Walid CHOKRI

En résumé

Entreprises

• Ibm Global Services - Coach Quality

  Informatique | Brno 2017 - maintenant • Performance manage inbound call teams to drive up CSAT satisfaction
  • Provides coaching and feedbacks to team manager in order to improve customer experience
  • Develops opportunities to reduce customer dissatisfaction
  • Motivates and inspires team members, maintains healthy group dynamics, facilitates problem solving and collaboration, and helps drive appropriate workplace behaviours

• Ibm Global Services - CUSTOMER SERVICE REPRESENTATIVE

  Brno 2017 - maintenant Ensure consistent productivity and quality of service
  Meet SLAs and individual KPIs, maintain customer satisfaction
  Ensure that all tickets are logged and assigned according to the account’s
  procedures
  Handle any frontline technical queries and fix or log them appropriately accurately
  reflecting content of the call
  Handle and assist second level teams with problem determination
  Escalate queries when required to appropriate personnel
  Minimize outbound call duration and quantity
  Monitor ticket queues
  Apply end to end ticket and call handling expectations of account
  Escalate any issues as soon as they arise to the appropriate contact
  Identify knowledge management gaps and drive closure.

• PhoneControl - Sales Team

  2017 - 2017 Prospecting and customer portfolio development
  Achieving sales and objectives affects the turnover level
  Commercial follow-up
  Recovery
  Customer loyalty.

• K-DYNASTY - Manager Production

  2015 - 2016 Mastery of technical evaluation meetings
  Motivation animation team
  Conflict management
  Animation of a meeting
  Relationship principal / provider
  Management call centers (front & back office)
  Monitoring of performance indicators
  Setting up of incentives to performance.

• Metracocam Cameroun - CUSTOMER RELATIONS EXPERT IN AFRICA

  2014 - 2015 Creating customer relations services (support, sales, retention, recovery)
  Relationship principal / provider
  Oral and written communication techniques
  Management of tough call
  Coordinating training sessions for sales and marketing staff
  Sales techniques situation of distance relationship
  Claims management
  Mastery of technical evaluation meeting
  Evaluation
  Motivation & animation team
  Conflict management
  A meeting of animation
  Management call center (front & back office)
  Monitoring of perfermance indicators
  Setting up incentives linked to performance.

• Tunisie Porcelaine - SALES MANAGER

  Naâssen 2014 - 2014 Validate controls
  Check of availability of stock
  Coordination with manufacturing plants
  Prospect for new customers
  Implementation of communication plan.

• Groupe Hammami - SALES MANAGER

  2012 - 2014 Service agreement manager
  Prospecting potential clients in state institutions or semi-state to develop the
  customer portfolio
  Implementation of the communication plan
  Create and track customer administrative records
  Customer loyalty
  Recovery.
  
  Logistic and Warehouse
  Analyze and coordinate the actions of various services (Production, purchasing,
  warehouse...) to optimize the flow
  Manager of the team logistics and handlers
  Negotiate with carriers
  Identify and modify the course of the production phases
  Anticipate unexpected situations & quickly take corrective decisions.

• Espace SEMIT - SALES EXPERT

  2012 - 2012 Prospecting and customer portfolio development
  Achieving sales and objectives affects the turnover level
  Commercial follow-upRecovery
  Customer loyalty.

• OPTIMUM GROUPE - SALES MANAGER & PRODUCTION

  2009 - 2012 The management of the customer portfolio and partnership agreements
  Prospect the market for TUNISIE TELECOM account
  Retention and development of TUNISIE TELECOM portfolio
  Supervise sales teams who are in contact with customers
  Manage litigation
  Establish a logistics strategy for quality service
  Determine the strategic directions, are the objectives and the means to implement
  after analysis and evaluation of the different components market
  Develop marketing actions such as : creation of brochures presenting the company
  & its offerings, participation in fairs and conferences nationally & internationally.
  
  Auditor
  Audit of call centers
  Audit the call center TUNISIE TELECOM.
  
  Project Manager
  Participation in OPTIMUM GROUP launch and creation
  Control of optimum project in regions (Tunis, Metlaoui , Redayef, Beja ,Kef ...) in term
  of : management human resources, production, training .. etc.

• GROUPE 3S - MANAGER FOR STATISTICAL PROCESSING

  2008 - 2009 Set the codification of open questions & product classes
  Prepare programming transmitted, questionnaires by internal customer
  Proceed with the codification of data entered
  Make the treatments developed and statistical data (according to the instructions)
  Ensure the relationship with the internal client for the duration of the study.

• Teleperformance - Customer Service Manager

  Asnières sur Seine 2004 - 2007 Animation and management (Coaching, training, assessment & follow-up)
  Compliance with commitments, and ensure Client Interface
  Positive: Management of Customer Relationship
  Analysis of results and taking action
  Inserting tables Edge, statistical tools and procedures
  Qualitative monitoring and developing the Quality Reporting
  Development of the image and quality of the company.

Formations

• Centre Canadien De Developpement Humain (Tunis)

  Tunis 2015 - 2015 Mini MBA

• Institut Supérieur Des Arts Multimédias (ISAMM) (Mannouba)

  Mannouba 2003 - 2006 technicien superieur

Réseau

• Abdelmajid KRISSAANE

• Gattoufi FAKHREDDINE

• Hatem BEN HAMMOUD

• Jean-Marie EVRAT

• Lobna BECHIKH

• Michel POULAERT

• Mustapha BEN HAMMOU

• Myriam MBAREK

• Olivier RENON

• Souhail SNOUSSI