Experience

Hi5 Group

• Morocco
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Head of Payment/Verification

  • Aug 2021 - Present

  Training and development of individuals on payment processes and procedures. Provide timely and accurate reporting to the business to communicate performance against set KPI’s/impact of decisions and changing trends that could impact the business. Manage key stakeholders including Finance, Operations, Risk and Fraud, Systems Support and the Customer Helplines. Identifying policy breaches and implement corrective action. Improving workplace policies by gathering and evaluating environmental data. Show less



Personal Recruitment Outsourcing MA

• Morocco
• Outsourcing and Offshoring Consulting

• Quality Controller

  • Apr 2019 - Jul 2021

  Conducting quality control calls with customers to guaranteecompliance with process standards.Chased up overdue payments to offer assistance in difficultsituations and set up payment plans.

• Floor Manager

  • Jan 2017 - Mar 2019

  Interview and hire staff, coach and provide training to personnel to maintain high customer service standards.Evaluate performance with KPI's (accuracy, call-waiting time etc.).Recording statistics, user rates and the performance levels of the centre and prepare reports for different departments or upper management.Motivating and retaining staff and coordinating bonus, reward and incentive schemes.



TOTAL MOTOR AID LIMITED

• United Kingdom

• Supervisor

  • Sep 2016 - Dec 2016

  Managing a team of call centre agents.Floor walking and being visible to answer questions.Taking calls that agents can’t handle and providing assistance for them when needed

• Sales Executive

  • Feb 2016 - Aug 2016

  Outbound cold calling.Building excellent rapport with clients.Exceeding KPI’s.