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Abderrahmane TALBI

COURTABOEUF

En résumé

Mes compétences :
people management
operational management
ITIL
team player
interpersonal skills
communication skills
class experience
Team Management Management
Team Management
Software Project Management
SQL
SLA
Requirements Analysis
Project Management Management
Project Management
Pre sales
Object Oriented Analysis/Design
Microsoft Windows 2000 Server
Microsoft Windows
Microsoft Excel
Microsoft .NET Technology
IT Service Management
HP Hardware
Dale Carnegie Training
Customer Relationship Management
Civil Rights Law
Change Management
Business Analysis

Entreprises

  • Hewlett Packard - Service Desk Delivery Supervisor

    COURTABOEUF 2014 - maintenant Primarily concerned with the day to day operational management of the Service Desk encompassing
    SLA adherence, reporting, procedures and communication. The SDDS is jointly (along with the Service
    Delivery Manager) responsible for ensuring that organisational, operational, financial, quality and
    customer satisfaction targets are consistently met or exceeded. Their core focus is to concentrate on process
    improvement, best practice sharing and client satisfaction measures and improvement plans. They will
    work closely with the Managed Service Provider (MSP) to understand issues affecting overall Service Desk
    performance, and work to ensure that all relevant resources are employed to ensure service achievement.
    Their key role is to support the SDM in all tasks and activities to ensure all Service Level Commitments are
    met in line with the Customer's expectations. Collection, consolidation, and dispatch of events/data sent
    by customer regarding customer environment. Analyze data to determine impacts on the SPOC operation
    delivery which could result in: Change to implement: new SPOC scope, support of new application, new
    tools, call volume increase, process creation or modification, adapt SPOC resource, SLA change, new
    services. Perform proactive actions to increase customer satisfaction. Responsible for KPI management,
    business continuity plans, knowledge management, problem management and change management.

  • Hewlett Packard - Senior Team BPO Team Lead

    COURTABOEUF 2010 - 2014 Ensures that all business solutions are achieved and are consistent with department objectives, customer
    requirements, and corporate goals. Advises staff on priorities, technical problems, and administrative
    policies and procedures. Reviews tasks and project status to ensure accurate, timely, and cost effective
    completion.

  • Atento - Production Supervisor

    Las Tablas 2010 - 2010

  • B2S - Senior Team Manager

    2008 - 2010 Optimizing the quality provided and profitability in accordance with the procedures '' customer relationship ''.
    * Satisfy and retain end customers and workforce management. * Advise and mentor service representatives
    and ensure effectiveness. * ensure the provision of necessary resources so that agents can progress and
    compliance. * Establish and share daily reporting and summary documents to officials. * Participate in
    any event organized around the operations and performance (animations, meetings, conf-call, steering
    committees and production, etc.) * Consolidate and report malfunctions that operations (front & back office)
    * Apply a permanent operational standby: customer reminders, incident reporting, etc. * Creating added value
    for our contract customers: Preventive alerts, suggestions for improvement, share best practices, etc.
    1 recommandation disponible sur demande

  • Phone Group - Chargé d'assistance Technique

    Casablanca 2006 - 2007 To log, validate and diagnose customer issues, on the full range of products and applications used on the
    customer site. Providing the customer with a solution through information gathering, analytical trouble
    shooting and problem research, or to route or escalate the call to the appropriate resolution group. Escalation
    and management of calls to agreed service levels. Excellent attendance and punctuality are required.

Formations

  • Université Internationale De Casablanca (Casablanca)

    Casablanca 2014 - 2015 Executive MBA

    Activités et associations : Project management, Leadership & decision, HR, Operational management, Fiance.
    ETIGE
    Technicient Spécialisé Informatique de gestion ( developpement ), developpement .Net environnement
Annuaire des membres :