Salaheddine BOUSSERRHINE

Seasoned Technical Support Engineer with over 10 of experience in the EMEA
region, specializing in enterprise IT infrastructure and SLA management. Proven track
record at Dell Technologies in resolving complex hardware/software issues for client
systems maintaining scores. Expert

90%+ CSAT
Operational Excellence: Utilized systematic troubleshooting to isolate faults and
minimize downtime for business-critical systems.
Queue Management: Prioritized high-volume technical queries based on SLA
urgency and business impact with rigorous documentation.
Cross-Functional Collaboration: Partnered with engineering and logistics to
expedite repairs and ensure a seamless end-to-end customer journey.

Sedentary Sales agent: phone prospecting, setting appointment for Renewable
energies Solutions.
Quality Department Supervisor: verify the compliance of the appointments made
with the specifications defined by the company. support and increase in
competence of the agents and their Productivity.
Appointment Confirmation team: confirmation availability and specifications
communicated by Customer During the First Call
Team Manager: implementing strategies to raise team productivity, follow up and
Coaching

Technical Support Solutions ADSL, RTC, Mobile, Security & Multimedia.

Working on upstream telecom and convergence architecture redesign studies,
assistance with tenders, telecom solutions migration and Telecom Expense
Management.
Assist customers during architecture or operator migrations And Deployment