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Workforce Management / Business Analyst

Casablanca, Grand Casablanca, Morocco
December 13, 2019

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Bachelor's degree / FST Casablanca, Morocco

From September 2018 to July 2019

Business Intelligence

Work experience

WorkForce Mgmt Analyst (Business Analyst) / COMDATA GROUP Casablanca Since June 2019

Achievements :

Reduced the company's costs by optimizing the resources management (cross training / shift optimization ...)

Automation of KPIs generation(Using JavaScript/ SQL / Google Sheets / Excel ). Implementation of a new Workforce Management tool that helps track down productive and unproductive time.

Mission : Maintain regular communication with different stakeholders to discuss previous and future plans and actions. Coordinate with Operations Managers to achieve SLAs. Advise on ressource management.

Graduate Aircraft Engineer / Etihad Airways Abu Dhabi, United Arab Emirates From October 2014 to July 2018

Mission : Ensure the aircrafts operate properly and safely. Make repairs, troubleshoot problems, conduct inspections and make upgrades to aircrafts. Maintain and repair aircraft structures, airframes, engines and mechanical systems. Keep records of and perform scheduled maintenance. Make emergency repairs.

Team Leader / Telindus / Belgacom ICT Casablanca, Morocco From June 2013 to October 2014

Achievements :

Set up of new logging procedures which made reports easier to elaborate as well as improvement of quality and quantity of renewed contracts. Automation of a tremendous number of manual tasks which gave Contract Officers more time to focus on their productivity and thus, increased the company's benefits. Mission : Manage a team of Contract Officers handling a pipeline of renewal opportunities. Deliver results against monthly, quarterly and yearly forecast objectives. Collaborate with the manufacturers stakeholders to ensure we are achieving success. Team Leader / Tersea consulting & outsourcing Casablanca, Morocco From May 2012 to May 2013

Achievements :

Lauched of a new activity and made sure quality and quantity target are reached, as well as Agents performance improvment.

Setting up a KPIs Dashboard where agents can see their performance on a daily basis. Mission : Manage, direct and assist a team of hotliners, establish team schedules and assign tasks, ensure skill development and follow-up of new recruits, control the quality of work. Ensure that the KPIs are in the standards.




IELTS : 7.5/9






Work Ethic / Integrity


Time Management

old 34 years



Married (with child)


Work experience

Service Desk and Assets Analyst / Nestlé Maghreb Casablanca, Morocco From September 2010 to March 2012

Achievements :

Reduced Mobile fleet subscriptions cost by more than 30% by analysing the state of play and setting up new processes.

Reduced colleagues training on new tools (SAP among others) by giving them the training myself.

Reduced ink cartridges cost by limiting the access to a specific audience anf carrying out weekly audits.

Mission : Analysis, diagnosis and resolution of complex technical problems for end users via SM7 and Active Directory. Analyze the need for IT hardware for Maghreb region, place orders via SAP (creation of PR, PO) Assets reception and tracking on system. Assets management. Deployment and training users on new tools (Software and Firmware) Technical Support Hotliner / DELL Casablanca, Morocco From April 2007 to March 2010

Research and identify solutions to software and hardware issues. Diagnose and troubleshoot technical issues, ask customers targeted questions to quickly understand the root of the problem. Track computer system issues through to resolution, within agreed time limits. Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue. Refer to internal database or external resources to provide accurate tech solutions. Prioritize and manage several open issues at one time. Sell upgrade solutions either for software or hardware.

Computer skills

Java Script


MS Office (Excel, Word, Outlook)

Microsoft Power BI


Active Directory




Data analysis

Project Management

Planning and monitoring

Asset Management



New Technologies


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