Customer Service Call Center
Resume:
Salem Hamrouni
Senior operations manager
company strategy, commitments and goals. Ensure that a project is completed on time and within budget, that the project's objectives are met. Oversees the project to ensure the desired result is achieved, the most efficient resources are used and the different interests involved are satisfied. MAIN RESPONSIBILITIES
Define the scope of the project in collaboration with Management and Staff functions involved in the assigned project.
Facilitate the definition of project scope, goals and deliverable. Create a detailed work plan, which identifies and sequences the activities needed to successfully complete the project.
Lead the planning and implementation of the project. Define project tasks and resource requirements.
Business Manager
PROFESSIONAL EXPERIENCE
CONTACT
Senior operation manager
Q +216******** Advancia teleservices
July 2021-Actual
*********@*****.** Responsible for project operational plan mapping, responsible assignment m matrix defining, the overall direction, coordination, implementation, Date of birth : 07/30/1984 execution and control of specific projects ensuring consistency with Tunis - Tunisia
Baccalaureate in mathematics
TRANSCOM WORLDWIDE
2014-July 2021 (7 years and 2months)
Travel agency-tours operator Last Minute Group/Bakker Dutch gardening group
Transom has been operational in Tunisia since 2005. Transom’s operations in Tunisia, which offer high-end customer support, sales and technical support services in the French and Italian languages have made an important contribution to the development of the company's business. Group that operate in the highly competitive telecommunications sector. Over time, Transom has also expanded its business to other important local and international customers in the key sectors of its reference market. Developing business management goals and objectives that tend to growth and prosperity
-Intermediate and negotiate with the assigned Client. Responsible for the Contribution Margin of the service lines. Operate in a one-to-one Client relationship and retention, measuring the Client satisfaction and framework for continuous improvement in Client satisfaction.
Control, monitor, report on and analyze the KPIs, contributing proposed new business strategies, establishing viable budgets and performSinugite oànl-a gpaoginegs uivante financial monitoring.
EDUCATION
Bachelor's degree in
management
University Tunis el MANAR
-2007
2007Université Tunis el MANAR
Tunis-Tunisia
Bachelor's degree in management
Mini MBA
Univers training & consulting
Baccalaureate in
mathematics
Lycée rue de Russie
-2003
2003Lycée rue de Russie
COMPETENCES
Sales Department
Sales Manager
Sales Plan
Satisfaction
Business Process Management
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Salem Hamrouni
Senior operations manager
COMPETENCES
Customer Service
Customer Service Team
PROFESSIONAL EXPERIENCE
Sales manager
Cooperative LARINASCITA, Livorno Italy
2012-2014 (2 years)
International Trade - Import/Export.
Customer Support
Technical Support
Budgets
Business Management
Strategic Sales
Import/Export
Offshore
Customer Service Oriented
Business Process Outsourcing
BPO
LANGUAGE
S
Arabe Mother
tongue
Français C2
Italien C2
Anglais B2
A company dedicated to Import and Export products throughout North Africa and the Middle East, primarily for photovoltaic.
-Implementing and managing a strategic sales plan
-Analysis and monitoring of performance KPI's sales, commercial operations and synthesis
-Monitoring the activity and weekly performance of the sales force.
-Reinforcement of the promo action of the teams (communication, challenge, follow-up)
Business Manager
SATU SA
2010-2012 (2 years)
Offshore call center- Telecommunications.
An offshore company based in Tunisia, created by experts in BPO, IT and value added services. This company offers Call Center services such as Technical Support, Inside Sales, Market Survey,
Customer Service, Back Office, Client retention and Helpdesk services for International companies
-Developing business management goals and objectives that tend to growth and prosperity
-Intermediate and negotiate with the assigned Client. Responsible for the Contribution Margin of the service lines. Operate in a one-to-one Client relationship and retention, measuring the Client satisfaction and framework for continuous improvement in Client satisfaction.
Control, monitor, report on and analyze the KPIs, contributing proposed new business strategies, establishing viable budgets and performing on- going financial monitoring.
Team Leader
COS TUNISE/ALMAVIVA ITALIA
2006-2010 (4 years)
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Salem Hamrouni
Senior operations manager
PROFESSIONAL EXPERIENCE
Offshore call center- Telecommunications.
ALMAVIVA is an Italian company founded at the beginning of the 70's. The group is considered, in Italy, as leader in Business Process Outsourcing
(TIC) and presents itself as being the only company that can offer a complete range of solutions and services in Integration systems, Business Process Management, IT outsourcing
The ALMAVIVA group employs around 24,000 people worldwide and its turnover in 2010 was close to € 900 million.
In 2002, the group founded in Tunisia its subsidiary COS Tunisia which telemarketing services on the Tunisian, French and Italian markets. With a large number of customers, COS Tunisia has achieved a leading position in its reference market.
-Handling Daily Operations for customer service team (TIM) and sales department (wind, sky) making sure that correct procedure is followed
-Following and monitoring how both groups and individual employees are performing accompanying them for the achievement of objectives.
-Reporting and assistance to the business manager. Fin
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