Hakim Jabli

Senior Team Leader – Retention & Loyalty Projects Lisbon | 2024–2025 - Built a new Retention department from the ground up, recruiting, onboarding, and leading a team of 15 sales agents. - Developed loyalty and retention strategies that enhanced customer value and reduced churn for Swiss market clients. - Aligned departmental operations with the Group’s strategic vision, ensuring seamless integration with overall business goals. - Managed administrative tasks, performance reporting, and KPI tracking to optimize productivity and results.

Senior Team Leader – Maxi Zoo / Fressnapf CX Operations Webhelp, Lisbon, Portugal | 2020 – 2023 - Oversaw operations across 6 international markets, managing 3 Team Leaders, 1 Quality Analyst, and 35 customer service agents. - Designed, implemented, and continuously improved business processes, ensuring operational excellence and compliance. - Conducted financial analysis and budget oversight, including billable hours, revenue forecasting, and margin optimization. - Acted as the central Point of Contact between diverse stakeholders: technical, logistics, finance, HR, and L&D teams. - Led problem-solving initiatives by identifying operational gaps, creating corrective action plans, and negotiating solutions. - Consistently achieved and exceeded client and internal KPI targets through data-driven management and coaching.

Training Coordinator (ISO 9001) BNP Paribas, Lisbon, Portugal | Jun 2020 – Nov 2020 - Coordinated training projects for the Group’s Learning & Development department, from needs assessment to deployment. - Designed, maintained, and analyzed KPI dashboards to measure learning outcomes and program effectiveness. - Managed and optimized the department’s SharePoint platform to improve accessibility and collaboration. - Planned and executed all L&D events, ensuring on-time delivery and stakeholder satisfaction.

Trainer (ISO 9001) – SFR, eBay (Policy/ Risk /CS), Canon Teleperformance, France & Portugal | 2009 – 2016 - Delivered training for customer service, product knowledge, sales techniques, and management skills. - Designed training programs and materials for both soft skills and technical knowledge. - Facilitated new hire onboarding, continuous education programs, workshops, and e-learning modules. - Assessed training effectiveness, generated performance reports, and implemented improvement plans.

Technical Support to CNES – French Space Agency Eurospace, Paris, France | 2002 – 2005 - Supported all space standardization activities for CNES, maintaining internal databases and issuing weekly newsletters. - Served as secretariat for the Eurospace ECSS Panel, managing scheduling, organization, and official minutes. - Co-led the creation of the European Spacecraft Database 2003 and its subsequent Study Report. - Contributed to the publication of “Facts and Figures 2001” and developed Eurospace statistical indicators.