and targets (qualitative and quantitative) 
    - Monitor all processes’ function in order to increase employee and customer satisfaction, as well as company’s revenue and efficiency. 
    - Prepare Team performance reports 
    - Recommends procedures and new services to improve quality of service and increase company’s incomes. 
    - Define Team KPIs 
    - Took ownership with customer service (CCU) 
    - Resolves customers’ complaints (Refunds, tickets adjustment...) 
    - Manages Alerts (Notify…) 
    - Coordinate with Human Resources to investigate and provide documentation for employee concerns, claims, disciplinary action, performance reviews and discharge disputes.

  • Finatech Groupe - Senior Team Leader

    2010 - 2011 - Manage day to day operations of outbound service and telemarketing Booking Center, 
    - Conduct trimestral and annual performance evaluations, 
    - Set call center’s goals and targets (qualitative and quantitative) 
    - Responsible for training, motivation and mentoring of Customer Center team.

  • Nord Contact - Team Leader chargé des relations clienteles

    2009 - 2010 - Experience with daily multi-tasking and leadership of the Customers dpt. 
    - Responsible for training, motivation and mentoring of Customer center team. 
    - Took part in projects to increase employee and customer satisfaction. 
    - Participate in Team Leaders and Agents selection (Interviews). 
    - Payroll System

Formations

  • Université Hassan II - Mohammedia, Faculté Des Sciences Ben M'Sik (Casablanca)

    Casablanca 2007 - 2009 Master Biologie et sante - Specialite Oncologie

    Master Biologie et sante - Specialite Oncologie

  • Université Hassan II Mohammedia - Casablanca (Casablanca)

    Casablanca 2004 - 2013 Sciences de la santé

Réseau

Annuaire des membres :