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souha chakroun, Analyst reporting & dashboard

souha chakroun

Analyst reporting & dashboard·ooredoo tunisia

Qatar

Higher diploma, ipsi

Work experience

Total years of experience: 8 years, 2 months

Analyst reporting & dashboard

October 2013 - June 2017

ooredoo tunisia

Tunis, Tunisia

October 2013 - June 2017

*Analyze and report on customer usage and behavior to provide timely and accurate information
*Evaluation of Retention Campaigns on monthly basis for Retention and Loyalty team.
*Create weekly & monthly report for customer requests & customer complaints to manage performance and team effectiveness
*Run utilization exercise to support man power decisions and changes
*Prepare Top management presentation for all performance report for the team
* deep analysis for team issues to provide solutions

B2B
*Analyze B2B pain points and provide solutions based on analysis and focus groups
*Map the team missing processes and make sure they are aligned with our framework

Computer Skills :
CRM (Customer Relationship Management)
CX (Customer Experience Solution)
Dashboard
Storecash
Microsoft office
Company industry:
Telecommunications
Job role:
Administration

reporter

January 2013 - March 2013

EKHBARIYA TV

Tunisia

January 2013 - March 2013

Company industry:
Media Production
Job role:
Writing and Journalism

reporter

September 2009 - January 2013

nessma tv

Tunis, Tunisia

September 2009 - January 2013

Company industry:
Media Production
Job role:
Writing and Journalism

teleoperator

November 2008 - September 2009

call center

Tunis, Tunisia

November 2008 - September 2009

Company industry:
Business Consultancy Services
Job role:
Customer Service and Call Center

Education

ipsi

June 2008

June 2008

Higher diploma, ipsi

Tunisia

Press and communication at the Higher Institute of press and communication sciences (IPSI) in Tunis

Skills

Microsoft Excel
Expert
Microsoft Excel
Expert
B2B
Expert
B2B
Expert
Dashboard
Expert
Dashboard
Expert
Microsoft CRM
Expert
Microsoft CRM
Expert
Reporting
Expert
Reporting
Expert
ADOBE PHOTOSHOP
Beginner
ADOBE PHOTOSHOP
Beginner
LANGUAGES
Expert
LANGUAGES
Expert
MACINTOSH
Intermediate
MACINTOSH
Intermediate
MICROSOFT POWERPOINT
Intermediate
MICROSOFT POWERPOINT
Intermediate
MICROSOFT WINDOWS
Intermediate
MICROSOFT WINDOWS
Intermediate
MICROSOFT WORD
Expert
MICROSOFT WORD
Expert
FLASH
Intermediate
FLASH
Intermediate
CRM
Expert
CRM
Expert
CALL CENTER
Intermediate
CALL CENTER
Intermediate
MICROSOFT EXCEL
Expert
MICROSOFT EXCEL
Expert
public relations
Expert
public relations
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
B2B
Expert
B2B
Expert
Dashboard
Expert
Dashboard
Expert
Microsoft CRM
Expert
Microsoft CRM
Expert
Reporting
Expert
Reporting
Expert

Languages

Arabic

Expert

English

Intermediate

French

Expert

Hobbies and interests

cinema
sport
Photography
Traveling