Freelancer profile translated to English.
Back to original languageAbout Lounis
With 14 years of experience in sales management and optimization, I help companies structure and boost their operations, from strategy to field management.
Here's how I can support you:
• Sales Strategy: I help you draw a clear roadmap to achieve your goals and drive growth.
• Dashboards and KPIs: Implementation of monitoring tools to get an overview of performance and better guide your decisions.
• Sales Management: Prospecting management, customer development, loyalty, and churn reduction.
• Action Plans: Creation of concrete strategies to improve sales and enhance customer satisfaction.
• Team Training and Coaching: Support for call center managers, supervisors, and sales representatives to develop their expertise and improve the customer experience.
• Project Management: Analysis of the current situation, needs definition, implementation of optimal organization, and team coordination to ensure a smooth transition.
• Sales Analysis Reports: Preparation of reports to highlight results and recommend corrective actions.
• Business Launch: Opening of sites and turnkey setup for successful beginnings.
• Process Audit: Diagnosis of existing methods to identify areas for improvement.
If you want to boost your sales performance, retain your customers, and develop your team, don't hesitate to contact me!
French
Native or bilingual
English
Fluent
Spanish
Conversational
Can work on-site
Paris (up to 50km)
Experience
- Futur DigitalCRM Implementation for Appointment Setting AgentsSOFTWARE PUBLISHINGMay 2025 - July 2025 (2 months)Dakar, SenegalOrganizational Structure:Appointment Setting (the complete process)?Processes of all stakeholders:
- Management
- Managers
- Trainers
- Supervisors
- Inbound Calls
Field Sales Representatives (phone appointments with at least 2)?Appointment Validation (data entry)?Tools:- Workflow of the tools (who does what in the agenda)
- Task processing time (optimization)
- Other tools used
Results Analysis:- Where do we stand compared to previous years?
- KPIs?
- Current file processing?
- Objectives?
Campaigns:- Criteria for selecting files
- Before creating campaigns or campaign references, what are the file management rules?
- How long can a sales representative keep a file (pre and post appointment)?
- What is the frequency of file delivery?
- What are the different types of campaigns for acquisition? For loyalty? For upgrades?
Qualifications:Repurposing existing qualifications (or not) and complete system redesignObjective, to have data with which we can:- Measure
- Support
- Manage
- KPIs and Statistics
- What are the indicators (KPIs)?
- Productivity per agent per month
- Weekly Reporting (Coprod)
- Productivity per agent
- Agent Support
- Agent Analysis
- Call monitoring (creation of a monitoring grid)
- Training / Workshops
- SmartcomsConsultantTELECOMMUNICATIONSOctober 2024 - Today (1 year and 8 months)Tunis, Tunisia• Design of sales scripts• Training of sales representatives in effective sales techniques• Coaching sales representatives in the use of sales scripts• Training of managers and supervisors in interpreting and analyzing KPIs• Development and training on sales policy and quality of customer interactions• Daily supervision of operations (management of inbound calls, emails, and team schedule)• Development and updating of a dedicated tool to digitize the tracking of interactions• Consolidation of key success indicators for each sales representative, with monthly and annual tracking• Proposal of improvements to simplify and optimize the administrative work of sales representatives• In-depth analysis of results by campaign, product, and target segment• Provision of tools to streamline workflows• Contribution to the implementation of chosen tools and monitoring of their evolution• Drafting of specifications and monitoring of selected solutions in collaboration with the IT department• Training of team members, including managers, on the use of new tools
- Editions Francis LefebvreExternal Tele-Sales ManagerPUBLISHINGDecember 2010 - June 2024 (13 years and 6 months)Courbevoie, France§ Creation of sales scripts§ Training of sales representatives in sales techniques§ Training of sales representatives on sales scripts§ Training of Managers and Supervisors in KPI analysis§ Establish business and KPI plans within budget§ Identify and implement subcontractors§ Develop and train on sales and quality of discourse policy§ Daily management of operational activity (inbound calls, emails, team calendar)§ Development and updating of the ad hoc tool to computerize the transmission of interactions§ Consolidation of key success indicators per sales representative for the department, per month and per year§ Propose any improvements to facilitate / streamline and make reliable the administrative work of sales representatives§ Work on in-depth analyses of results by campaign, by product, by target...§ Provide tools to facilitate information exchange§ Exchange of information flows and results of targeted and very qualitative operations§ Participation in the implementation of chosen tools and responsibility for their evolution§ Construction of the specifications, and monitoring of selected solutions with the IT department§ Training of team members, including managers, on the use of new tools
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Education
- Service Provider ManagementCSP2018Construire des partenariats performants Cette formation m'a permis de développer les compétences nécessaires pour gérer efficacement les relations avec des prestataires externes et construire des partenariats équilibrés, exigeants et gagnant-gagnant. Compétences acquises : Contractualisation : Maîtrise des cadres contractuels, des obligations de résultats et de moyens. Pilotage opérationnel : Élaboration de cahiers des charges, mise en place de critères et niveaux de service (SLA). Anticipation des risques : Identification et gestion proactive des risques juridiques et relationnels. Posture de gouvernance : Adaptation des styles de pilotage pour trouver un équilibre entre ingérence et indifférence. Suivi de performance : Utilisation d’indicateurs (KPI), gestion des écarts, et organisation efficace des comités de pilotage (COPIL). Grâce à cette formation, j’ai acquis des outils et des méthodes pour piloter des prestations et performances avec rigueur, tout en favorisant une dynamique de partenariat durable et performante.
- Dashboards and Motivating IndicatorsCSP2017Cette formation m'a permis de maîtriser la conception et l'utilisation d'indicateurs pertinents ainsi que de tableaux de bord performants, outils essentiels pour piloter efficacement une activité et faciliter la prise de décision. Compétences acquises : Identifier et construire des indicateurs adaptés aux besoins. Élaborer des tableaux de bord clairs et impactants. Communiquer efficacement les résultats pour piloter la performance. Exploiter les tableaux de bord comme outils d'aide à la décision. Assurer la pérennité et l'évolution d'un système de mesure. Basée sur des cas concrets, cette formation m'a permis d'intégrer des outils pratiques (carte d’identité d’un indicateur, matrices de contribution, QQOQCCP) et de développer une approche structurée pour analyser, améliorer et piloter les performances opérationnelles.