CHESS
ZOUHEIR REGAIBI
Senior Account Manager
Kenitra Morocco
Summary
(19 Years’ Experience in Call Center & Customer Service) . A financially savvy, Customer experience & Data Driven Oriented Manager with a passion for Innovation. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Keen to build and maintain relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
4
4
Languages
Work History
Senior Operations Manager
Sitel Rabat
RABAT
2021.04 - Current
- Managing 5 Operations Managers with 430 Fte's
- Managing Abbott Diabetes care customer service with multipule languages and LOB's ( French , English , Spanish , Italian , German ,Arabic )
- HP Account with with a focus to grow witht the Italian LOB
- Equifax Account with Canadian market (French & English)
- Provided leadership for continual management and employee training initiatives.
- Managed employee-related issues encompassing labor, turnover and diversity.
Senior Account Manager
Webhelp Morocco
Rabat
2019.09 - 2021.04
- Managing FedEx & Xiaomi operations French Market
- Developed and managed plans to grow territory more than 35% through Quality achievement Metric & Quality of Service
- Increased revenue by 10% Gross Margin through FTE Growth
- Partnered with 2 Operations Managers and 7 Supervisors to prepare, design, implement and measure success of Operations
- Dec 2020 : Xiaomi Expansion with Webhelp with : Egyptian & Moroccan Market as Ramp up Business Development Achievement:
- Maximizing & developing Revenue and Gross Margin for Fedex From Dec 19 to Dec 20: +3% of Gross margin Mail Business (+15 agents) for France and Switzerland Grow of the French market by 10 agents
Account Manager
Teleperformance Temara
Temara
2014.01 - 2019.07
- Ebay: French & Canadian Markets: 140 Agents, 15 Managers (Mail, Chat, Phone) Business Development achievement: moving from 90 agents to 140 agents
- Microsoft: 250 Agents & 50 Managers (Chat & Phone) Helped developing Xbox account & Outlook LoB along with UK Market as well
- Samsung: 120 Agents & 10 Managers (Chat & Phone) As business Grow : Samsung Benelux (+20 agents ) French part : that has been conducted through KPI results achievement on a weekly Basis
- Driving creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Six Sigma initiatives
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
Trainer/CEPM (Customer Experience & Process Manager/Operations Manager
SITEL Morocco
Rabat
2004.10 - 2013.12
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Monitored participant workflow and behaviors throughout training process.
- Developed effective training plans based on department needs and objectives.
- Educated clients on proper use of products and systems.
Education
TSSI ANALYST PROGRAMER - Computer And Information Sciences
OFPPT ISTA
MOHAMMEDIA 2002.09 - 2004.06
Skills
Client account management
Delegation
Business development
Coaching and mentoring
Accomplishments
- Certified Yellow Six Sigma and Practitioner Green Belt COPC Six Sigma
- Teleperformance Institute Training: Quality, WFM, Finance Training (Athens – Greece Oct 2017) Lean Six Sigma : Optimization – Quality Improvement & Cost Reduction
Interests
ARCHERY
Timeline
Senior Operations Manager
Sitel Rabat
2021.04 - Current
Senior Account Manager
Webhelp Morocco
2019.09 - 2021.04
Account Manager
Teleperformance Temara
2014.01 - 2019.07
Trainer/CEPM (Customer Experience & Process Manager/Operations Manager
SITEL Morocco
2004.10 - 2013.12
TSSI ANALYST PROGRAMER - Computer And Information Sciences
OFPPT ISTA
2002.09 - 2004.06