Rachida - Chef de projet ACTIVE DIRECTORY DOMAIN SERVICES

Achievement
Touring Assitance
2015/03-2015/09
Objectif : Sales process Optimization
Increase of 18% revenue during the 6 month mission
• Implementation of a new recruitment process with collaboration HR
• Define new training methodology
• Performance optimization
Essent
2014/09- 2014/11 Mission of project &coordination manager
Objective mapping all the process
Define the target and KPI
Define standard of quality
• Definition of processes for each client statutes and prospects
• Definition of an action plan and axes of development
• Identification of strengths and improvement points lower
• Editorial integration of training and the performance measurement
• Implementation of different type of reporting for management
• Analyze of the external call center performance
• Scripting tool
• Displacement Morocco and Bulgaria for do implementation of the new strategy


Telecom Luxembourg Mission de Project management Rétention
2012/11-2014/04
Objective: Change the bad customer perception
loss of 34% customer B to C and B to B 23%
• End to end Process design for optimizing transactional Billing system. Identification of key points of failure
• Management of complaints and bad payers with back office inside using Lean to define the standards
• A new customer’s acquisition process. Included identification of customer requirements and new CRM implementation
• Define content for training retention
Mobistar France telecom Director of client services ad Interim
Improvement Award for Best received by Philippe Bernard of France Telecom 2011/07-2012/04
Objective: Define action plan for manage the operation and new project implementation
Including coast cutting and performance improvement
• Analysis and optimization tools to manage customer service and performance improvement (implementation specific indicator)
• Decrease numbers of incoming call 18%
o With teams transversal projects implementation new website tools for measuring customer consummations management and propose a tariff plan fit
o Reduction average talk time with new process and scripting toll
o Implementation of monitoring team and quality team
o Define new strategy reduction numbers of incoming call using video FAQ on website
• Optimization of internal communication,
o Screen with daily training points; briefing and debriefing
o Plan incentives focusing on the aspect of both qualitative and quantitative
o Supervision of the project team
• Project team management integer the new products and services in call center
o Change management and integration of projects:
o Marketing project analyses for define new CRM
o Services catalogs Cleaning Knowledge base and simplification process , new FAQ system online lean methodologies
• New operating model with 8 M coast reduction
• Convince the Executive Committee (EXCO) to obtain the necessary budgets to achieve project of new operating model
• Increase telesales revenue of 20% with new process argumentation and new supervision tool

Atos World line Director of client services ad Interim
2010- 2011/06
Objective Optimization of the overall customer service with using LEAN
• Define new service catalogue and standard process
• Scripting tool on base the process definition with the project Knowledge Base
• Increase using website
o Client B to B NEW video for explain 10 first FAQ and define rules for change Communication of call center availability
o Decrease coast with externalization technical team
o After nine months the whole process & the catalog department we were reviewed as well as the implementation of a more operational model was to achieve
o The average training Time was 4 months now she is 4 weeks introduction of scripting tools
o The result is one of the Talk time for blocking credit card only lasts today that 120 sec on average, allowing a gain of 130 sec per call
o 80% of calls are dealt in 20 sec with a percentage of abandonment 5%
02/2008 – 09/2009 External Consultancy for Algerian company
Start up assurance call center (48 people
Objective Definition and Implementation of end to end process of the call center (Starting with budget)
• Define job description with HR collaboration created the
o Recruitment and evaluations test
• Optimizations sale's process Tool’s box scheduling “for sale's appointments
• Plan incentives focusing on the aspect of both qualitative and quantitative
• Lean aspect ,Planning open talk at all level with participation of another department of the company (Sales, IT, Marketing)
10/2006- 01/2008 Call-it Floor manager
• Set up of client services departments Luminus( increase numbers of people( 20 until 183)
• Project 3 Suisse logistic and sales process
• Created Quality control department
• P&L budget analyses,
2004-10 /2006 Gallup Europe (Inquirer’s) Project Coordinator
• Coordination project about criminality in EEC
• (24 countries, 7 languages)
• Implementation of virtual call center
2001-2004 Transcom Operational Manager & Project Manager
Localization: Morocco Call &sales
• Management call center( 220 people)
• Created and define all phases call center insurance
• Financial and operational plan
2000-2001 Citibank Business Manager
• Development of product :account terms 4.85 %
• Analyze of market reaction: Define the market segments and the requirements of each specific country as well as their needs (KPI...)
1999-2000 Eurodat (Logistic) Call Centre Manager Europe
• Setting up of four departs (sales, customers services, data entry, collection )