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Yassine MorchidYM

Yassine Morchid

Account & Operations Manager (Telco)

€175/day
Casablanca, MA
15+ years

Average response time: 1 hour

Freelancer profile translated to English.
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About Yassine

With over 20 years of solid experience in corporate performance management. Although my professional background is rooted in a highly diverse multidisciplinary expertise — encompassing account management, customer experience (CX), regional business development, and revenue growth, my central objective is now entirely focused on optimizing complex organizational ecosystems and operational excellence. A key competence of my leadership lies in the unique expertise required to lead large-scale operations and harmoniously align cross-functional projects with sustainable operational execution. I effectively bridge the structural gap between agile project phases and day-to-day operations, ensuring that technological transitions and strategic transformations translate into permanent and measurable performance improvements, without organizational friction.
  • French

    Native or bilingual

  • English

    Fluent

  • Arabic

    Native or bilingual

  • Spanish

    Basic

Can work on-site
Casablanca (up to 50km)

Experience

  • IOS Solutions Contact Center
    Account & Operations Manager (Telco)
    October 2022 - March 2025 (2 years and 5 months)
    • • Optimized workforce allocation through advanced planning tools, delivering 10% cost savings while maintaining service quality.
    • • Led cross-functional teams on multi-site operations, boosting overall operational efficiency by 12% and improving client NPS (Net Promoter Score) by +10 points.
    • • Facilitated alignment between senior stakeholders on complex commercial initiatives, contributing to a 7% increase in client retention rates.
    People Management KPI Performance Management Operations Management Customer Relationship Management (CRM)
  • Notoriety Group
    Director of Operations (Telco)
    June 2020 - September 2022 (2 years and 3 months)
    • • Enhanced operational performance by implementing real time dashboards, increasing First Call Resolution (FCR) by 15% and Customer Satisfaction (CSAT) by 12%
    • • Achieving 15% improvement in SLA compliance and reducing incidents resolution time by 18% due to agile frameworks implementation
  • SACCOM
    Project Manager
    January 2019 - June 2020 (1 year and 5 months)
    • • deployed automated reporting and KPI dashboards, reducing reporting time by 40% and improving data accuracy
    • • Optimized operational processes, generating an 8% reduction in operational costs year-over-year.
    • • Onboard new clients and track Service Level compliance

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Education

  • Business Management
    École Française d'enseignement technique et commercial
    2003
    Business Management
  • Diploma in Commerce and Management
    École Internationale Tunon (NICE
    Diploma in Commerce and Management

Skill set

Categories