Experience

  • Customer Care Manager

    at DELL SAS

    November 2017 - at Present

    Région du Grand Casablanca

    * Managing recruitments, interviews and maintaining a diversified and efficient workforce. * Responsible for the development and career planning, performance management and coaching of team members. * Support and supervision of individual contributors and less experienced leaders. * Ensures customer satisfaction while meeting Dell standards. * Management of KPIs and ensures the achievement of results. * Interaction with the different stakeholders to resolve customer issues related to orders placed. * Providing assistance for the problems related to the most complex clients and escalations. * Participation in special projects related to customer services (Process, Tools, Projects, …).

  • Inside Solutions Architect

    at DELL SAS

    October 2012 - October 2017

    Région du Grand Casablanca

    * Processing, analysis and collection of complex information relaed to customer service requests.. * Definition of the specifications of the requested service solutions (translation of customers needs and specifications). * Requests adjustment and management of alternative proposals according to technical feasibility and costs criteria. * Elaboration of Statements of Work in terms of definition of functions and services to be provided by the teams in charge of implementation and delivery (Network, IS, PFS). * Internal coordination : Pre-sales, Sales, Consultants, Solutions Architects, Project Managers, Technical Support, Customer Care, External Partners, Finances, ... * Participation in several process improvement projects. * Coaching of new hires. * Mentoring.

  • France Accounts Receivable Analyst

    at DELL SAS

    May 2012 - October 2012

    Région du Grand Casablanca

    * Managing a Large Business Portfolio. * Analysis of claims and implementation of recovery actions (Investigations, Negotiations, Reminders, Constitution of files for judicial collection). * Performing stimulus activities (by Mail / Telephone) and settlement, by negotiating with customers a settlement solution adapted to their situations and by checking the regularity of payments within the defined modalities. * Management of the updating and feeding of the accounts receivable information system. * Permanent attention to the satisfaction of customers while systematically taking into account the interests of the company.

  • EMEA Fraud Prevention Analyst

    at DELL SAS

    January 2010 - April 2012

    Région du Grand Casablanca

    * Control and validation of orders placed according to the procedures in place for the detection of fraud attempts. * Contact customers by phone for order verification (incoming and outgoing calls). * Blocking suspicious orders. * Processing of customer documents sent by mail and / or fax. * Resolution of the problems related to the procedures resulting from a confirmed fraud. * Treatment of police requisitions related to reported frauds. * Seizure and maintenance of a database containing the elements at risk. * Assistant Team Leader Backup.

Education

  • ITIL Foundations 3

    at Groupe MULTIHEXA

    2014 - 2014 (1 year)

  • Diplôme Européen Etudes Supérieures - Systèmes Informatiques & Réseaux

    at FEDE - Fédération Européenne Des Ecoles

    2011 - 2012 (1 year) Région du Grand Casablanca

Languages

  • French Native

  • English Negotiation

  • Italian Negotiation

  • Spanish Negotiation

  • Arabic Negotiation

Hives