Provide the best customer experience and ensure the control of quality service at all contact channels ( Key account manager, call center, Shop, Offers & Vas ...).

Keys Accomplishments:

2016 ResponseTEK C.A.R.E Award (Customer-centric / Action Oriented / Results Obsessed / Employee Driven)

Experience

  • User Experience & Quality of service Manager

    at ooredoo

    January 2007 - at Present

    Gouvernorat de Tunis

    - Manage the User Experience at all contact chanels (Shops, web Site, Facebook, call center, Key account managers…). - Review the User Experience of each product and benchmark with similar UX of other competitors (Detect Areas for improvement). - Implementation of quality control strategy for Sales channel and monitoring of the main KPI’s (Mystery shopping, Quality Ambassadors, Satisfaction Surveys, Quiz, Audit ...). Management of User acceptante testing (UAT) and Analyze the impact of new launches on existing products. -Implementation of a weekly follow-up of unsatisfied B2B key account (Detect unsatisfied customer, Establish immediate and personalized action plan in coordination with technical, marketing and commercial teams.

  • Quality Controller

    at ooredoo

    May 2005 - December 2006

    Gouvernorat de Tunis

    - Control Quality of services (Network, Call Center, Shops, key account manager…). - Test all new products and check the customer experience.

  • Market research expert

    at Affimetrie

    January 2004 - April 2005

    Gouvernorat de Tunis

    - Set up of the market studies and flow the progress (Build the satisfaction questionnaire, Training coordination…) - Analysis of data and presentation of results.

Education

  • Master degree in Quality Management

    at ISG

    2004 - 2005 (1 year) Gouvernorat de Tunis

  • Bachelor in Marketing

    at ISG

    1999 - 2004 (5 years) Gouvernorat de Tunis

Languages

  • Arabic Native

  • French Native

  • English Conversation

  • Italian Elementary

Hives