Younes Moustaouhid

ouverture de la strat up AQUAGARDEN de création et réalisation de bassins de jardins.

Dec 2007 - Jan2011 MICROSOFT CORPORATION Casablanca
Services Delivery Lead
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=> Management en mode outsourcing de 10 centres d’appel; support technique et service clientèle de Microsoft (total : 200 pers.) supportant 22 pays:
Algérie, Bénin, Burkina Faso, Cap Vert, République Centrale Africaine, République du Congo, République Démocratique du Congo, Côte d'Ivoire ,Guinée Equatoriale ,Gabon, Guinée, Jordanie, Liban, Libye, Mali, Mauritanie, Maroc , Niger, Pakistan, Sénégal, Togo et Tunisie.

- Mise en place du service clientèle du Ground 0 en Afrique du Nord.
- optimisation du nombre de personnes et développement des process.
- Satisfaction Client -Afrique du Nord- doublée en un an de 45% à 90%.
- Réduction des coûts de 400k$/an en Liban, Jordanie, et Pakistan.

Feb 2006 - Nov2007 DELL COMPUTERS Casablanca
Customer Care Manager - France
 Managing a team of 32 heads for inbound and outbound calls.
 Improved Customer Satisfaction for Pre and Post Sales
Jul 2005 - Feb 2006 DELL COMPUTERS Casablanca
Call Management Group Manager
 Managing a team of 40 Agents handling European French calls (9000-11,000 calls/day)
 Dispatching calls and liaising with different departments: Finance, Credit Control; Fraud, Collection; Customer Care, Sales, Technical.Support, and Operations.
 Improved Average Handling Time and Service Level
 Attained best manager for two consecutive years in Casablanca with 95% and 98% in Tell Dell survey (yearly Dell survey for Managers evaluation)

Aug 2004 - Jul 2005 DELL COMPUTERS Casablanca
Online Business Manager – Belgium, Luxembourg, and Netherlands
 Managing internet orders of large accounts
 Built new team from ground zero of 20 agents from recruiting, hiring, training, ramp-up to stabilization.
 Increased overall productivity, quality, and velocity
 Transformed moderate team to EMEA best of breed in 3 months