Djillali Baba Ahmed

Experience

• 

  IPATdz

  Jun 2005 - Sept 2005

  IT Network Engineer (Trainee)

  internship at the Internet Provider Algeria Telecom (IPAT).

• 

  Sonatrach

  Mar 2008 - Sept 2008

  IP Network Engineer (Stagiaire)

  Élaboration d'une Stratégie de qualité de service QOS pour la gestion des flux applicatifs de l'entreprise Sonatrach

• 

  IPATdz

  Sept 2008 - Mar 2009

  IP Network Engineer

  - Integration, Configuration and implementation of IP Network solution

• 

  S.dental - MDI

  Apr 2009 - Dec 2009

  Pharmaceutical Sales Representative

  - Market research & analysis ( Region : West & South – 12 Wilayas )- Statistic & Reporting - Sale and promotion of dental and medical products

• 

  Ooredoo Algerie

  Jan 2010 - Aug 2019

  Customer Experience Performance Management :• Responsible for KPIs definition and Measurement of Customer Experience (CE) KPIs• Responsible for Voice of Customer (VOCE) platform implementation and administration• Creation of functional CE Dashboards and conduct performance analysis with each function Manage and Monitor implementation of the Customer Experience Projects Roadmap.• Implement: Oversee and Monitor the implementation of the customer experience projects managed by different functional business owners• Measure: Measure the results, KPIs achievements after projects’ finalization • Plan: Yearly Planning of the key CE improvement initiatives – Business Cases, KPIs and targetsAssure Customer Experience - Voice of the Customer Process implementation in Ooredoo Algeria• Collect Customer Feedback (VOCE, Social Network, etc.)• Analyze VOC and recommend corrective actions in the VOC Committee.• Identify and resolve deficiencies in Ooredoo impacting customer processes. Utilize all customer data collection points and distill the latter into compelling recommendations for improvement of productivity, process flows, increased revenue and return on investment (ROI).• Lead and assure the CE training on the use of the VOC portal at a functional level with operational teams Show less Détachement pour 06 Mois au sein de l’équipe Stratégie, dans le cadre du projet Customer Experience Management .Apporter une vision plus claire et précise sur l’expérience client de bout en bout, en identifiant, et analysant les pratiques influant sur la perception d’éléments, ou d’indicateurs clé pertinent, sur la bonne conduite de la gestion de l’expérience client, et ainsi, enrichir et rehausser l’expérience vécue par nos clients. Partant de données opérationnelles, d’études de satisfaction (C-Sat ) et de retour Clients (VOC), la démarche prend appui sur des investigations provenant de différents directions: Service client, ventes, solution entreprises, distribution, technologie, marketing et stratégie Etc... ayant pour but de proposer un modèle de management de l’expérience client en soulignant les différentes interactions et écarts entre l’expérience proposée (par l’entreprise) et l’expérience vécue ou perçu (par nos clients). Show less - BSS & NSS Network Monitoring (E///, NSN, Siemens)- Radio & CORE KPI reporting- Building statistical report on Business Object- Building of the Technical CTO Dashboard & Technical Operation Dashboard- Follow the signaling and traffic performances of the Cells / BSC.- BO Users Administration - Making a weekly cartography (BSC /Cell ) of Network performance Availability per Wilaya on Map info - Responsible of weekly meeting Comity with 04 Team leaders (BSS, NSS, Trans, NMC) to follow up the majors issue impacting unavailability of Network nodes Show less

  • Customer Experience Manager (CEM Performance Manager)

    May 2015 - Aug 2019

  • Senior Specialist Performance Customer Experience

    Sept 2014 - Apr 2015

  • Senior Specialist Network Performance Management RAN2G/3G/4G

    May 2012 - Apr 2015

  • Network Performance Management Engineer

    Jun 2011 - Apr 2012

  • DATA Analyst Engineer

    Jan 2010 - Jun 2011
• 

  NielsenIQ

  Sept 2019 - now

  Consumer Insights Manager