HASSAN ELBERGUI
Kenitra,Morocco
Summary
Senior operations leader guiding digital support, customer experience, and service delivery across international markets. Lead launch readiness, peak-event governance, and cross-functional coordination while monitoring KPIs, escalations, and performance to improve operational stability and customer support outcomes.
Overview
3
3
Languages
1
1
Certification
20
20
years of professional experience
Work History
Operations Manager – Digital & Devices
Amazon
01.2020 - Current
- Managed launch readiness and customer support for Alexa, connected devices, and digital services.
- Directed Digital & Devices support operations, enhancing service delivery across France, Spain, and Canada.
- Led cross-functional collaboration with Product, Program, and Operations teams to streamline processes and improve outcomes.
- Monitored performance and customer experience, addressing escalations and aligning business KPIs with operational goals.
- Acted as Prime Day and Peak Captain for Amazon Europe, leading operational governance during high-demand events.
Group Manager – Digital & Devices France
Amazon
01.2018 - 01.2020
- Directed operational performance and team management to enhance customer experience and ensure KPI governance.
- Led Amazon operations teams across shifts and daily workload planning.
- Directed staffing, scheduling, and labor deployment for fulfillment activities.
- Managed SOP compliance, safety practices, and quality standards across sites.
Operations Manager – Bell Canada
Sitel Group
01.2014 - 01.2018
- Directed 24/7 operation focused on optimizing service delivery, workforce planning, and quality assurance.
- Oversaw 200-employee operation for Bell Canada Internet services, ensuring seamless service delivery.
- Led team of managers and team leaders to meet operational objectives, enhancing collaboration and accountability.
Team Manager
Sitel Group
01.2011 - 01.2014
- Lexmark – Sitel Group
- Coached agents on call handling and service quality to enhance client satisfaction.
- Monitored team performance against Sitel Group service standards to maintain compliance and improve service delivery.
- Managed Sitel Group customer support team schedules and daily workflow to ensure operational efficiency.
Trainer
Sitel Group
01.2009 - 01.2011
- Lexmark – Sitel Group
- Facilitated Sitel Group contact center onboarding and classroom training sessions.
- Developed trainer guides, job aids, and session materials for new hires.
- Coached agents on call handling, product knowledge, and customer service standards.
Product Specialist
Sitel Group
01.2007 - 01.2009
Education
Engineering Degree - Computer Network Engineering
EMSI
Rabat, Morocco01-2006
Skills
- Launch readiness
- KPI management
- Operational governance
- Customer experience
- Project management
- Operations management
- Process improvement
- Budget management
- Vendor management
- Complex analysis
- Problem resolution
- Stakeholder relations
Personal Information
Title: Senior Operations Manager
Certification
AI & Data Analytics Certification
Languages
- English
- French
- Arabic
Accomplishments
- Led Digital & Devices support operations across three Amazon marketplaces: France, Spain, and Canada.
- Partnered with Amazon Product teams on the launch and support readiness of Alexa devices, new technology products, and digital programs.
- Supported major digital content launches including Prime Video initiatives, Roland-Garros, Ligue 1, NBA content, and gaming programs.
- Served as Prime Day Captain and Peak Season Captain for Amazon Europe, coordinating high-volume operations and collaborating with worldwide leadership teams during critical events.
- Managed customer support readiness, launch execution, escalation management, and operational monitoring during major product and service rollouts.
- At Sitel Group, led a 200-headcount organization operating 24/7/365 in support of Bell Canada Internet services, ensuring service continuity, performance, and customer satisfaction.
Languages
Arabic
Native
Native
French
Proficient (C2)
C2
English
Proficient (C2)
C2
Affiliations
- Professional Handball Player
- Runner 5 times Half Marathon Rabat Casablanca.
Timeline
Operations Manager – Digital & Devices
Amazon
01.2020 - Current
Group Manager – Digital & Devices France
Amazon
01.2018 - 01.2020
Operations Manager – Bell Canada
Sitel Group
01.2014 - 01.2018
Team Manager
Sitel Group
01.2011 - 01.2014
Trainer
Sitel Group
01.2009 - 01.2011
Product Specialist
Sitel Group
01.2007 - 01.2009
Engineering Degree - Computer Network Engineering
EMSI