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Othman BENABDA

MONTPELLIER

En résumé

Customer Services Manager with high-energy, results-oriented professional with over 9 years of technical support, sales, and customer services experience. Proven ability to motivate employees to achieve optimum performance levels. Fast-track promoted to customer services manager based on leadership qualities, strategic thinking, and astute relationship management skills. Consistently achieve high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.

I started as a technical engineer in 2004 my leading part was to solve technical issue and ensure customer satisfaction, after 6 months I was promoted to a technical expert in order to ensure a high level skills to the agents through mentoring/training and help them to increase their ability to solve problems faster.

In 2007 I had my first experience in people management; I was in charge of 16 – 20 technical engineers/ Coach for Southern Europe Region especially for Consumer and Small & Medium Business.

Currently I’m a Customer Services Manager for France, Switzerland and Belgium in charge of Small and medium business, Partners and retailers.



Mes compétences :
Management
Gestion de projet
Leadership
Team building
Service client
Gestion de la qualité
Six Sigma
Gestion de la relation client
Social media

Entreprises

  • Dell - Customer Services Manager

    MONTPELLIER 2009 - maintenant Managed Customer services of three countries |France –Switzerland - Belgium | by giving strong support to Sales – Finance – Direct customers through resolution of more than 4000 requests per Quarter |Phone – Mail – Chat | for Technical Support and Customer Care. Directly supervised agents - supervisors - Partner & Retail. Monitored service levels, call volumes and schedules; took action needed to ensure customer satisfaction, cost control, revenue and efficiency.

    •Established higher Business center standards by redesigning employee performance score cards to capture essential qualities of high-level customer service.
    •Improving Customer satisfaction through customer survey and tracking system, resulting in valuable feedback for continuous improvement efforts
    •Reducing Executive Escalation from Customers & internal Departments
    •In charge of Customer Services ISO 9001: 2008 certifications for Care Casablanca – FY13 Q1.
    •Implemented End 2 End concept to the Partner / Retailer– dedicated a Team with high level skills managing a complex metrics,
    •In charge to drive the Time to Resolve on Care Casablanca – an important initiative that helped the customers to solve their issues faster –
    •Enabling customers to have a higher Service Level based on their expectations; FY12Q1 at 46% - FY13Q1 at 96%.
    •FY13 Q3 Implemented a Technical sales team including multi-skilled agents with competencies to Solve & Sell ; a great opportunity for the customer to have one interlocutor, the impact was very positive on the customer experience

  • Dell - Technical Support Team Leader.

    MONTPELLIER 2007 - 2009 Oversaw 20+ customer service representatives, directly monitoring and coaching their performance. Resolved escalated customer complaints and issues, ensuring one call resolution. Facilitate team meetings; following agent performance through regular 1 to 1.

  • Dell - Technical Support Expert

    MONTPELLIER 2005 - 2007 •Ensure technical high level skills to the agents through mentoring – training.
    •Take ownership on the complex cases in order to reduce the time resolution.
    •Give support to the low performers to increase their ability to solve issues faster

  • Dell - Technical Support Engineer

    MONTPELLIER 2004 - 2005 Provide assistance to customers in order to fix their issue through on-line diagnostics.

Formations

  • IGA (Casablanca)

    Casablanca 2000 - 2004 Bac + 4

Réseau

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