Assil Bjaoui

Senior Operations Specialist

Talent

Kraków, KrakówCzłonek od 29 stycznia 2026

Zatrudnij tę osobę

Wyślij ofertę pracy bezpośrednio do tego kandydata

O mnie

Senior Operations & Quality Specialist with a Master’s in International Business Management and a proven track record in both Digital Operations and Supply Chain Logistics. Successfully scaled shipping volume by 170% (to 1,780 containers/ year) and negotiated 15% cost reductions at CHO Group. Expert in Quality Assurance, increasing CSAT to 95% and reducing variance by 10% for Google products.

Skilled in Technical Implementation (Google Ads, GTM) and Vendor Management, using data-driven insights to optimize performance and efficiency.

Doświadczenie

Senior Operations Specialist

Cognizant

Boosted Customer Satisfaction (CSAT) to 90% by coaching agents and implementing targeted performance improvement plans.
Conducted 80+ monthly QA audits (call, email, chat) to ensure strict adherence to linguistic and operational compliance norms.
Spearheaded onboarding for 4 new hires, delivering training on Soft Skills and

Customer Experience (CX) for rapid proficiency.

Developed client-centric training materials based on Training Needs Analysis

(TNA), directly improving associate performance.

Partnered with recruitment to conduct communication screenings, maintaining high quality standards for incoming talent.
Collaborated with stakeholders to provide data-driven reporting on coaching effectiveness and agent progression.

Senior Quality Specialist

Cognizant

Led calibration sessions with vendor QAs, successfully reducing scoring variance from 15% to 5% to ensure uniform quality standards globally.
Presented weekly data-driven reports to Google stakeholders, identifying error trends and providing actionable insights on vendor performance.
Conducted targeted quality audits for a dedicated team of 6 agents/specialists,

identifying gaps in knowledge and driving performance improvements.

Managed Quality Operations for Google products, ensuring strict adherence to

SLAs and quarterly targets.

Conducted independent DSAT reviews, analyzing customer feedback to identify root causes of dissatisfaction and implement process fixes.
Managed quality disputes and feedback objections, ensuring fair resolution and maintaining operational integrity across the vendor network.

Tech Solutions Specialist

Cognizant

Achieved a 90% successful implementation rate for web-based products (Google

Ads, Analytics, GTM, Merchant Center), ensuring accurate tracking setup for advertisers.

Maintained a 95% Customer Satisfaction (CSAT) score, consistently exceeding quality scoring measures and client expectations.
Resolved an average of 5 complex technical cases daily via phone, email, and chat,

acting as the primary liaison between advertisers and internal sales teams.

Provided consultative support and training to clients on product usage,

minimizing recurring technical errors and driving product adoption.

Managed end-to-end case handling, ensuring strict adherence to Service Level

Agreements (SLAs) and business requirements.

Logistic Manager

CHO Group

Scaled logistics operations to support rapid business expansion, increasing annual shipping volume from 650 to 1,780 containers (+173% growth).
Negotiated strategic carrier contracts, securing a 15% rate reduction and significantly lowering overall supply chain costs.

01/2025 – Present

Krakow,Poland

04/2024 – 12/2024

Krakow, Poland

05/2022 – 03/2024

Krakow , Poland

01/2019 – 03/2022

Sfax,Tunisia• Achieved a 90% operational success rate for delivery timeliness and accuracy by optimizing routing and shipping techniques.

Managed end-to-end supply chain logistics, overseeing warehousing,

transportation, and inventory control to prevent shortages.

Coordinated planning and production monitoring, ensuring alignment between manufacturing output and shipping schedules.
Resolved complex logistical bottlenecks, maintaining high productivity levels despite increased volume.

Freight Forwarding Sales Executive

North Africa shipping Agency

Surpassed monthly revenue targets by 20% by developing a high-value customer portfolio in sea and air freight (Import/ Export).
Managed and grew a portfolio of 47 active clients, successfully onboarding 12 new

Key Accounts through strategic prospecting and relationship building.

Consulted clients on optimal transportation solutions, balancing cost, speed, and reliability to drive customer retention and business growth.
Collaborated with global network partners (Dachser, CMA CGM, Maersk) to coordinate complex international shipments and secure competitive slots.
Monitored financial risks and budget objectives, ensuring all commercial offers met profitability margins and strict payment terms.
Presented weekly sales forecasts and activity reports, providing management with visibility on pipeline health and revenue projections.

03/2017 – 12/2018

Sfax,Tunisia