ABDELAZIZ BENREBEH
Senior Telecom & Customer Experience Manager
Salaire / Taux journalier
Freelance, ouvert au CDI
Expertises
Langues
À propos
Introduction
Senior Telecom & Customer Experience Manager with 19+ years of experience in QoS, QoE, and network performance optimization. Proven track record in improving customer satisfaction, leading benchmarking initiatives, and driving data-driven CX transformation in large-scale telecom environments. Strong expertise in network analytics, customer journey optimization, and cross-functional leadership.
Expérience de travail
Customer Experience SOC Manager
Amaris Consulting (Huawei Project)
oct. 2024 - Présent
2 ans 1 mois
– Lead Customer Experience and SOC activities for digital transformation program – Improved customer satisfaction through data-driven VoC analysis and real-time feedback integration – Managed network analytics to proactively identify and resolve performance issues – Led benchmarking initiatives comparing KPIs with competitors to identify improvement areas – Oversaw customer complaint governance, improving resolution efficiency and reducing recurring issues – Managed integration of crowdsourced platforms (Ookla) for performance monitoring
QoS & Customer Experience Manager
Ooredoo Tunisia
juil. 2014 - sept. 2024
10 ans 3 mois
– Managed end-to-end QoS and QoE monitoring across mobile network services – Led competitive benchmarking strategy using NPS, SQI, and customer perception metrics – Improved network performance through KPI analysis (throughput, latency, MOS, video quality) – Delivered executive-level reports and insights to top management – Led customer journey mapping initiatives to enhance user experience – Coordinated troubleshooting with technical teams using L3, OSS, and trace analysis
Team Leader – Roaming & International Traffic Audit
Ooredoo Tunisia
oct. 2012 - juin 2014
1 an 9 mois
– Led monitoring of QoS/QoE for roaming and international traffic – Improved service reliability through active and passive KPI monitoring – Managed testing frameworks for voice, SMS, data, and signaling performance
QoS & Audit Engineer
Tunisiana
déc. 2008 - oct. 2012
3 ans 11 mois
– Monitored network KPIs and service quality across GSM/3G networks – Conducted drive tests and benchmarking campaigns – Identified and resolved radio and core network issues
Project Engineer – QoS & Audit
Syscom (Tunisie Telecom Project)
juin 2006 - déc. 2008
2 ans 7 mois
– Performed drive tests and network optimization for GSM/GPRS – Analyzed network issues including interference, congestion, and call failures
Licences et certifications
SS7 Signaling (GSM & GPRS)
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Cloud Computing Overview
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LTE & LTE Advanced
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Risk Management
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ITIL Foundation V3
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5G Advanced, 5G RAN, VoLTE Training
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Project Management Professional PMP
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