Bassem Bouzemmi

Experience

• 

  Teleperformance

  Sept 2001 - Sept 2005

  Operations Manager

  - Manage a business unit composed of 60 customer Internet advisors and 5 team leaders on behalf of the Orange France broadband operator.- Train, coach and motivate the team of team leader’s to meet the quantitative and qualitative objectives of the client.- Propose corrective management actions on the basis of HR indicators, production and quality.

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  Transcom WW

  Oct 2005 - Sept 2009

  Business Manager

  - Management teams, a total of six team leader directly and 90 employees working in outbound calls, acquisition incoming calls, assistance and Back Office Mobile on behalf of a French MVNO “Virgin Mobile ".- Manage customer relationship directly with the client, through the organization of daily and weekly conference calls.- Participate in monthly meetings to review production headquarters in Paris with the client and the direction of Transom, and specifically with the Marketing team, as a project manager on the activities of outbound & inbound acquisitions Mobile for Tunisia.- Analyze the various indicators of profitability while focusing on clear margin each month. Show less

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  Ooredoo Tunisie

  Oct 2009 - now

  Responsible for Customer Centricity Program one of the pillars strategic programs.Creating a true Customer Centric strategy across the organization, enhancing the current CX by improving CSAT and NPS. Engaging with internal stakeholders along the way.Key aspects of the role include :- Heads several business units in Customer Experience comprising of Contact Center (Inbound, Outbound, Retails, Digital Care & Social Media), Customer Experience Management, Service Operations (Back Office/ B2B Activation/Collections) and Business Planning & Support - Development and Support for technology enablement and innovation in CX e.g. digitalization & transformation of legacy CX operations with new technologies (Al - Chabots, multi-Digital channels, with Omni_Channels..seamless Experience.- Permanent Member of executive Committee Management. - Proud of launching the first Digital contract for B2C prepaid segment for Indirect Sales, with Dealer-App.- Gaining insights into the current customer journey and enhancing to deliver improvements.- Challenging current NPS and CSAT programmes by introducing internally a solid Voice of Customer.- Challenging internal voices and listening to external Customer Verbatim’s and Voice of Customer.- Running CX meetings at organizational level to understand how the business is delivering and uncovering the needs of customers.- Working with internal product teams to design customer journeys and also advise on offerings that customers.- Implement findings and fostering a culture of Customer Centricity across Ooredoo Tunisia.===> Proud of the decrease of customer Request in the call center by 60% in 4 Years, and increasing digital request to 31% from Total customer Requests. (All channels with Human Treatment). Launching a global digital program with end to end CX across all touch points with the customers). Proud of the Amazing Results that Ooredoo Tunisia elected as a Best Customer Service for five years in arrow: 2020 to 2024. Show less - Management of residential front office and social media teams, a total of 300 employees, dedicated “Mass Market " segment with 6 Million customers.- Monitoring and achieving KPI's set by direction and the group.- Initiate corrective action in case of non-achievement of certain KPIs.- Manage and participate in many customer care strategic projects/ the implementation of social CRM, Self-care (Web, Mobile and IVR) and reducing simple demands,- Establishment of the new entity “Community Management customer care” for digital customer relationship with an effective process through various social networks , Facebook, Twitter client relationship ..... Show less

  • Senior Director-Customer Care

    Jan 2022 - now

  • Director-Customer Care and operations

    Jul 2018 - Dec 2021

  • Director Customer Operations

    Jan 2016 - Jun 2018

  • Director residential customer Care

    Jun 2015 - Jan 2016

  • Customer Care senior Manager

    Jun 2010 - May 2015

  • Customer Care Manager

    Oct 2009 - May 2010
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  Ooredoo Group

  Jun 2014 - Dec 2014

  Ooredoo Group Customer Care Consultant (6 months Assignment)