Expériences — Aouatif Matoual

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Experiences

Developing and Implementing Training and Coaching plans based on the agents and clients needs
Coaching Supervisors on how to give constructive feedback, competencies Evaluations
Implementation of performance management program
Improving support quality through internal and customers Feedback
Owner of Customer Experience Metrics : Analyse CE and create individual and/or team Action plans ,driving CE and Presenting numbers and actions to senior manager on weekly basis.
Ensure that Client's Processes and Policy is assimilated and followed by agents

Part of Global Service delivery Team (GSD)
Drive GSD training activities for Technical Support agents located at OSP locations in EMEA
Point of contact for OSP for DELL OSP Management and Trainers located at the 14 OSP locations in EMEA
Provide Learning & Development solutions via online, face to face and remote instructor led technologies
Create schedules for training programme rollouts to OSP’s
Ensure training allocations are correct
Initiate actions to resolve issues
Cascade training information to OSP
Understand the needs of the OSP sites
Maintenance of EMEA OSP Training organisational documentation
Responsible for meeting the training needs on a daily basis of a Client related OSP technical queues – Consumer products, Printers, Desktops, Notebooks
Deliver Train The Trainers sessions as required and ensure OSP trainers are equipped to train new classes- hardware, information, technical knowledge
Provide regular reports for Training Delivery Director, OSP and OSP management
Identify areas for strategic improvements on a continuous basis
Manage New Product Information for the OSP’s for both Client and Entreprise LOBs
Build strong working relationship with Dell OSP Management team
Provide advice and recommendations to OSP Management on Learning & Development solutions

Deliver technical training curriculum to Dell team members through a combination of blended learning solutions.
Train DELL new-hires on technologies and Products
Update all DELL employes on New Products Induction
Develop Training courses and translating materials from English to French
Conduct pilot training and provides feedback to adjust materials to better serve Dell team members.
Ensure effective delivery of training and solutions to support the highest competence given the level of knowledge and skills required
Provide feedback to leadership on classroom performance

Ensure technical support for Dell Engineer on Site by Phone
Responsible of Cost Metrics and technical level of L1 agents
Coaching L1 agents on the technical level to provide good support and ensure customer satisfaction
Check and ensure that the dispatches created by L1 agent are correct (troubleshoot and process) with First time fix as an objective.
weekly meeting with the L1 teams to share the stats and best practice

Dell

June 2004 to December 2005

Full-time

casablanca

Morocco

Responsible for providing telephone,email and remote diagnostic technical support of Desktop, Notebook, Printers and peripherals and various software applications (Windows, Office, Dell tools ... etc.) . Answers questions about installation, operation, configuration, customization, performance, and usage of assigned products. Verifies warranty entitlement and determines appropriate action. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. Drive Customer Satisfaction.

Aouatif Matoual