Adil Fariss

As Service Desk Manager, i was in charge of several retail projects, managing more than 200 FTPs, maintaining a good satisfaction level. • For internal resources and top management, my role was to optimize the overall performance and focus on creating a good work environment, • For customers, my mission was to ensure that contract management and SLAs met the defined contractual targets while keeping these projects profitable Main achievements: • Improving recruitment process: streamline internal communication, driving dashboard implementation • Improving Quality Process: more focus on the ''how'', integrate technical skills evaluation so to improve resolution, showcase quality rendering • Implementing internal resolution and off hook rates • Improving individual performance by including team performance on the individual performance plan • simplifying dashboards and reportings for more accuracy

AS the EMEA Operations Manager, my role was to ensure all contractual engagements were meeting the defined targets, managing more than a 100 FTPs ensuring the customer service for the EMEA region through multichannel and multilingual support to Snapfish customers. Management skills: - Enthusiasm and drive to make innovation happen - Cross-functional team leadership - Multi-cultural work environments Business skills: - Strategy definition through a data-driven approach - Business development - Executive communication People Management: - People management: attracting, recruiting, developing and retaining diverse talents. - Strong result and performance focus. - Personalized development plans for individuals

Operational manager in charge of outbound sales teams (240 FTPs) for a Telecom giant in France, my role was en ensure that the sales were meeting the contractual targets while maintaining a good transverse satisfaction level. Management & Business Skills : • Operations strategy implementation, development & enhancement • Transverse satisfaction to the customer/account/internal actors & upper management • Profitability & billing management • Ensure production & quality reports delivery & accuracy, business & executive reviews • Standardize processes, sharing best practices, implement efficient operations standards People Management : • Staff sustainability & motivation • Training module conception and delivery with the quality team • Absenteeism management • Incentives and bonus plans

As a delivery/project manager my role was to set up, from a business need, a functional helpdesk for the world second retail giant starting from defining needs, hiring and sizing teams, driving the knowledge transfer mission from the old vendors setting the technical infrastructure to launching the running service delivery. I had also the responsibility of managing the PMO ABD (Advanced blended delivery) so to ensure all projects are having a part of offshore handled by the offshore teams (Morocco, Philippines and India) and was in charge of managing the HR BPO team. Technical Skills : • Helpdesk Tools knowledge (Servivce Now, CA USD, CRM) • Expertise in Telco and setting technical infrastructure • Knowledge about Front Office and Supply chain in Retail World Management & Business Skills : • Operations strategy implementation • Transverse satisfaction to the customer/account/internal actors & upper management • Profitability & billing management • Ensure production & quality reports delivery & accuracy, business & executive reviews • Standardize processes, sharing best practices, implement efficient operations standards People Management : • Hiring and recruitment • Mission driving : Best knowledge transfer while assuring information accuracy • Staff sustainability & motivation • Incentives and bonus plans

Change Manager and responsible of implementing and running the Change Management System based on ITIL Pratices, dedicated to AXA Level1 and 2 User Helpdesk. My main priorities were being the facilitator, making sure all changes were handled in time and assuring the necessary several stakeholders satisfaction. I was also a Team Lead in the same Helpdesk Unit, coaching 15 agents and driving their overall performance. Various Skills : • Change Management based on ITIL Practices • People and performance management • Coordination • Knowledge management and process implementation Achievements and Rewards • Gold Award for successful change management implementation • Silver Award for team performance management • ITIL V3 Certified in 2009

As Team Leader and responsible of a 15 support agents team, my role was to ensure the team global performance is attained and make sure the staffing is meeting the volumes received through data analysis. People Management : • Performance driving • Quality real time audits • Absenteeism management Staff and Business Management : • Data analysis (Forecasts) • Staff needs definition through data analysis • Delivering the necessary reports