Aouatif Matoual
Technical, Operations and training Management
42 years old
Hedehusene (2640) Denmark
Professional Status
Employed
Available
Training and Quality Manager
Sykes
Since March 2012
Full-time
Turku
Finland
- 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
Trainer Lead for the Out-Sourced Partners (OSP)and Emerging Countries Service Providers in EMEA
DELL
May 2011
to February 2012
Full-time
Casablanca
Morocco
- 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
EMEA Softskills & Technical Trainer Senior Analyst
Dell
April 2009
to May 2011
Full-time
Casablanca
Morocco
- 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
Technical Support Dispatcher
Dell
January 2005
to May 2009
Full-time
Casablanca
Morocco
- 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
L1 Technician in Technical Support for french speaking countries
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.
Sales
POWER PC (Store)
May 2001
to January 2004
Part-time
Kenitra
Morocco
- Selling computers, Peripherals, Software and warranty
- Advising Private customer that want's to buy a Computer
Training and certifications acquires during my work period at Dell
-Comptia: A+ certified, and CTT+ trained
-DCSE (Dell Certification Systems Expert) : DEsktop, Laptop and printers
-BPI (Business Process Improvement): Yellow belt certified, Green Belt trained.
Dale Carnegie : Time and stress management
Learn more
-Comptia: A+ certified, and CTT+ trained
-DCSE (Dell Certification Systems Expert) : DEsktop, Laptop and printers
-BPI (Business Process Improvement): Yellow belt certified, Green Belt trained.
Dale Carnegie : Time and stress management
Specialized technician in automation and industrial electronics
IPIAB (Institut Professional d'informatique)
October 2001
to October 2003
- Customer Handling Skills
- Ability to lead cross functional teams and meet deadlines
- Results Analysis
- Reporting
- Ability to write training materials
- Customer Satisfaction oriented
- Problem Diagnosis Methodology
- Instructor-led Training
- Learning Management
- New Hire Orientations
- Performance management
- Training Delivery for Tools, Process and Product
- Strong initiative and ability to work in a self-directed environment
- Strong Organizing, Planning, Priority setting and analytical/problem solving skills
- Ability to innovate and drive business process improvement
- Cost saving Methodology
- Pedagogy
- Competencies Evaluation
- Coaching
- Ability to Work in Multicultural Environement
- Leadership
- Ability to build effective virtual teams
- Arabic
- French
- English
