Hedi Bougharga

Experience

• 

  Teleperformance

  Aug 2009 - May 2013

  Supervise the activities and work volume of the Call Centre Customer Services Representatives in attending to incoming customer enquiries and the resolution of issues raised, in order to provide optimal service deliveryDuties: • Ensure agreed customer service standards are consistently met.• Supervise the day-to-day operation of the CC betting business.• Consistently monitor staff levels and liaise with management regarding any adjustments required.• Liaise with other Team Leaders to ensure a consistent approach to management of CC Customer Services Representatives and CC procedures. Show less Taking enquiries from and also providing help and advice customers using the internet provider company products or services. • Assisting customer with a wide range of enquiries regarding their accounts.• Administrating customer account details using a range of IT systems.• Responding to online customer enquiries.• Working process flows and diagnosing broadband issues to get our customers back online.• A strong communicator who outs the customer first in everything you do.• Ensuring that the workplace remains fun, relaxed and friendly. Show less

  • Team Leader (Bouygues Telecom)

    Sept 2012 - May 2013

  • Technical Advisor

    Aug 2009 - Sept 2012
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  Al Tayer Group

  Jun 2013 - Feb 2016

  Sales Consultant/Team Leader

  • Greeting & welcoming all potential and existing customers to the store. • Matching the customer’s needs to the right product. • Willing to approach customers and able to close a sale. • Working as part of the sales team providing excellent customer service. • Taking customer payments in cash or via credit cards. • Excellent product knowledge. • Dealing with and resolving customer complaints and concerns. • Building a great rapport with customers.• Having team meeting and sharing best practice ideas with colleagues.• Adherence to all Company policies and procedures. • Maintaining very high merchandising standards. • Analyzing sales statistics and determining sales potential & inventory requirements.• Preparing daily workloads for staff & co-ordinating the daily allocation of work. • Motivating the team to achieve high standards and KPI targets. • Handling new client enquiries and acting as the face of the business. • Dealing with and resolving problems and issues which arise. Working with the sales and marketing team to drive sales forward. • Mentoring and training up junior and new staff. • Monitoring & reporting on standards & performance targets. • Arranging & chairing weekly team meetings, focussing on targets & achievements. • Implementing new initiatives. • Praise team members and creates a positive working environment. • Ensuring all administrative and IT records are entered and updated correctly. • Providing prompt and accurate information on individual performance. Show less

• 

  Christian Dior Couture

  Apr 2016 - Jun 2021

  Senior Sales Associate
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  Gucci

  Jul 2021 - now

  • Team Manager

    Sept 2024 - now

  • Senior Sales Associate

    Jul 2021 - Sept 2024