Jdidi Hamza

Onboarding & Coaching: Structured and executed an accelerated training framework for new
international agents, optimizing onboarding efficiency by 20% within the first 3 months.
Escalation Management: Safely resolved complex, highly sensitive technical compliance and customer
cases, effectively turning around dissatisfied enterprise clients to secure high retention rates.
Operational Performance: Analyzed team operational metrics (KPIs) and acted as the vital alignment
bridge between senior management and frontline teams to drive efficiency.
Process Engineering: Formulated and implemented process workflow enhancements that reduced
customer issue resolution times by 15%.

Market Support: Spearheaded day-to-day hardware and software technical support operations for
the UK and Irish consumer and corporate markets.

SLA Mastery

Market Support: Spearheaded day-to-day hardware and software technical support operations for the UK
and Irish consumer and corporate markets.
SLAMastery: Consistently resolved a high volume of 25+ complex technical tickets daily, maintaining
strict compliance with strict Service-Level Agreements (SLAs).
Performance Excellence: Rated among the Top 3 Performers across the entire operation for technical
diagnostics speed, service quality compliance, and empathy.
Tools Handled: Navigated HPs proprietary global knowledge bases and secure diagnostic platforms to
perform advanced troubleshooting.

Data Auditing: Supported high-volume transactional integrity, ensuring error-free back-office logging for
100+ multi-currency financial transactions weekly.
Risk Auditing: Conducted meticulous transaction tracking and collateral asset evaluation to proactively
isolate and mitigate risk parameters in client profiles.
Process Streamlining: Collaborated alongside credit underwriting departments to modernize document
handling, drastically improving loan processing turn-around times.

Active dedicated to local rescue initiatives, pet care, and animal
rehabilitation.

Directed all customer relations, inventory procurement, budgeting, and P&L oversight, successfully cutting
operational waste by 10% through streamlined supply tracking.