"Lean Six Sigma Green Belt" for continuous process improvement and quality, with extensive management experience and consistent success in the achievement of objectives,

Experience

  • Ambassador

    at HighChloeCloud

    June 2017 - at Present

    Région de Rabat-Salé-Zemmour-Zaër

  • Continuous Improvement Site Manager - Operations

    at Sitel

    August 2014 - at Present

    Région de Rabat-Salé-Zemmour-Zaër

    • Head of Quality, Process and Program Senior Manager. • As Executive Committee Member, I work in collaboration with Site Directors (1600+ Headcounts) to ensure the deployment of the standards and processes on all sites in the region. • Provide functional guidance to the Site Directors in the region. • Predominately work with FTSE 100 & Fortune 500 clients worldwide (Bell Canada, Groupon, SFR, Lexmark, Samsung, Philips, Mobistar, Lastminute.com..etc) regarding quality, Customer Experience and satisfaction, Continuous Improvement, CSAT, NPS, AHT, FCR, SLA,.. • Prepare and coordinate Internal & External audits : (NF EN 15838 standards, Maintain PCI-DSS certificats, COPC follow-up, AFNOR requirements, monitor LRS (Social Responsability Label...) • Work with White, Green and Black Belt to identify and prioritize needs Lean Six Sigma. • Assist operations out of bad situations at the project level (Quality, NPS, CSAT, AHT, performance...) as project Manager.

  • Quality Management Lead, Customer Satisfaction, Process & Lean Six Sigma - Operations

    at Hewlett-Packard

    November 2009 - July 2014

    Région de Rabat-Salé-Zemmour-Zaër

    • Quality Management Lead • Implement different HP Quality Standards and Process for BPO & Global Service Desk : #Transaction Monitoring, #Customer Satisfaction, #Pre-Emptive Escalation, #Service Improvement Programs, #ADM Survey • Lean Six Sigma Green Belt "Optimization of workforce Management" & "Improve Customer satisfaction 90%" • SPOC of different EMEA Quality Global Teams & Member. • Customer Satisfaction for IT Projects : Alcatel-Lucent, NOKIA, Société Générale, Bouygues Telecom, CAT, Delphi, Eli Lilly. • Customer Experience for BPO Projects : Customer Care for Snapfish and Accor Hospitality (Lucien Barrière, Sofitel Luxury Hotels, Pullman, MGallery, AllSeasons, Mercure, Ibis, Adagio, Etaphotel and Formule1).

  • Senior Manager - Operations

    at Atento (Telefonica Group)

    September 2004 - September 2009

    Région de Tanger-Tétouan

    • Supervise directly teams of Supervisors and Agents handling information inbound Calls for Telefonica España S.A. • Provide and document performance feedback through side-by-side coaching and performance reviews. • Address appropriately human resource issues, such as attendance and interpersonal conflicts in the workplace; consults Department Manager and/or Human Resources for guidance as needed. • Improve customer satisfaction and call quality by monitoring and giving feedback • Increase effectiveness of call monitoring by calibrating with the quality department • Handle escalated customer issues as needed • Support the call center by participating in cross-functional meetings to give input on improvement opportunities • Manage multiple BPO accounts : 11825, 1005//1008/1408, 1009/1409, 096/1212, España Directo, Campaña de Cooperantes de la Fundación de Telefónica... • Coordinate operations within Atento Morocco and Telefonica España.

Education

  • ITIL v3 Foundation

    at Exin

    2014 - 2015 (1 year)

  • Lean Six Sigma GB

    at Hewlett-Packard

    2013 - 2014 (1 year)

  • Master, Human Resources Management

    at Paul Valery University (Montpellier III)

    2008 - 2009 (1 year) Centre

  • Bachelor, Marketing y International Trade

    at Business and Management High School

    2007 - 2008 (1 year) Région de Tanger-Tétouan

Services offered

  • Quality control, lean six sigma, customer experience, continuous improvement

    Quality control, lean six sigma, customer experience, continuous improvement

Languages

  • Arabic Native

  • Spanish Negotiation

  • French Negotiation

  • English Negotiation

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