Khalil Chaib
Team Leader
MOHAMMEDIA
Summary
Experienced Team Leader with 7 years of expertise in help desk operations, monitoring station management, and customer service. Skilled in leading teams to deliver exceptional support, resolving technical issues efficiently, and maintaining high customer satisfaction. Proven ability to manage workflows, mentor team members, and ensure operational excellence in fast-paced environments.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Team Leader
Telus Digital Humania
Casablanca, Casablanca
05.2021 - 12.2024
- Company Overview: Telus Security (Monitoring Station)
- Supervise the monitoring team to ensure rapid and effective responses to alarms and incidents
- Manage shift schedules to guarantee 24/7 operational coverage
- Ensure compliance with security protocols and procedures
- Collaborate with field teams to address escalated security issues
- Train staff on monitoring tools and emergency response processes
- Prepare incident reports and provide recommendations for process improvements
- Telus Security (Monitoring Station)
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Assisted in recruitment to build team of top performers.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
- Enhanced communication strategies, ensuring clear and timely information exchange within team and with clients.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Developed and executed training programs that significantly improved team skills and morale.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
- Negotiated with suppliers to secure cost-effective resources, positively impacting project budgets.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
- Oversaw quality control measures, maintaining high standards for all project outputs.
- Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
- Coordinated cross-departmental meetings to streamline project execution, fostering collaborative work environment.
- Achieved project milestones ahead of deadlines, coordinating effectively with stakeholders and managing resources efficiently.
- Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
Service Desk Team Leader
FX Innovation
Mohammedia
03.2020 - 05.2021
- Company Overview: Service Desk / IT Help Desk
- Lead the service desk team to resolve IT issues within agreed SLAs
- Provide guidance on troubleshooting hardware, software, and network problems
- Oversee ticketing system operations, ensuring proper prioritization and resolution
- Collaborate with IT departments to escalate and resolve complex technical problems
- Conduct training sessions to enhance technical expertise and customer handling skills
- Monitor and report on KPIs, such as first-call resolution rates and ticket closure times
- Service Desk / IT Help Desk
- Improved service desk efficiency by implementing streamlined processes and procedures.
- Developed comprehensive training materials to enhance new hire onboarding and ongoing team member education.
- Achieved a high customer satisfaction rating by consistently providing exceptional support to endusers.
- Evaluated service desk performance metrics, identifying areas for improvement and implementing necessary changes.
- Proactively identified potential risks or bottlenecks within the department''s workflows; implemented measures to mitigate them.
- Managed daily operations of the service desk, ensuring optimal allocation of resources and adherence to established protocols.
- Regularly reviewed team member performance, providing constructive feedback and recognition where appropriate.
Technical Support Supervisor
Vidéotron & EBox
Mohammedia, Mohammedia
09.2017 - 12.2020
- Company Overview: Technical Support / Customer Experience
- Manage the technical support team to provide exceptional customer experiences
- Ensure accurate troubleshooting and resolution of internet, TV, and phone service issues
- Monitor team performance to meet quality and efficiency standards
- Handle escalated customer complaints, providing quick and satisfactory resolutions
- Conduct coaching sessions to enhance customer interaction and technical skills
- Work with product teams to relay feedback and improve service offerings
- Technical Support / Customer Experience
- Developed comprehensive training materials to ensure consistent knowledge across the technical support team.
- Devised strategies that allowed an increase in first-call resolution rates by empowering representatives with additional problem-solving tools.
- Streamlined the technical support process for improved response times and increased issue resolution rates.
- Implemented performance metrics to monitor team productivity, identifying areas of improvement and implementing necessary changes.
- Monitored team performance and facilitated the necessary training programs to help maintain a high level of competence among support staff.
Advanced Technical Level 1 Support
CGI
Casablanca, Casablanca
05.2017 - 08.2017
- Advanced Technical Level 1 Support with CGI
- Project: Carrefour France
- Advanced Receipt and handling of technical requests regarding the stores
- Submit a complex engineering problem to a specialist
- Provide timely and effective solutions to unlock production
- Resolved problems, improved operations and provided exceptional service.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Multimedia Advisor
11.2016 - 04.2017
- Project: FREE ADSL FIBRE OPTIQUE
- Assist the client and offer advice adapted to his context
- Provide customer support within agreed upon level of service
- Technical support of specialist equipment for the operator
Technical Adviser
INTELCIA
02.2015 - 11.2016
- Projects: SFR FTT FTTH FTTB SST
- Provide technical assistance to customers
- Technical follow-up of tickets
- Build customer loyalty through an improvement process based on customer satisfaction
- Provided quality service with good support
- Support the customer until their problem is resolved, and ensure that they are satisfied with our customer service
Education
Bachelor's degree - Computer Science
Supinfo International
09.2013 - 08.2014
Associate of Applied Science -
Institut De Technologie Appliqué
Mohammedia 09.2010 - 08.2013
Scientific Baccalaureate -
High School Mohammedia
09.2009 - 08.2010
Skills
Leadership and team collaboration
undefinedCertification
Scrum Foundation Professional, 2020
Timeline
Team Leader
Telus Digital Humania
05.2021 - 12.2024
Service Desk Team Leader
FX Innovation
03.2020 - 05.2021
Technical Support Supervisor
Vidéotron & EBox
09.2017 - 12.2020
Advanced Technical Level 1 Support
CGI
05.2017 - 08.2017
Multimedia Advisor
11.2016 - 04.2017
Technical Adviser
INTELCIA
02.2015 - 11.2016
Bachelor's degree - Computer Science
Supinfo International
09.2013 - 08.2014
Associate of Applied Science -
Institut De Technologie Appliqué
09.2010 - 08.2013
Scientific Baccalaureate -
High School Mohammedia
09.2009 - 08.2010
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