Head of Unit
N2SP
Total years of experience :7 years, 10 Months
Management staff
Control and monitoring of qualitative and productive results
Production control
contractual analysis results
customer satisfaction
mastering MS Office
* Representative N2SP Seminar at Orange France in Paris - 2012.
(1 year 10 months) Tunisia
Head of Back Office Operation Orange N2, I count my responsibility a team composed of 50
advisors ( e) and 4 Supervisors, my job is to ensure that: • The Management Advisors ( making calls, tracking customers notebooks, N2 thorough diagnosis,
Treatment outside perimeter )
• Management of daily alias ( Quality -Production coordination, evaluation Interviews, Career Management,
control and production management books reminders, planning, technical Animtech )
• Different administrative tasks
• The appointment, support and validation of New Team Leaders
• Customer Contact, process, Updates ..
* Daily Participation in Seminars and Continuing Engineering Education (VOIP, TOIP, new technologies)
Orange France to Paris ( 2008-2009-2010-2011 )
(1 year 1 month) Tunisia
Team Manager Orange FT - 30 Consultants, 3 Supervisors
• Started operations completel - Hub Telecom Air France .
• Permanent contact with the client to establish a specification .
• Recruitment of a team of 60 consultants customer, 4 Supervisors and 1 Manager Team .
• Setting up logistics in collaboration with the IT service project.
• Starting and Team Management ( Park day Park Night)
Briefing and debriefing for maintenance contract results
(9 months) Tunisia
Starting the activity Orange France Stream Global Services
• Responsible for a team Reintegration of Low's performance (Quotas 30 agents )
• Manage the proper conduct of the work of employees;
Head of Unit Operations Orange E- Cat and E -Mailing I assure daily : • The Management Team (contract Indicators, Monitoring of production and quality .. )
• Management of daily alias ( brieffing, monitoring contract performance, attendance management )
• The Animation Weekly Points and Switched Production ( COPROD, COPIL, COTRIM )
• The assistance and support of new projects.
• Accompaniment new leader, experts, Lookouts, supervisors, trainers teams.
• Customer Contact Technology
• Piloting of production.
• Audit and calculating invoices .
• The contribution to the establishment of a set of specifications for contract negotiations ..
• The Recruitment, coaching, management ..
* Analysis of results, creation of growth curves, control, display
Management Teams
thorough diagnostic
Exchange and technical process Update
contacted customer
technical conf call
technical call center
Starting project1: Hub Télécom (Hotline N1)
project2: Completel (Telephone Operator N3)
Staff recruitment
Technical Conference for implementation process diagnostics
Management and coaching staff
Management staff
Accompanying technical supervisors
production control
management and monitoring of contractual performance
Supervisor Expert Trainer Orange -
Stream Global Services
December 2005 - May 2008
• Career Management .
• Motivation and involvement of staff.
• Evaluation of performance.
• Management of variables Payroll and Compensation .
• Maintain productive / Qualitative results of employees ( technicians / experts )
• Manage the daily hazards
• Provide the management and customer information and feedback regarding the results and performance.
• Maintaining recruitment and validation of candidates
• Ensure the daily functioning of equipment hardware and IT and telecom tools. Manage IT tickets
Support and mentor new managers
(2 years 6 months) Tunisia
Step 1: Cegetel (ISP Troubleshooting Technique)
Step 2: Nine (ISP Troubleshooting Technique)
Step 3: Internet Club (FAI Technical Troubleshooting )
Step 4: Orange Technique.
Customer advisor N1 and N2 Technique.
* Trainer ( initial and continuing ) Technical troubleshooting N1 ( 10-20 Consultants )
* Technical Supervisor . Management and contract management results (10 Councillors)
. Attend technical Animtech .
. Interventions.
animation meeting, training Ability to be flexible and adapt quickly to changes in the business and processes. Control of call center technology environments Ability to motivate and advise the team, knowing how to present new opportunities and challenges for development. • Training Client Attitude (On places Orange Paris) • France Telecom Orange Village (Seminars and Trainings Tools France Télécom Paris 15th: January 2008) • Seminar and Training "Customer Relationship Advisor" in February 2008: France Telecom Orange Village Paris 15th • Meeting and Training in June 2008 "Benefits and remote home ADIS & AIDOM" France Telecom Orange Village Paris 15th
Technician of Telecommunication Operating system , office tools (Word , Excel, PowerPoint , Access) CRM : CCS , Oracle, Orange Steering