Moez Hammami

Skills: Account Creation · Customer Relationship Management (CRM) · Customer Support · Communication · French · Customer Experience · Client Liaison

Skills: Analyst Relations · Written Communication · Operational Activities · Indicators · English · Microsoft Excel · Communication · Problem Solving · Attention to Detail · Analytical Skills · French · Performance Appraisal · Service-Level Agreements (SLA) · Pivot Tables · Performance Metrics

Developed shift schedules, optimising staff allocation based on demand patterns. Monitored real-time metrics to adjust forecasts and improve service delivery efficiency. Conducted monthly performance reviews to analyse trends and enhance workforce strategies. Collaborated with management to identify staffing needs for upcoming projects and campaigns. Trained team members on scheduling tools, fostering consistent adherence to best practices.

Skills: Analyst Relations · Written Communication · Operational Activities · Service Levels · Indicators · English · Communication · French · Performance Appraisal · Interpersonal Communication · Service-Level Agreements (SLA) · Performance Metrics

Led daily operational meetings to enhance team performance and efficiency. Supervised staff training programmes, ensuring adherence to company standards and norms. Managed daily call centre operations, ensuring team meets KPIs consistently. Conducted performance reviews, providing constructive feedback to enhance team skills. Coordinated with departments to streamline workflows and enhance overall service delivery.

Delivered exceptional customer service while maintaining a high satisfaction rate. Provided detailed product information and troubleshooting steps to enhance user experience. Resolved complex technical issues swiftly and efficiently. Collaborated with cross-functional teams to improve support processes and solutions. Trained new hires on best practices for handling customer inquiries and technical issues.

Skills: Service Levels · Account Creation · Customer Relationship Management (CRM) · Customer Support · English · Communication · Customer Satisfaction · Customer Service · Pivot Tables · Customer Experience · Client Liaison

Managed alerts to ensure timely responses to network issues and service disruptions. Analysed call and data trends, providing actionable insights to enhance service reliability. Collaborated with cross-functional teams to implement efficiency-driven solutions. Presented performance reports to stakeholders, highlighting trends and improvement areas.

Developed strategies to boost team performance and enhance customer satisfaction. Monitored KPIs and prepared reports to track team productivity and customer feedback. Coordinated with departments to resolve escalated customer issues swiftly and effectively. Led weekly team meetings to foster communication and motivate team members consistently.

Coordinated with technical teams to resolve network issues for customers promptly. Processed billing inquiries and managed account-related concerns for users effectively. Delivered exceptional service while handling high-volume customer interactions daily. Trained new staff on best practices for customer service in the mobile sector.