Alwalid Messah

• Manage client relations center operations covering a large territory from Djelfa to Mascara (West-Center
region), overseeing scheduling, dispatch, and field coordination.
• Lead daily inbound and outbound customer call activities, ensuring service-level commitments and
commercial targets are consistently met.
• Design and roll out process improvements; train and coach customer service team members on quality
standards and product knowledge.
• Build operational dashboards and analyze KPIs (call volume, resolution rate, conversion); produce corrective
action plans presented to senior management.

• Supervised client relations planning, sales team activities, and territory coverage to drive commercial
performance.
• Authored operational manuals, call scripts, and standard operating procedures (SOPs) used across the
customer service department.
• Built reporting dashboards tracking sales KPIs and operational indicators; identified botlenecks and presented
data-driven recommendations.
• Coached team members on customer engagement, objection handling, and after-sales follow-up — improving
service quality and client retention.

• Managed daily customer service operations, agent scheduling, and call quality reviews.
• Proposed and implemented process improvements; designed operational procedures and trained new staff on
company standards.
• Established KPI tracking framework with regular reporting to management.

• Developed and implemented cost control methodologies across F&B, rooms, and operations departments.
• Supervised budget management; tracked key cost indicators, identified financial risks, and implemented
corrective measures.
• Managed inventory, performed regular stock control audits, and produced sales analysis reports for hotel
management.

• Supervised transaction processing and administrative procedures supporting financial operations.
• Improved process security controls and reduced delivery and confirmation cycle times.
• Coordinated cross-functional communication between operational, commercial, and finance teams.

• Developed web and software projects; tested electronic devices and integrated systems.
• Designed, debugged, and optimized electronic and software prototypes in a multicultural team environment.