Freelancer profile translated to English.

Description

Experienced professional in operations management and customer relations, I support companies in optimizing their customer support, coordinating teams, and improving operational performance.

With several years of experience in service centers and technical environments, I have developed strong skills in team management, activity supervision, customer support, quality monitoring, and operational project management.

Rigorous, organized, and results-oriented, I am capable of working remotely with French-speaking and international clients, while ensuring fluid communication, a high level of responsiveness, and an excellent customer experience.

I can undertake various missions:

• Customer service and technical support

• Team management and activity steering

• Operational coordination

• Administrative and back-office support

• Quality monitoring and reporting

• Schedule management and process optimization

My goal is to provide reliable, professional solutions tailored to each client's needs.

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

CometTN.ai,
Operational Service Coordinator
TELECOMMUNICATIONS
February 2025 - Today (1 year and 4 months)
Tunis, Tunisia
Ensure everything runs smoothly, teams are aligned, and objectives are met.
• * Operations Organization:
• - Task distribution among teams
• - Schedule creation (hours, shifts, absences)
• * Performance Monitoring
• - Indicator analysis (productivity, quality, deadlines)
• - Indicator analysis (productivity, quality, deadlines)
• - Regular reporting to management
• * Team Management and Support
• - Operational supervision of employees
• - Meeting facilitation (briefings, team meetings)
• * Inter-departmental Coordination
• - Communication between different departments (HR, production, support…)
• - Transmission of important information
• - Ensuring operational fluidity
• * Continuous Improvement
• - Identification of malfunctions
• - Proposal of concrete solutions
• - Contribution to improvement or transformation projects
Organizational Skills Adaptability and Flexibility Team Management Leadership Results-Oriented
Xpertcall,
Manager
TELECOMMUNICATIONS
September 2024 - December 2025 (1 year and 3 months)
Tunis, Tunisia
• * Performance Indicator Steering: Monitoring KPIs such as service rate, productivity, quality, and customer satisfaction, implementing corrective actions as needed.
• * Team Management: Supervising team leaders, supporting teams, developing skills, and maintaining a good working atmosphere to ensure engagement and performance.
• * Resource Organization and Optimization: Adjusting staffing and schedules based on activity volumes to ensure a good balance between service quality and productivity.
• * Customer Relations: Acting as the main point of contact for the client, ensuring reporting, analyzing results, and proposing areas for improvement.
• * Continuous Improvement: Identifying process optimization levers and steering action plans to sustainably improve performance.
• * Crisis Management: Ability to react quickly in case of peak activity or malfunctions to ensure service continuity.
Xpertcall,
Recruitment, Training & Quality Supervisor
HUMAN RESOURCES
February 2024 - September 2025 (1 year and 7 months)
Tunis, Tunisia
Development and structuring of key processes: recruitment, customer relations and product training, compliance checks, and implementation of a bonus calculation system adapted to each unit.