Mohamed Chakir

- Oversee the operation and maintenance of IT platforms (CRM Sales Force, PeopleSoft, ERP SAP, BSCS Billing System, Huawei Online Charging, Comviva Mobile Money, etc.) and provide support to internal users (1,000+ employees) and customers (15 million active customers). - Leading a cross-functional task force comprising key stakeholders from Commercial, Marketing, Customer Experience, and IT Engineering teams to stabilize the newly implemented Sales Force CRM. The objective is to reduce customer complaints, enhance system reliability, and improve the overall customer experience, ultimately driving a higher Net Promoter Score (NPS). - Manage incidents, problems, and changes in compliance with DevOps and ITIL best practices. - Tracking Business/Customer according to Business objectives (Customer’s Billing KPI, Customers offer KPI, Customer’s Complaint KPI, …) - Managing Digital platforms Supervise the CI/CD pipeline for deploying software updates and customer journey enhancements accessible online. - Ensure the security of the entire IT environment through a rigorous implementation of ISO 27001 recommendations. Key Projects & Achievements: =================== Task Force Project to stabilize the newly implemented Sales Force CRM. This initiative resulted in: - 60% reduction in customer complaints by enhancing system stability and process efficiency - Acceleration of complaint resolution time, reducing the average processing time from 30 days to just 7 days. - Improvement in customer satisfaction and NPS, ensuring a seamless and responsive customer experience.

Mission : Strategic and Operation Management of the Team, process, Budget and the quality to ensure High customer satisfaction and a good customer experience of the different products and services for our Moroccan and international B2C and B2B customers. - Overall responsibility for the Mobile Access Network (+ 7500 sites 2G/3G/4G and + 11 Millions of customers), Fixed Access Network (+ 1M Home pass FTTH), Backbone (DWDM, MPLS), 3 Data Centers, VAS and IT platforms - Responsible for the performance, operation, quality, customer experience delivered through our Telecom networks - Responsibility on the Stability of the Network through the evolution, engineering and deployment of the Telecom networks - Responsibility of Operation and Maintenance process (Incident Management, Problem Management, SLA, Change Management, QoS, …) - Oversee the 24/7 on-duty system to ensure continuous operations of all activities in the department - Plan and follow-up of the OPEX (30 Million EUR) and CAPEX (20 Million Euro CAPEX) budgets - Manage a team of more than 155 internal resources and 94 consultants to reach the quality objectives of the network (availability, call drops, handover, …) - Presales Support to the commercial Team on responding to customer’s RFP, presentation of the solution and the services offered, … - Reengineering of the different processes to optimize productivity - Develop and deliver KPI dashboard, progress reports to stakeholders (shareholders, management, customers, Telecom regulation authority, partners, …) Main Achievements : - Deployment of + 1M Home passed FTTH in 15 cities and reaching +260K Fixed customers - Launch of INWI ADSL Product through unbundling Morocco Telecom ADSL (Physical, Logical, Bit Stream) - Winner of the Best quality DATA Operator for 5 years (2017-2021) - Optimizing the OPEX by 15% by controlling costs, renegotiating contracts, improving productivity and reducing the number of consultants

- Responsible of the engineering of the online charging system and billing platforms, VAS, IVR and USSD platforms - Manage a team of more than 12 internal resources and 10 consultants to support business by launching new products, promotions and managing capacity of the different platforms - Program, Project and Budget Management (5 Million Euro CAPEX) Main Achievements : =============== - Engineering and Deployment of a new Online Charging Platform that support rich features (Promotions, Offers, ...) and permit to INWI to win 5 Millions customers in 1 year (cf http://www.inwi.ma/sites/default/files/cpanniversaire.pdf) - Managing the evolution of the different platforms (3000 days of software development/year ) to support the new Business products and promotions (6 major versions per year) - Engineering and Deployment of an integrated bandwidth Management Platform (Cisco SCE, TIBCO PCRF)