Experience

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  Ibm

  Jan 2008 - Apr 2014

  Scope Of Support: Customer Care And Technical SupportClient: External Client ,Global Leader in the area of Document services, Digital imaging, IT services and IT consulting.Main Responsibilities:- Organize and control team's activities in order to meet the SLAs and KPIs (CSLs , KPIs , Attrition , Absenteeism, CSAT, Shrinkage, Utilization)- Monitor and Maintain team's efficiency and quality performance (recruitment and selection, professional development, unit's quality supervision, direct report's supervision and feedback)- Organize, supervise day-to-day work in order to deliver service accurately and on time- Maintain and develop client/customer relationship- Identify, research and resolve problems, queries and provide support to all unit team members- Prepare and review the SLAs and KPIs regular reports- Coordinate Internal Monthly Controls as well as on demand audits Show less

  • Operations Manager

    Aug 2012 - Apr 2014

  • Team Leader

    Aug 2010 - Jul 2012

  • Customer Service Representative

    Jan 2008 - Jul 2010
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  Concentrix

  Apr 2014 - Aug 2019

  2018-2019: Scope Of Support: Consumer Gaming Project Management and Client Relationship Management. P&L responsibilities.Client: External Client ,Global Leader in Gaming platforms manufacturing and business development. 2016-2018: Scope Of Support: B2B Project Management and Client Relationship Management.Client: External Client ,Global Leader in electronics and telecom products manufacturing. Main Responsibilities:- Operate as the lead point of contact for any matters specific to the customer- Organize and control team's activities in order to meet the SLAs and KPIs (CSLs , KPIs ,WFM)- Monitor and Maintain team's efficiency and quality performance (recruitment and selection, professional development, unit's quality supervision, direct report's supervision and feedback)- Organize, supervise day-to-day work in order to deliver service accurately and on time- Maintain and develop client relationship- Identify growth opportunities and lead related project plans- Forecast and track key account metrics- Prepare and review the SLAs and KPIs regular reports- Coordinate Internal Monthly Controls as well as on demand audits- Project Management- Responsible for financial operations. Control Cost & revenue- Transition Management Show less Scope Of Support: Customer CareClient: External Client ,Global Leader in manufacturing consumer electronics, computer software, online services, and personal computers.3 projects with English, French, Spanish, Portuguese and German 250 + FTEClient: External Client cable, satellite and broadcast television network, and multinational corporation specializing in televised home shopping. Scope Language: French 50 + FTEMain Responsibilities:-Deliver Transition Projects (managing risk, governance, quality assurance, issue resolution, reporting, Steam-lines: Technology, HR, Recruitment, KT , Training, WFM, Quality Assurance, Financial and Business Controls activities)- Act as a central liaison for all transition activities - Operationalize relevant contract SLA’s and obligations - Manage day to day Transition project communication both within Transition team and all other stake holders and produce relevant reports - Full responsibility for the management of the wider transition team involving additional project management resource, internal technical resource, 3rd party suppliers, account team members and client stakeholders - Interface with 3rd party suppliers, involving agreement, planning, timelines and quality of deliverables - Produce detailed project plans to manage interdependencies - Adhere to relevant escalation processes for the Transition Process. – Manage the expenditure within the Service Transition, ensuring all costs are recorded against products and services delivered – Create and effectively manage the stakeholders, incorporating all project work streams - Monitor the programme/project ensuring issues resolution– Review the outcomes of the Transition Projects to determine any corrective actions that could be taken to improve timely delivery Show less Scope Of Support: Customer Care And Technical SupportClient: External Client ,Global Leader in the area of Document services, Digital imaging, IT services and IT consulting.Main Responsibilities:- Organize and control team's activities in order to meet the SLAs and KPIs (CSLs , KPIs , Attrition , Absenteeism, CSAT, Shrinkage, Utilization)- Monitor and Maintain team's efficiency and quality performance (recruitment and selection, professional development, unit's quality supervision, direct report's supervision and feedback)- Organize, supervise day-to-day work in order to deliver service accurately and on time- Maintain and develop client/customer relationship- Identify, research and resolve problems, queries and provide support to all unit team members- Prepare and review the SLAs and KPIs regular reports- Coordinate Internal Monthly Controls as well as on demand audits Show less

  • Account Manager

    Dec 2015 - Aug 2019

  • Transition Manager

    Jan 2015 - Nov 2015

  • Operations Manager

    Apr 2014 - Dec 2014
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  Sutherland

  Sept 2019 - Mar 2022

  Director – account management

  Scope Of Support: B2B Team, Financial and Client Relationship Management.Client: External Client ,Global Leader in Internet-related services and products, which include onlineadvertising technologies, a search engine, cloud computing, software, and hardware. Product: Cloud platform, a collection of cloud computing, productivity and collaboration tools, software and products.Main Responsibilities:▪ Leading a high HC team B&M and WFH▪ Financial P&L and budget management. Revenue and Cost control.▪ Control, oversee and consultation on overall multi-vendor forecasting process.▪ Organize and control team's activities in order to meet the SLAs and KPIs (CSLs , KPIs ,WFM) onmulti-LOB environment.▪ Monitor and Maintain team's efficiency and quality performance ▪ Monitor and Maintain Up-Sale activities ▪ Organize, supervise day-to-day work, ensuring accurately and on time service delivery▪ Operate as the lead point of contact for the client, lead and manage Business review dynamics▪ Maintain and develop client relationship, business development and growth▪ Define, develop and implement highly successful service delivery strategies in conjunction withstakeholders▪ Identify growth opportunities and lead related project plans, pilots and concept proving▪ Forecast and track key account metrics▪ Prepare and review the SLAs and KPIs regular reports▪ Coordinate Internal Controls as well as on demand audits▪ Career development of management team, succession planning. Show less

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  Dxc technology

  Apr 2022 - now

  • Executive Sales Professional | Data & AI | Applications | Engineering

    Nov 2023 - now

  • Large Deals Bid Manager

    Apr 2022 - Oct 2023