Soufiane HAYAH SERGHINI

En résumé

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

• Anas A.

• Gabriel ESSAMA

• Hajar WARD

• Jihad Ihsan IICH

• M'bark OUANTAR

• Meriem SBAI EL IDRISSI

• Mustapha AZAZ

• Samira BEN LAMFERRED