Wiem HELLALI

En résumé

Entreprises

• Lingua Land - Business English and Communication Teacher

  2011 - 2011 • Teaching English for Business Use: Banks (UIB as an example)
  Industries: Managers and staff of Valeo, Ripolin, NejmaOuil, Goldina, etc
  • Training customer service staff communication skills.
  • Protocol related to the customer service- customer interrelated relationship.
  • Control and evaluation of the students' oral and written communication skills: (Face-to-face, video conference, phone and email communications).
  • Reporting the improvements to the institute and each company's training department.
  

• Vistaprint - Design and Sales Support

  Paris 2011 - 2012 • Customer Service Representative of the UK Market: Design, Retention and Sale.
  • Net Promoter Score Detractors Project.
  

• Vistaprint - Service Quality Specialist

  Paris 2011 - maintenant • Provide helpful, behaviorally specific coaching to others
  • Provide documentation to both management and employees
  • Lead and participate in local and global team activities: meeting, calibration session, brainstorming
  • Train and develop new QA reps: sharing articles, looking for development training programs, webinars, etc
  • Lead appropriate local and global project work and deliver on time.
  • Review the evaluations of other QA reps and gives feedback accordingly.
  • Retrieve, review and analyze Quality monitoring data
  • Create/capitalize on opportunities to partner with others to improve business objectives: Ops, K&T and Service Strategy…
  • Work with operational leaders to develop common interpretation of service quality standard to anticipate service failure
  • Contribute to Service Quality strategic planning: Leader and Local/Global Coordinator for Global Roadmap Projects
  • Participate in designing the call monitoring formats, suitable quality standards and guidance
  • Plan monthly team repartition target, follow the performance progress and report to Manager
  • Identify the team members pain points and provide effective motivation, support and material to develop them
  • Develop short and long term goals aligned with KPIs
  • Prepare the Weekly/Monthly and Quarterly SQ Managerial Reports
  • Payroll Input preparation: on demand
  

• United Parcel Service - Customer Service

  Plaisir 2010 - 2011 • Shipping Service, Tracking & Fret Services
  • Translation from and to English.
  • Quality control and coaching of the agents’ performance
  • Reporting to HR & Operations Management.
  

• Freelancer - Proof Reading

  2010 - 2011 • Proof reading of some ESG Marketing students’ papers and thesis.
  • Evaluation of MA and Doctoral students’ communication skills before their representations and conferences.
  

• Super Call - Recruitment Advisor & Quality Control & Coordinator

  2010 - 2011 • Recruitment Advisor related to the director
  • Quality Control of beginners’ performance
  • Coordination and communication between departments
  

Formations

Pas de formation renseignée

Réseau

• Ben Aissa HALIM

• Besma BEN MESSAOUD

• Jonathan ZETLAOUI

• Lionel ANCELET - COACH ET FORMATEUR

• Mallouli BOULBEBA

• Mohamed AYARI

• Raafet SEBAI