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
