Rabat, Rabat-Salé-Kénitra, Morocco
With over 11 years of experience as a Quality and Customer Service Specialist, I have developed a deep understanding of quality management, process improvement, and customer satisfaction. My professional journey began at HP CDG, where I spent 5 years as a Quality Analyst, refining my skills in quality assurance and analysis. Seeking new opportunities for personal and professional growth, I relocated to the UK and joined Limitless Digital Group as a Product Quality Specialist and Service Quality Analyst. Currently, I am a Customer Service Specialist at HCLTech Morocco, where I continue to leverage my expertise in customer relations, process optimization, and quality assurance to deliver exceptional service and drive customer satisfaction. In my roles, I focus on: Managing customer interactions through calls and emails. Analyzing customer complaints and satisfaction surveys to identify trends. Implementing corrective actions to align with customer and business objectives. Handling clients meetings. I hold an ITIL certification and have a solid foundation in Lean Six Sigma, Agile methodologies, and ISO standards (ISO 9001 and ISO 27001). Fluent in Arabic, French, and English, I am well-equipped to communicate and collaborate in diverse environments. Key Skills and Expertise: Current Role: Delivering outstanding customer service and fostering strong customer relationships as a Customer Service Specialist at HCLTech Morocco. - Quality Process Implementation: Developing and implementing processes for new projects based on Lean Six Sigma principles. - Quality Standards Compliance: Ensuring adherence to ITIL, ISO 9001, and ISO 27001 standards. - Customer Satisfaction Management: Tracking and analyzing customer satisfaction (CSAT) data and managing customer complaints to drive continuous improvement. - Leadership and Coaching: Leading quality teams, monitoring performance, providing feedback, and delivering one-on-one coaching for improvement. - Auditing and Reporting: Monitoring and scoring agent performance through voice and ticketing audits. - Client Meetings: Organizing, leading, and driving client meetings to present and discuss quality scores, analysis, and corrective actions, ensuring transparency and alignment with client expectations. My dedication to quality and customer satisfaction has been a driving force throughout my career. I am passionate about delivering value to both customers and organizations through process excellence and collaborative problem-solving.
Chargée de conseiller et de résoudre les pannes techniques des clients de Hudson Reed France voix et messagerie. Assurer la formation, coaching et suivi et des Agents Reporting de suivi de la performance (KPI) sur le compte Hudson Reed France Faire les Audits Voice et Ticketing des Agents et Mettre en place les Actions correctives.
-Audit des services IT Global Service Desk / Applications Services / Infrastructure et Systèmes, pour les comptes : Delphi, Cat, Eli Lilly, Société Générale : Faire les Audits Voice et Ticketing des Agents. Mettre en place des Actions correctives. Coacher et assister les nouveaux agents Maintenir / documenter les grilles qualité Fournir un feed-back aux agents (débriefes) leur permettant d'améliorer le service rendu. Coacher et assister les nouveaux agents Maintenir / documenter les grilles qualité -Responsable CCMS (Complaints and Compliments Management System) pour le compte Société générale: Aide à la conception d’un outil basé sur MS SharePoint pour le compte Société Générale. Mise en place du processus qualité CCMS sur le compte SG. Analyse et tracking des réclamations reçues. Effectuer les RCA. Mise en place et suivi des actions correctives. Fournir un feed-back aux agents leur permettant d'améliorer le service rendu. -Responsable CSAT (Custmer Satisfaction) pour le compte Société générale Mise en place de différents processus sur le compte SG. Analyser les réponses des enquêtes reçues des utilisateurs SG Effectuer les RCA. Mise en place et suivi des Actions correctives Csat. Fournir un feed-back aux agents (débriefes) pour partager les retours utilisateur et pour leur permettant d'améliorer le service rendu. Organiser des séances de calibration internes. Participer aux séances de calibration avec le Global Quality Lead et le Delivery Reporting de suivi de la performance (KPI) sur le compte Société générale. -Aide au maintien des certificats ISO 9001 et ISO27001au sein de l’organisme HP-CDG.
-Responsable Csat (Custmer Satisfaction): -Mise en place du processus sur le compte Bouygues Telecom. -Reporting de suivi de la performance (KPI) sur le compte Bouygues Telecom. -Aide à la mise en place du processus sur le compte Renault.