Ichich Younes

Skills: product ownership · IT recruitment · business strategy · Start-up · workflow design · talent management

• Managed subscriber accounts, ensuring accurate and up-to-date information was maintained across all systems. This involved overseeing account setups, modifications, and cancellations, while maintaining a high level of customer satisfaction. • Handled a wide range of subscriber requests, providing expert advice, technical assistance, and troubleshooting support. This included guiding customers through complex technical issues, offering tailored solutions, and ensuring a smooth and positive user experience. • Addressed and resolved customer complaints by analyzing the root causes and implementing effective solutions. Managed all aspects of customer interactions, from initial inquiry to final resolution, ensuring that clients received timely and comprehensive support.

• Optimized workflow processes by identifying bottlenecks and implementing strategic improvements, which led to a measurable increase in service efficiency for ADSL, FTTH, and associated services such as VOIP and IPTV. These enhancements reduced service downtime and improved overall network reliability. • Led and piloted technical teams in diagnosing and resolving complex technical issues, ensuring that high standards of service were consistently met. This leadership role involved coordinating efforts across various departments to streamline operations and deliver rapid solutions. • Analyzed and resolved technical incidents by applying a methodical approach to problem-solving, utilizing advanced diagnostic tools, and leveraging in-depth knowledge of network systems. This proactive approach resulted in a significant reduction in incident resolution time and a marked improvement in customer satisfaction metrics. • Managed the complaint handling process for both "General Public" and "Enterprise" clients, ensuring that issues were addressed swiftly and effectively. Developed and implemented strategies to prioritize and resolve complaints, which enhanced client trust and loyalty while reducing churn rates.

• Co-founded Studiolab France, playing a pivotal role in establishing the company’s vision and strategic direction. Successfully assembled and led the executive team, bringing together top talent across technical, creative, and operational roles to drive the company's growth and innovation. • Led and managed multiple web projects from inception to completion, overseeing both technical and creative teams. This involved coordinating the efforts of developers, designers, and content creators to deliver high-quality web applications tailored to client needs. • Conducted comprehensive needs analysis for each project, working closely with clients to understand their objectives and requirements. Authored detailed technical specifications that guided the development process, ensuring all project goals were aligned with client expectations and industry standards. • Implemented rigorous project management practices to ensure on-time and within-budget delivery. This included setting clear milestones, managing resources effectively, and mitigating risks through proactive problem-solving and adaptive strategies. • Maintained constant communication with clients, providing regular updates, gathering feedback, and making necessary adjustments to keep projects on track. This client-centric approach ensured high satisfaction and fostered long-term business relationships. • Collaborated with external partners to integrate advanced technologies and services into web applications, ensuring we were equipped with the latest tools and features to meet market demands.

• Led the reprogramming of the BYKAZA platform, focusing on enhancing the customization features for online products. This involved overhauling the platform's architecture to improve user interface responsiveness and expand product personalization options, leading to a more engaging and tailored shopping experience. • Integrated multiple payment gateways (PayPal, Stripe), streamlining the checkout process and providing customers with secure and versatile payment options. This upgrade significantly boosted the platform's sales conversion rates and customer satisfaction. • Managed a cross-functional team of developers, overseeing the entire project lifecycle from planning to deployment. Ensured that all project milestones were met on time and within budget, while maintaining high standards of quality and functionality. • Collaborated closely with stakeholders to define project requirements, set objectives, and prioritize features. Facilitated regular meetings to track progress, address challenges, and adjust project scope as needed to align with business goals.

• Developed and launched a comprehensive real estate portal, Promimmo.ma, tailored to manage and list properties efficiently. Created custom plugins to enhance functionality, including a sophisticated property management system and a REST API for seamless data exposure, allowing real-time updates and integrations with third-party services. • Designed and built a scalable multi-vendor marketplace, Mawla.ma, enabling multiple sellers to operate on a single platform. Integrated secure online payment systems such as PayPal and CMI, ensuring smooth and reliable transaction processing. This project involved complex user role management, product categorization, and a dynamic vendor dashboard for easy management of listings, orders, and finances. • Managed the full project lifecycle, from initial client consultation to deployment and post-launch support. Ensured high performance, scalability, and security of both platforms, providing ongoing updates and enhancements based on user feedback and evolving business needs.

• Optimized ad placements on the Telquel information website, resulting in improved click-through rates and increased ad revenue. • Managed the redesign of the website’s responsive layout, significantly enhancing user engagement across various devices. • Designed and launched a video platform, which broadened the digital content offerings of Telquel. • Implemented SEO strategies through plugin integration, boosting the website's visibility in search engine results. • Collaborated with external IT service providers to ensure seamless integration of new technologies and maintain high performance of the website. • Authored technical and functional specifications for external IT service providers, ensuring clear communication and efficient project execution.