Experience

LifeWorks

• Media Production
• 1 - 100 Employee

• Senior Consultant

  • Jul 2019 - Present

  Supported the Admin Solution Canada team with the Modernization of processes as well as the implementation of leading edge call center technology tools Supported the Admin Solution Canada team with the Modernization of processes as well as the implementation of leading edge call center technology tools



Nouasri Consulting Group

• President

  • Apr 2019 - Present

  Moncton, New Brunswick, Canada Led the implementation and operational design for Amazon Connect, This implementation enabled the integration of both Nice and Calabrio Led the design, implementation and modernization of the primary knowledge base transitioning over 10,000 documents . This major upgrade increased the quality of agents response and CSAT. Led the structrual redesign of a Workforce Management team and system along with the implementation of NICE into a Global organization- Resulting in both improved Client and financial KPIs Show less


Xperigo
• Canada
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee
• Solution Centre Manager

  • Aug 2017 - Apr 2019


Sitel

• Australia
• Telecommunications
• 200 - 300 Employee

• • Aug 2014 - Jun 2016

• • Jul 2004 - Aug 2014


Minacs Worldwide
• Belgium
• 1 - 100 Employee
• Director Site Support, Eastern Canada

  • Aug 2002 - Jul 2004

Minacs Worldwide Eastern Canada
• Project and Implementation Manager

  • Jan 1999 - Jan 2002