Soumia Berli

• - Supervise, train, and evaluate medical tele-secretaries.

• - Organize team schedules and tasks.

• - Ensure efficient management of incoming calls.

• - Resolve call-related issues and ensure smooth communication.

• - Oversee appointment booking, modification, and cancellation.

• - Ensure good coordination between doctor availability and patient slots.

• - Ensure correct transmission of medical and administrative information. Prepare and analyze reports on the tele-secretariat office's performance.

-Ensure that risks and security of banking operations are controlled. Define an annual audit plan taking into account regulatory requirements. -Control internal procedures taking into account regulatory requirements, monitoring of recommendations, and risk mapping. -Control the effectiveness of the internal control and risk management system. -Identify and monitor the compliance scope.

• - Analyze, evaluate risk exposure, and propose improvement plans. -Ensure monitoring of the effective implementation of validated recommendations.

-Qualitative audit of calls to assess the level of procedure mastery and CRM items of employees. -Conduct calibration sessions internally and with the client DO. -Facilitate workshops. -Establish the framework for collaboration and ensure it is respected. -Pilot and monitor the team's collective and individual objectives.

• - Analysis of various indicators to track performance.

• - Detection of anomalies, collection of information and causes of malfunctions observed, define and implement necessary corrections.

• - Enter and maintain activity tracking tools (production dashboards, incident reports, quality...).

Online sales of telephone subscriptions and internet access.