Mona Boudarra
Casablanca
Summary
Operations Manager with extensive experience in managing and optimizing contact center operations. Competent at managing multiple business units, guaranteeing dependability, taking in charge the clients for all subjects from day-to-day tasks to financial discussion and putting operational excellence plans into practice. Moving up the career ladder from customer advisor to operations manager while exhibiting flexibility and leadership. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
14
14
years of professional experience
Work History
Operations Manager
NewCo Communications
10.2019 - Current
- Oversee and manage daily operations of three key activities within the contact center
- Ensure the reliability and efficiency of all managed activities
- Conduct regular invoice discussions with clients, ensuring clarity and agreement on all billing matters
- Supervise and mentor a team of customer service representatives, fostering a high-performance work environment
- Develop and implement operational strategies to improve service quality and customer satisfaction
- Monitor performance metrics and generate reports to assess operational efficiency
- Collaborate with other departments to streamline processes and enhance overall performance
- Handle escalated customer issues and resolve them promptly and effectively.
Team Leader
NewCo Communications
04.2018 - 10.2019
- Led a team of customer advisors, providing guidance and support to ensure high-quality service
- Conducted performance reviews and provided constructive feedback to team members
- Developed training programs to enhance team skills and performance
- Coordinated with the operations manager to implement process improvements.
Trainer
NewCo Communications
07.2016 - 04.2018
- Conducted training sessions for new hires and existing employees to enhance their skills and knowledge
- Developed training materials and programs to meet the needs of the contact center
- Assessed training effectiveness and made necessary adjustments to improve outcomes.
Customer Advisor
NewCo Communications
01.2016 - 07.2016
- Provided excellent customer service by addressing inquiries and resolving issues
- Assisted customers with their needs, ensuring a positive experience
- Maintained accurate records of customer interactions and transactions.
Logistics Manager / Import Assistant / Administrative & HR Assistant
Expobois
09.2014 - 05.2015
- Managed logistics, handled import activities, and provided administrative and HR support
- Coordinated transport logistics, managed billing, suppliers, VAT, and IR.
Study Officer / Client Relationship Management / Executive Assistant
Centre Interprofessionnel d’Audimétrie Médiatique (CIAUMED)
04.2010 - 10.2011
- Conducted research studies, managed client relationships, and assisted the General Management.
Education
Master 1 in Commerce and Management -
ESG MAROC / IAE de Caen
Casablanca, Morocco01.2006
Bachelor’s Degree in Economics and Management -
ESG MAROC / IAE de Caen
Casablanca, Morocco01.2005
Baccalaureate in Experimental Sciences -
Lycée Ibn Zaidoun
Casablanca, Morocco01.2002
Skills
- Customer Service Management
- Team Leadership
- Operational Efficiency
- Process Improvement
- Performance Analysis
- Client Relations and Negotiations
- Strategic Planning
- Data Analysis
Projectsandaccomplishments
- Led a project to streamline the merge teams in Morocco and Spain to reduce cost and increase efficiency.
- Implemented a new customer feedback system that decreased complaints rate by 50%.
References
Available upon request
Languages
Arabic
Native language
French
Advanced
C1
English
Advanced
C1
Timeline
Operations Manager
NewCo Communications
10.2019 - Current
Team Leader
NewCo Communications
04.2018 - 10.2019
Trainer
NewCo Communications
07.2016 - 04.2018
Customer Advisor
NewCo Communications
01.2016 - 07.2016
Logistics Manager / Import Assistant / Administrative & HR Assistant
Expobois
09.2014 - 05.2015
Study Officer / Client Relationship Management / Executive Assistant
Centre Interprofessionnel d’Audimétrie Médiatique (CIAUMED)
04.2010 - 10.2011
Master 1 in Commerce and Management -
ESG MAROC / IAE de Caen
Bachelor’s Degree in Economics and Management -
ESG MAROC / IAE de Caen
Baccalaureate in Experimental Sciences -
Lycée Ibn Zaidoun
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