Imen ben Hassine

Developed and executed transformative CRM strategies, enhancing customer retention, optimizing productivity, and fostering strong stakeholder engagement. Key initiatives and impact Redefined Customer Relationship Strategies: +40% customer retention; +25% NPS Streamlined CRM Processes: +30% team productivity; -20% service resolution time Implemented Quality Assurance Systems: +35% CSAT; -15% customer complaints Optimized Budget Management for ROI: +200% ROI; -10% operational costs Strengthened Social and Stakeholder Collaboration: +20% stakeholder engagement Responsibilities Developing and putting into use a fresh strategy for customer relationships and experiences. Creating a new reporting system and improving the CRM process. Development of a strategy for customer service management. Revising evaluation systems and qualitative monitoring Developing a customer-relations strategy and updating training systems. Changing the matrices and measuring customer satisfaction indicators Created and implemented the CSM program while managing sales administration. Managing the operational and financial budget for customer relations Managing external and outsourced suppliers of information systems that are related to customer relations. Cooperating and communicating with the Social and Economic Committee and social partners.

Led a 2,000-agent team with 12 direct reports, driving $3M in revenue growth while achieving operational excellence Key initiatives and impact Strategic Leadership and Operational Oversight: +20% operational efficiency Productivity Boost via ISO and COPC Certifications: +25% productivity; -15% compliance errors Sustainable Growth through Cross-Functional Collaboration: +30% project success rates Revenue Growth via Advanced Forecasting Techniques: +18% annual revenue Responsibilities Contact Center Director 8 Contractors - 4000 Agents - Direct Management 12 Collaborators Improvement of customer satisfaction, streamlining operations, and increasing team productivity. Implementation of group certifications: Iso, COPC, Six Sigma, Best place to work, Best practices Creating and managing budgets / Forecasting revenue and expenses / Analyzing financial data to identify trends and opportunities for improvement / Developing and implementing strategies to increase revenue and reduce costs. Monitoring financial performance against targets and making adjustments as necessary Communicating financial results and performance to stakeholders. Builds cross-functional teams to guide and nourish sustainable, long-term growth.

Directed a $2M turnover, overseeing a 500-agent team, and driving growth, profitability, and a cultural transformation Key initiatives and impact Strategy Design for Group Alignment: +15% market share growth P&L Optimization: +18% profit margin; +12% ROI Strengthened Stakeholder Relationships: +25% stakeholder satisfaction; +10% shareholder value Cultural Transformation: +30% employee engagement; +20% performance improvement Public Engagement and Partnerships: +40% media coverage; +25% strategic collaborations Responsibilities Develop and execute the company’s business strategies in order to attain goals Provide strategic advice to the board and Chairperson Prepare and implement comprehensive business plans Plan cost-effective operations and market development activities Establish company policies and legal guidelines Build long term, trusting relationships with shareholders, business partners and authorities Oversee the company’s financial performance, investments and other business ventures Supervise the work of executives providing guidance and motivation to drive maximum performance Ensure a positive work environment Ensure performance appraisal, training and professional development activities Reward performance, prevent issues and resolve problems Execute public speaking and represetational apperances in a professional manner Analyze problematic situations and occurrences and provide solutions to ensure company survival and growth Further develop and enhance company culture

Led a €50M turnover, driving strategic initiatives in customer experience and CRM optimization Key initiatives and impact Customer Journey Structuring: +25% conversion rate; +15% loyalty Improved Loyalty: +20% loyalty; +18% repeat purchases Streamlined Operations: +30% efficiency; +25% satisfaction Responsibilities Engineered and executed an integrated customer service and journey framework, meticulously crafted to manage every touchpoint from lead generation through to the point of sale. This holistic environment encompasses streamlined delivery processes, effective collection methodologies, and comprehensive after-sales support. By fostering a seamless and customer-centric experience, the initiative not only enhances customer satisfaction and retention but also drives operational efficiency and brand loyalty.

