Salima Belghit

One Love Management Consulting | Audit | Training | Media OLM is a consulting firm serving the employee experience: collective intelligence, audit and support, employee journeys and empowerment, coaching and team organization, conferences, team building and festivities, podcast.

Implementation of a global quality approach to improve customer and employee satisfaction in customer relations: Deployment and production of a customer-oriented quality culture, and co-creation of an internal quality standard reflecting the same attention. Support for the production of new contact channels (BOT, ChatBOT, Social Networks, AI...) and new production tools. Creation of indicators, measurement tools (frameworks, evaluations, audits), and custom reporting developed in-house. Digital leader, responsible for the proper use of social networks, training, and fostering customer culture and results. Talent development and retention, public speaking, corporate communication, networking, and content creation.

Quality Department Manager and its talents (200 employees)

Management of collaborative projects, team coaching, and talent mentoring. Participation in all steering committees and quality instances. Palme Engagement 2021 - AFRC Award “Culture Leader 2021” Workplace - Meta Special Mention Hope Quality Leader France 2021 - AFQP

Implementation of operational strategies to optimize call center performance for improved production across all mobile customer relationship contact channels:

Diagnosis and definition of quantitative and qualitative operational objectives, analysis of overall results and by production center. Co-creation of reporting elements and managerial support for deployments. Management and allocation of incoming and outgoing Level 1 and 2 traffic in collaboration with all inshore and offshore stakeholders, validation of forecasts and actuals. Operational monitoring of customer and operational team feedback, implementation of continuous improvement action plans. Management of projects, CRM tools, design/dissemination of information and knowledge. Definition of training objectives and needs, participation in the definition of variable compensation systems for teams. Deployment and promotion of a results-oriented culture, co-creation of new governance, development of managerial talent. Responsible for the activity and development of its talents (700 employees). Participation in Mobile Customer Relationship steering committees locally.