Chaimaa Mourjane

Experience

• 

  BMCE Capital

  Jan 2018 - Jun 2018

  Consultant

  - Recasted processes of Business and Support entities of BMCE Capital.- Participated in post-implementation audit missions of deployed processes.- Contributed to the certification and renewal missions of ISO 9001 V2015.

• 

  INTELCIA

  Aug 2018 - May 2022

  - Collaborated with internal stakeholders to understand business needs statement and converted them into user stories.- Defined product roadmap, prioritised product backlog and articulated product vision to development teams.- Evaluated product progress at each sprint. - Managed SFR Premium customer service as an Operations Manager (led 104 customer representatives and 9 supervisors).- Monitored key performance indicators.- Evaluated individual performance reviews and overall team effectiveness.- Analyzed agents data and presented weekly and monthly performance reports to the client. - Launched 3 B2B projects: GettyGo, SVP and Tractafric.- Trained, motivated and monitored performance of 13 customer representatives.- Conducted proactive business reviews identifying issues/opportunities/action. - Designed a Continuous Improvement Program based on Lean Management for Customer Experience Improvement.- Deployed Lean Management Yellow Belt training to +120 employees in Morocco and Senegal.- Led internal audit & certification: ISO 9001 V2015.

  • Product Owner - Transformation & Innovation

    Nov 2021 - May 2022

  • SFR Operations Manager

    Feb 2021 - Oct 2021

  • B2B Team Leader

    Jul 2019 - Feb 2021

  • Quality & Continuous Improvement Project Manager

    Aug 2018 - Jul 2019
• 

  Matterway

  May 2022 - now

  Product Owner