About Mouad
French
Native or bilingual
Arabic
Native or bilingual
English
Conversational
Experience
- Teleper formanceHEAD OF DIGITAL AND CUSTOMER SATISFACTION DEPARTMENTNovember 2024 - March 2026 (1 year and 4 months)Temara, RZ, Morocco• · Digital transformation steering: Implementation of an omnichannel solution increasing efficiency by 30%• · Management of a team of 25 digital experts with a collaborator satisfaction rate of 85%• · Design and deployment of Power BI dashboards for real-time KPI monitoring• · Implementation of an innovation program that generated 12 major improvement initiatives• · Reduction in customer request processing time through process automation
- Teleper formanceHEAD OF BACK OFFICE CRC TEAMNovember 2016 - December 2018 (2 years and 1 month)Temara, RZ, Morocco• · Management of a team of 20 advisors.• · Application of Six Sigma methodology to optimize processes, reducing errors by 60%• Implementation of a personalized coaching system improving individual performance.• Development of a skills matrix for monitoring employee progress
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Education
- TECHNICIAN SPECIALIZED IN BUSINESS MANAGEMENTMiage2018TECHNICIEN SPÉCIALISÉ EN GESTION DES ENTREPRISES
- DEGREE IN MANAGEMENTUm5s2015LICENCE EN GESTION