Amazigh Hocine

Implementation of a steering system dedicated to monitoring the activity of the Customer Relations Center (CRC) to improve customer experience and optimize the NPS score.

- Definition and formalization of KPIs for CRC activity: service quality, productivity, FTE availability, IT incidents, etc.

- Design and deployment of 6 operational dashboards for CRC performance steering.

- Complete documentation of the system (KPIs, calculation rules, data model) and support for teams in tool adoption.

- The finance department teams now have rigorous and reliable monthly monitoring of CRC activity.

- The Performance Steering team is now capable of conducting its own audits with a management control perspective.

Within the Advanced Data & Climate (ADC) team, I contributed to meeting the data needs of the Steering, Pricing, and Portfolio teams for the Individual (Auto, Home) and Professional (Business, Construction, Fleets & Garages) markets.

- Monthly production of Pricing & Steering datamarts from multiple high-volume data sources.

- Implementation of a data quality control system (completeness, consistency, actuarial reconciliation), validated by internal audit.

- End-to-end design and deployment of a multi-branch steering tool: 3 interconnected dashboards per branch with drill-through navigation (global level → contract → claim).

- Design and deployment of an information statement editing tool: using a simple interface and pre-formatted design, underwriters instantly generate the statement and send it directly to intermediary agents, significantly reducing turnaround times.

- SAS to PySpark Migration: comparative study, migration of existing processes, and conversion of tables to Parquet format.

- Reduction in data access time, via the steering tool, by over 95%: from one week to a few minutes for steering and underwriting.

- Significant time savings for underwriters in editing information statements.

As a Data Consultant, I led missions with a strong analytical and technical dimension for clients in the insurance, banking, energy, and services sectors.

-Reporting & Dashboarding:design and deployment of operational dashboards and reports (weekly, monthly, quarterly) for management and business teams (**Predica, MRM, SoLocal, Generali**).

-Datamart Construction:feeding and structuring data at the client and contract level for marketing targeting and steering needs (**BNP Paribas**).

-Tool Migration:migration of Excel files to modern visualization tools - MicroStrategy (**MRM**) and Power BI (**AXA**).

-Modeling & Algorithms:development of energy consumption and production projection algorithms by country, presenting 4 scenarios (fossil and green energy) for major industrialized countries (**Engie**).

-Performance Analysis:measurement of prospect/client conversion time within the framework of Disney's Travel Wish marketing campaign (**Arvato**).

-Automation:optimization and automation of existing processes and scripts (**Predica**, **SoLocal**).