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
12.2018
BTS - Logistics, Materials and Supply Chain Management
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