Oversaw a €1.5M call center operation with 600 agents, driving operational excellence. Key initiatives and impact Managed €1.5M Omnichannel Contact Center: +20% efficiency; +15% satisfaction Improved KPIs and SLAs for Outsourcing: +25% SLA compliance; +30% KPI improvement Aligned Processes with Quality Standards: +18% efficiency; +10% quality score increase Responsibilities International Call Center: Contact Center, Strategic stewardship of outsourced customer service management within a state-of-the-art omnichannel contact center, ensuring seamless integration of subcontracted operations through meticulous oversight of performance metrics (KPIs, SLAs). Deployment of optimized operational frameworks to guarantee exceptional operational excellence, uninterrupted workflow continuity, and an impeccable customer experience, while ensuring the alignment of outsourcing objectives with stringent quality, productivity, and customer satisfaction benchmarks.

Directed operations worth €1,387M, driving market expansion, operational efficiency, and enhanced customer retention. Key initiatives and impact Built Algeria’s Subsidiary: +30% market penetration; +20% efficiency Developed Cisco & Avaya Partnerships: +25% product growth; +15% revenue Established After-Sales Team: +40% retention; +30% satisfaction Responsibilities Creation and development of the VOCALCOM subsidiary in Algeria, ensuring the establishment of a robust infrastructure and an innovation-driven business strategy. Development of strategic partnerships with key players such as Cisco and Avaya, while contributing to job growth in the region. Implementation of a diverse team focused on excellence in technical support and after-sales services, as well as supporting companies in their business development, thus fostering a dynamic and collaborative ecosystem.

Led €100M projects across the MENA region, driving improvements in operational efficiency, SLA adherence, and overall performance. Key initiatives and impact Led 120 Contact Centers (2,500 positions): +30% operational efficiency Ensured SLA Compliance (Teleperformance, Webhelp): 100% SLA compliance Developed Training Center for Call Center Optimization: +25% training effectiveness; +20% performance improvement Responsibilities VOCALCOM :solutions publisher for contact centers (120 Call centers fleet with 2500 positions) Manage New Project Phases: Oversee the design and implementation of innovative solutions for contact centers, ensuring alignment with client objectives. Steer SLA for Major Accounts: Drive service level agreements for high-profile clients such as Teleperformance, Webhelp, Orascom, and Watanya, ensuring optimal performance and client satisfaction. Develop Training Center: Establish and pilot a dedicated training center for call center operations, enhancing workforce capabilities and service quality. Optimize Regional Telecom Development: Facilitate the integration of offshore operations in Tunisia, Turkey, and Lebanon, leveraging synergies to enhance operational efficiency in the telecommunications sector.

Spearheaded data mining initiatives worth €1.88 billion, driving improvements in insights, segmentation, and decision-making processes. Key initiatives and impact Performance Management through KPIs and SLA Analysis: +25% improvement in SLA adherence; +15% KPI performance Technology Integration & Budget Management: +20% operational efficiency; -10% cost reduction Responsibilities Laser group (Lafayette Services) specialization in large distributions, through the contact center implemented in Tunisia to manage different brand branches. Responsible for developing and implementing operational strategies to optimize call center performance, overseeing KPI analysis and SLA management. Leads the team to ensure customer service excellence while integrating technologies and managing the operational budget.

Spearheaded data mining initiatives worth €1.88 billion, driving improvements in insights, segmentation, and decision-making processes. Key initiatives and impact Data Mining Unit for Actionable Insights: +30% insights generation; +20% customer segmentation accuracy Data-Driven Decision Models for Operational Optimization: +25% operational efficiency; +18% decision-making speed Responsibilities Teleperformance : Providing the subcontracting customer service management. Spearheaded the establishment of the Data Mining Department, defining strategic objectives and developing KPIs to measure performance and drive efficiency. Conducted advanced data analyses to uncover insights, facilitating targeted decision-making. Implemented optimized processes that enhanced operational effectiveness across the organization.