Rachida - Chef de projet ACTIVE DIRECTORY DOMAIN SERVICES
Ref : 151208M001-
1090 BRUXELLES (Belgique)
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Chef de projet, Consultant, Directeur de projet (60 ans)
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Freelance
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 )
Qualification
2012 Certification COPC Mind mapping training
2011 ISO Auditing
2004 Innless insurance (Axa, Suisse life)
2000 Workshop insurance and bank product
1999 Logistic tools of transport and management of stock
1997 Blanchard & Rersey Situational Leadership