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Yassine MorchidYM

Average response time: 1 hour

About Yassine

Fort de plus de 20 ans d'expérience solide dans le pilotage de la performance d'entreprise, Bien que mon parcours professionnel soit ancré dans une expertise pluridisciplinaire très diversifiée — englobant la gestion des comptes, l'expérience client (CX), le développement commercial régional et la croissance des revenus, mon objectif central est désormais entièrement focalisé sur l'optimisation des écosystèmes organisationnels complexes et l'excellence opérationnelle. Une compétence clé de mon leadership réside dans l'expertise unique requise pour diriger des opérations d'envergure et aligner harmonieusement les projets transversaux avec une exécution opérationnelle durable. Je comble efficacement le fossé structurel entre les phases projets agiles et les opérations courantes, garantissant que les transitions technologiques et les transformations stratégiques se traduisent par des améliorations permanentes et mesurables de la performance, sans friction organisationnelle.
  • French

    Native or bilingual

  • English

    Fluent

  • Arabic

    Native or bilingual

  • Spanish

    Basic

Can work on-site
Casablanca (up to 50km)

Experience

  • IOS Solutions Contact Center
    Account & Operations Manager (Telco
    October 2022 - March 2025 (2 years and 5 months)
    • • Optimized workforce allocation through advanced planning tools, delivering 10% cost savings while maintaining service quality.
    • • Led cross-functional teams on multi-site operations, boosting overall operational efficiency by 12% and improving client NPS (Net Promoter Score) by +10 points.
    • • Facilitated alignment between senior stakeholders on complex commercial initiatives, contributing to a 7% increase in client retention rates.
    people management KPI Pilotage de la performance Gestion des opérations Gestion de la relation client (CRM)
  • Notoriety Group
    Director of Operations (Telco
    June 2020 - September 2022 (2 years and 3 months)
    • • Enhanced operational performance by implementing real time dashboards, increasing First Call Resolution (FCR) by 15% and Customer Satisfaction (CSAT) by 12%
    • • Achieving 15% improvement in SLA compliance and reducing incidents resolution time by 18% due to agile frameworks implementation
  • SACCOM
    Project Manager
    January 2019 - June 2020 (1 year and 5 months)
    • • deployed automated reporting and KPI dashboards, reducing reporting time by 40% and improving data accuracy
    • • Optimized operational processes, generating an 8% reduction in operational costs year-over-year.
    • • Onboard new clients and track Service Level compliance

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Education

  • Business Management
    École Française d'enseignement technique et commercial
    2003
    Business Management
  • Diploma in Commerce and Management
    École Internationale Tunon (NICE
    Diploma in Commerce and Management

Skill set

Categories