Freelancer profile translated to English.
Back to original languageAbout Idriss
With over 20 years of passionate experience in client relations, quality management, and project steering, I support companies in structuring, optimizing, and achieving sustainable performance in their client relationships.
Driven by strong professional ethics, a sense of responsibility, and the conviction that collective success is built on mutual trust and respect, I place the interests of teams, clients, and employees at the heart of each of my missions.
Organized, rigorous, and attentive to needs, I ensure that each project meets a dual requirement: quality and adherence to deadlines, which are true markers of my commitment.
I intervene in particular in the following areas:
- Development and implementation of high-performance client relationship strategies aligned with business objectives
- Improvement and optimization of qualitative and quantitative performance of call centers (onshore and offshore)
- Management of external service providers (contact centers, call management and moderation activities)
- Structuring and management of PMOs, monitoring and coordination of project portfolios
- Optimization of strategic and operational processes to enhance organizational efficiency
- Modeling and presentation of quantitative and qualitative marketing study results (Excel / PowerPoint)
French
Native or bilingual
English
Fluent
Remote only
Primarily works remotely
Experience
- LeboncoinClient Service Partner ConsultantE-COMMERCEMay 2023 - September 2023 (4 months)Paris, FranceAssistance to the production manager in steering the contractual commitments of external providers.Ensure follow-up of partner action plans in case of commitment defaultsIdentify automation and cost reduction opportunitiesSupport and project coordination
- Idriss Si-Hassen ConsultingConsultantCONSULTING AND AUDITSApril 2022 - Today (4 years and 1 month)Paris, France
- Customer Service Steering (internal front and back office), External Providers (call production and back office)
- PMO/ Project Coordination
- Statistical and graphical presentation (Excel/PowerPoint) of quantitative and qualitative marketing studies.
- Synthesize data from raw databases- Model data on Excel- Represent data graphically on PowerPoint - TélédiffusionPMO / Specialized Studies ManagerTELECOMMUNICATIONSJune 2021 - September 2022 (1 year and 4 months)Alger, AlgeriaSupport to the Sales Department in defining the multi-channel strategyProject Steering/Monitoring.Development of process and procedure mappingReporting & analysis
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Education
- Bachelor's degree in Commerce and Marketing StudiesHEC Algiers1999Etudes et recherche marketing