About Yassine
French
Native or bilingual
English
Fluent
Arabic
Native or bilingual
Spanish
Basic
Experience
- IOS Solutions Contact CenterAccount & Operations Manager (TelcoOctober 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.
- Notoriety GroupDirector of Operations (TelcoJune 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
- SACCOMProject ManagerJanuary 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 ManagementÉcole Française d'enseignement technique et commercial2003Business Management
- Diploma in Commerce and ManagementÉcole Internationale Tunon (NICEDiploma in Commerce and Management