HEAD of Immediate Service Center
Natural Swedish Cosmetics ORIFLAME
Total years of experience :20 years, 9 Months
Service Center:
- Propose, support and implement actions to increase sales (i.e. outbound calls actions).
- Align national business center procedures and layout.
- Ensure good service, good first impression and resolve all claims quickly.
- Assure that all employees are properly trained and fit the required operator profile when it comes to for example an adequate personal presentation, service orientation, etc.
- Make sure that the quality of the service offered and related KPIs are monitored and achieved on continuous basis.
- Make sure that all inventory movements are registered in System and that physical inventory counts are done according to established procedures.
Goods receiving
- Receive and check inbound shipments to make sure the received quantities coincide with invoiced quantities on closed box level. Generate box variance reports (BVR) to be sent to Operations Manager.
- Build and keep in good active way the procedure describing all operations:
- Inbound/ Checking/Take away/ Location update/ Outbound (dispatch)
Claims
- Resolve claims following the claims processes in coordination with customer service in order to meet agreed claims lead-times.
responsible of service center (constantine- khenchela- el khroub)
- Manage, control and insure a permanent follow of an advisor’s team, coordinate work in order to guarantee a best take charge of customer’s claims and improve the giving service quality.
- Plan and assign staff assignments,
- Follow up customer complaints up to resolution,
- Prepare periodic statistical reports and their analyzes,
- Provide permanent support to the team and other departments of the department in terms of Information and follow-up of customer complaints,
- Managing crisis situations,
- Evaluate the performance of the team, and Organize regular working sessions with them
- Ensure compliance with process and customer speech within the service center,
- Motivate the team to increase its performance in terms of quality of service Offered Ensure the logistics and maintenance of service center,
- Perform the administrative, operational management of his team and service center,
- ensure the achievement of assigned quantitative and qualitative objectives and compliance with Quality criteria defined by management on the visual aspect of service center,
- Respond to requests from different institutions and organizations in interaction with our activities.
Service Center Advisor (constantine- tebessa- el taref)
- Advisor, orientate and convict the customers in order to satisfact them with insuring a permanent following of claims until them resolution in a predefinates delays.
-Participation in the first telecom fair in southern Algeria- Djezzy (Ouergla) in 2006
MBA in Financial management
Customer handling: traitement des plaintes des clients
Gestion du stresse
Technique de vente, Structurer la conduite d’un entretien de vente. Assurer l’efficacité du discours commercial en identifiant les moyens à mettre en œuvre
Université De Mentouri Licence en sciences économiques (option monnaies finances et banques) SEPTEMBRE 1997 - JUIN 2002
DIPLÔME Baccalauréat en gestion et économie Juillet 1997 Établissement : lycée Ahmed Bay
