Hatim BENDRISS - Project Manager Officer

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Resume created on DoYouBuzz

Experiences

Operational management of the Service Desk.
Drawing up the team's performance report and monitoring incident handling SLAs.
Participate in meetings with customers and various support teams to improve service quality.
Identify training needs and deliver training to associates.
Actively participate in the recruitment process for Service Centre associates.
Managing escalations related to SD perimeters.
Team management:
Managing staff schedules, breaks and leave.
Organising weekly team meetings and one-to-ones to maintain continuous service improvement and customer satisfaction.
Acting as a leader-coach towards the team in order to motivate them, improve their performance and ensure their ongoing development.