Freelancer profile translated to English.

Description

With a strong background in operational management and team leadership, I support companies in optimizing their customer performance and managing technical projects.

My expertise is based on three pillars:

Management & Performance: KPI monitoring (DMT, FCR, Quality), team coaching, and change management (experience with Circet, Intelcia, B2S).

Telecom / Fiber Expertise: Optical route validation, connection failure management, and level 2 technical support.

Complex Project Management: Incident resolution, customer escalation management, and process optimization using tools like Zython or specialized CRMs.

My method: Analyze, Repair, Optimize. I apply my rigor and analytical skills to achieve your ambitious goals and ensure optimal service quality.

Languages

French
Native or bilingual
Arabic
Fluent

Workplace preferences

Remote only

Primarily works remotely

CIRCET
TEAM LEADER
ARCHITECTURE AND URBAN PLANNING
September 2023 - May 2025 (1 year and 8 months)
Management: Supervision of an operational team, leading briefings, and conducting individual interviews (One-to-One). Coordination: Direct interface between the end customer and field technicians to ensure smooth interventions. Performance: Analysis of key indicators (KPIs), strategic forecasting, and implementation of action plans to maximize results. Quality & Follow-up: Handling customer escalations and managing complex cases. Rigorous complaint management: discrepancy analysis, creation of follow-up tickets (quality, workmanship, compliance). Development: Leading coaching workshops to foster engagement and skill development among employees.
Communication & Interface Resilience & Stress Management Escalation & Complex Problem Management Management & Coaching Performance Monitoring (KPIs & Data)
INTELCIA
SAV Darty/ BOT SFR support agent
July 2021 - August 2022 (1 year and 1 month)
Optical route validation and processing of connection failure requests (SFR Account). Technical Management: Complaint processing, discrepancy analysis, and creation of follow-up tickets (general or partial incidents). Multimedia Customer Service: Specialized technical advisor for Darty Customer Service (remote diagnostics and resolution).
Konecta
Technical Support
ENERGY AND UTILITIES
May 2019 - March 2021 (1 year and 10 months)
Casablanca, Morocco
Entry and processing of quotes/orders on the Zython application (Manutan Account). Qualification of customer files and business support for teams. Level 1 and 2 technical support (DartyBox). Business Support: Management of "nursery," daily dissemination of technical information, and incident monitoring. Quality: Hot/cold call monitoring and reporting of anomalies to expert teams.

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Certificate in Business Management and Administration
Attestation en Gestion et Management des Entreprises
Computer Maintenance and Graphic Design
ISAG Training
Maintenance Informatique et Infographie

Check out Abderrahmane's education

Abderrahmane Chafiaay

TEAM LEADER

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