Summary
Overview
Work History
Education
Skills
Certification
Timeline
Nabil Lawani

Nabil Lawani

Head of Operations
Abidjan

Summary

Served as Customer Service and Sales Manager at Yango, specializing in managing sales targets and customer relationships. Directed teams across Côte d'Ivoire and Ghana, utilizing analytical skills to ensure high service standards and customer satisfaction. Overcame peak season challenges by streamlining processes and enhancing coordination. Contributed to measurable improvements in performance metrics and service quality through a focus on innovation and customer-centric strategies.

Overview

6
6
years of professional experience
7
7
Certifications
5
5
Languages

Work History

Head of Operations

Yp Fleet Company
11.2023
  • Ensure that all activities are carried out appropriately and cost-effectively
  • Improve operational management systems, processes and best practices
  • Buy cars, plan stocks and supervise fleet efficiency
  • Ensure that the organization's processes remain compliant with regulations
  • Formulate strategic and operational objectives
  • Review financial data and use it to improve profitability
  • Manage budgets and forecasts
  • Perform quality controls and monitor key production performance indicators
  • Recruit, train and supervise staff
  • Find ways to improve the quality of customer service

Customer Service and Sales Manager

Yango
10.2022 - 04.2024
  • The management of two teams of salespeople and call center agents in two different countries (Côte d'Ivoire & Ghana)
  • Quantitative monitoring: analysis and internal sharing of performance indicators and SLAs
  • Qualitative monitoring: calls listening, verbatim analysis, evaluation of advisors' services, analysis of CSAT and NPS
  • Coordination of CC governance (production, quality committees, etc.)
  • Updating of procedures, optimisation of templates when necessary
  • Regular visits to the service provider
  • Special attention to be paid to the analysis of the peak season

Customer Support Advisor

Djamo
04.2022 - 10.2022
  • Inform customers about the means of reloading the Djamo account and idem for withdrawals
  • Help users control their finances and use their money!
  • Assistance with online payments.

Bilingual Customer and technical Service Representative

Konnect
11.2021 - 05.2022
  • Management of 3 countries Ivory Coast Congo Congo Brazzaville
  • Sale of satellite network, assistance to field technicians in the event of a breakdown and troubleshooting

PREMIUM advisor

INTELCIA
07.2019 - 12.2021
  • Management of high-end customers and large account customer (+50 employees) in France
  • Receive and/or make calls to meet customer needs
  • Inform customers about the products and / or services offered, rates, payment methods, delivery times
  • Respond precisely to customer requests and objections
  • Help colleagues and shop agents in France
  • Feed and enrich the customer database in strict compliance with the company's procedures.

Customer service advisor

INTELCIA
04.2019 - 08.2019
  • Manage customer calls, Ensure a very high quality service by handling customer calls with expertise.
  • Make sales as needed
  • Assist customers, give them real added value to each interaction and leave them a positive impression that meets the requirements of our Company.
  • Systematically evaluate customer needs, take them into account and exceed their expectations.
  • Provide everyone with a warm and personalized welcome, and develop a privileged relationship with them

Flow manager

ToutenLocal
12.2018 - 04.2019
  • Check, control and note the inputs and outputs of construction equipment

Commercial employee

Microcred
03.2018 - 08.2018

Education

Certificate - inventory management and storage, logistics

Institut des technologies d'Abidjan
12.2018

BTS - Logistics, Materials and Supply Chain Management

Institut des Technologies d'Abidjan
12.2018

Skills

Sales direction and strategy

Certification

Customer Service: Managing Customer Expectations - Apr 2022

Timeline

Head of Operations - Yp Fleet Company
11.2023
Customer Service and Sales Manager - Yango
10.2022 - 04.2024
Customer Support Advisor - Djamo
04.2022 - 10.2022
Bilingual Customer and technical Service Representative - Konnect
11.2021 - 05.2022
PREMIUM advisor - INTELCIA
07.2019 - 12.2021
Customer service advisor - INTELCIA
04.2019 - 08.2019
Flow manager - ToutenLocal
12.2018 - 04.2019
Commercial employee - Microcred
03.2018 - 08.2018
Institut des technologies d'Abidjan - Certificate, inventory management and storage, logistics
Institut des Technologies d'Abidjan - BTS, Logistics, Materials and Supply Chain Management

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Nabil LawaniHead of Operations