Jihen Bouna, Csm, Prosci Email & Phone Number

Winnipeg, Manitoba, Canada

Winnipeg, Manitoba, Canada

Winnipeg, Manitoba, Canada

Tunis, Tunisia

Managed an ISO 9001 & 18295-1 Quality Initiative, executing quality measures and procedures, providing managerial training, and overseeing corrective/preventive measures.Coordinated an internal advancement initiative, yielding a 20% boost in employee contentment and cutting training duration by 30%.Developed the "manager3point0" online learning platform, amplifying leadership proficiencies by 40%.Devised and executed 27 all-encompassing training programs, resulting in a 25% uptick… Show more Managed an ISO 9001 & 18295-1 Quality Initiative, executing quality measures and procedures, providing managerial training, and overseeing corrective/preventive measures.Coordinated an internal advancement initiative, yielding a 20% boost in employee contentment and cutting training duration by 30%.Developed the "manager3point0" online learning platform, amplifying leadership proficiencies by 40%.Devised and executed 27 all-encompassing training programs, resulting in a 25% uptick in the application of skills acquired after training. Show less

Ariana Governorate, Tunisia

For a team of 170 agents based in Tunisia and 70 in Morocco (working remotely), i managed a team of 12 training and quality specialists. Introduced effective tools and processes to streamline operations.Fostered a culture of problem-solving, upheld knowledge management systems, and enhanced operational efficiency.Applied Lean methodologies, leading to better metrics and increased effectiveness that resulted in a 15% decrease in waste.

Tunis Governorate, Tunisia

 Varied training techniques, structured materials, and facilitated on-the-job instruction.Oversaw quality across a diverse range of activities, yielding a 15% rise in revenues.

Ariana Governorate, Tunisia

Conceived, supervised, and implemented a business plan, effectively conveying the company's vision and goals to inspire teams.Proactively predicted financial ramifications stemming from operational challenges and collaborated with leadership to devise remedies.Crafted initial sales roadmaps aimed at boosting sales revenue.

Tunis Governorate, Tunisia

 Oversaw the quality of a multi-disciplinary operation encompassing 5 areas: Acquisition, Xsell, Upsell, Winback, and Migration, leading a team of 250 representative agents, 10 Quality specialists, and 3 Trainers.Prioritized the skill enhancement of the quality and training team, ensuring continuous growth.Created and provided sales training that led to a 15% surge in sales revenue.

Monitored the sales performance of agents, provided consistent feedback, and delivered coaching to refine their sales techniques and results.Set up sales goals and targets for the team to achieve.

Tunisia

B2B telemarketing on behalf of the leading alternative energy supplier, Direct Energie, targeting 100 clients per month. Negotiation, communication, and proactive approach. Guardian of the supplier's brand image.

Tunis Governorate, Tunisia

B2B and B2C appointment scheduling (tax optimization). Customer service (order taking, retention, handling complaints)