houda gasmi

• Leading and supervising a team of 12 Customer Satisfaction Officers, ensuring high-quality service delivery and operational efficiency. • Collaborated with the IT department to enhance and align customer-related tools with operational needs, laying the groundwork for integration. • Defined functional requirements for CRM tool improvements, acting as a liaison between end-users and IT stakeholders • Supported reporting automation and data consolidation projects, contributing to a more integrated and scalable information system • Collaborating closely with the IT department to improve and align customer relationship management tools with business needs • Designing and maintaining dashboards to monitor performance, track trends, and support data-driven decision-making • Driving digital transformation initiatives, including operationnel interface enhancement, automation, and cross-functional process optimization. • Boosting customer satisfaction via data-driven action plans . • Supervising KPIs, customer feedback, and e-reputation scores. • Conducting root cause analyses on customer dissatisfaction to guide corrective actions and long-term solutions • Coordinating the centralization of customer relationship management projects across multiple business units to ensure consistency and alignment with group strategy

-Led the design and rollout of customer-centric processes to improve service delivery and operational efficiency -Analyzed customer feedback and service data to identify friction points and drive continuous improvement initiatives -Worked cross-functionally with internal teams and external stakeholders to align service delivery with evolving business and client needs -Contributed to digitalization efforts by supporting the enhancement of CRM tools and the implementation of data-driven action plans -Participated in quality audits and collaborated on the development of internal standards and best practices