Riadh

Informations

Compétences

Technos

  • Business Analysis
  • Business Objects
  • Change management
  • GSM
  • KPI
  • Microsoft CRM
  • Microsoft Dynamics
  • PMO
  • PeopleSoft
  • PeopleSoft CRM
  • Project Management
  • Testing
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Métier

  • Business Intelligence
  • Business Process
  • Conseil
  • Customer Relationship Management (CRM)
  • Gestion de la relation client (CRM)
  • Intégration de données
  • Key Performance Indicators
  • Management Consulting
  • Process Optimization
  • Process Transformation
  • Project Portfolio Management
  • Strategy
  • Telephony
  • Test d’acceptation utilisateur
  • Transformation des activités
  • Télécommunications
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Organisationnelles

  • Gestion d’équipe
  • Management
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Expériences (9)
Customer Success Director
Streamlink
Depuis February 2019
France

Business Development, Project Management

CRM & Consulting Practice Manager
Keyrus
De November 2017 à February 2019
Senior Consultant
Keyrus
De April 2015 à October 2017
Tunisia

Digital Transformation & Analytics :

- CRM / CEM Projects

- Business Process Framework

- 360° Customer View

- Omnichannel

- Mobile Payment Plateforms

Senior Consultant - Management of Information System
Devoteam Consulting
De October 2012 à January 2014

Areas of intervention : Telecom, Banking, Insurance, Industry, Public

Skills : Master Plan IT, Disaster Recovery Plan, Business Continuity Plan, PMO, Insurance Business Processes, Optimization Telecom IS and CRM processes, TOM, eTOM

Senior Consultant
Altime Associates
De January 2011 à November 2012

Areas of intervention : Telecom, Industry, Public

Skills : PMO, Optimization Telecom IS and CRM processes, Rollout Management, Business Processes

Expert in Integration of information systems and telephony
Orange Tunisie
De April 2010 à December 2010

•     CRM – Microsoft Dynamics : Customer Care and Marketing CRM (Campaign management)

o     Collection of Business requirements

o     Redaction of change requests

o     Coordination between business owners and IT teams

o     Reporting

•     BSCS iX R2

•     HP Service Manager

•     PhoneControl

Expert Projects CRM and IT
Ooredoo Tunisie
De January 2008 à April 2010
Tunisia

Responsible of Business Support for Customer Care and Sales activities on the following applications : CRM PeopleSoft, BSCS iX v7 and R3, KMS SharePoint, GENESYS, Business Objects, SAS Campaign Studio

     BSCS migration (v7 to iX R3)

     Migration of the Knowledge Management System to SharePoint

     Implementation of IMX : automation of Collection Processes

     Redesign of IVR Tree (GENESYS)

     Customer Care project manager - Business Object implementation

     Functional administration of CRM PeopleSoft

Chargé Clientèles
SPG Global Call Center
De February 2003 à February 2004
Customer Support / Telemarketer
Teleperformance
De July 2001 à October 2002

- LA REDOUTE  : Processing of Requests and Complaints from Customers

- TELE2 : Commercial Solicitation by Phone