Khemiri Mohamed Aziz
Athens
Summary
Results-driven Team Leader with over 8 years of experience in customer service, sales, insurance operations, and team management. Proven ability to lead multicultural teams, improve customer satisfaction, optimize processes, and achieve performance targets. Strong communicator, problem solver, and people manager with international experience in Europe and North Africa.
Overview
15
15
years of professional experience
Work History
Operations Supervisor
Teleperformance
09.2021 - Current
- Oversaw daily operations to ensure efficiency and compliance with company policies.
- Mentored team members, enhancing skills and promoting a culture of continuous improvement.
- Implemented process optimization initiatives, reducing operational bottlenecks and improving workflow.
- Coordinated cross-functional teams to achieve service delivery goals and enhance customer satisfaction.
- Lead and support customer service agents to ensure high performance and service quality
- Monitor KPIs (CSAT, AHT, SLA) and implement action plans to improve results
- Handle escalated customer issues and ensure timely and effective resolution
- Coach team members through regular feedback sessions and performance reviews
- Ensure compliance with company procedures, quality standards, and policies
- Identify operational gaps and propose solutions to enhance customer experience
Customer Service Representative
Teleperformance
10.2019 - 09.2021
- Delivered exceptional customer support through effective communication and problem-solving skills.
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Collaborated with team members to streamline processes and improve service delivery.
- Provide support to new new team memebers on customer service protocols and best practices.
Customer Service Representative – Insurance Operat
SPB ISC
10.2018 - 10.2019
- Managed insurance claims and customer records with high accuracy
- Implemented compensation procedures and followed dispute resolution processes
- Verified insurance guarantees in case of incidents or disasters
- Coordinated with experts to determine compensation amounts
- Used internal systems for documentation, analysis, and reporting
Sales Manager
MAGIK GAMES – Tunis, Tunisia
10.2015 - 10.2018
- Led and managed a sales team to achieve and exceed sales targets
- Developed and executed strategic sales plans to expand the customer base
- Recruited, trained, and monitored sales representatives’ performance
- Built long-term customer relationships and key partnerships
- Prepared sales reports, forecasts, and performance analyses for management
- Identified new market opportunities and monitored competition
Trainer
Tunis Call Center (European Training Center) – Tunis, Tunisia
06.2013 - 10.2015
- Assessed training needs and developed structured training programs
- Delivered onboarding and skill-development training for call center agents
- Designed, tested, and updated training materials
- Coordinated training schedules, resources, and participant follow-up
- Supported managers with performance improvement initiatives
Team Leader (NGO)
SIFE – ISCAE – Tunis, Tunisia
01.2011 - 06.2013
- Planned and organized team-building and project activities
- Motivated team members and promoted a positive work environment
- Identified training needs and provided coaching
- Delegated tasks, set deadlines, and monitored progress
- Conducted regular performance evaluations and feedback sessions
Education
Bachelor of Science - Marketing Management
ESC
Tunis06-2015
High School Diploma -
ISCAE
Tunis06-2010
Skills
- Team Leadership & Coaching
- Performance Management & KPIs
- Customer Experience Improvement
- Conflict Resolution & Escalation Handling
- Decision Making & Problem Solving
- Process Improvement
- Sales & Service Strategy
- Training & Onboarding
- Stakeholder Communication
Adaptability & Fast Learning
Languages
Arabic
Full Professional
English
Professional Working
French
Native or Bilingual
Timeline
Operations Supervisor
Teleperformance
09.2021 - Current
Customer Service Representative
Teleperformance
10.2019 - 09.2021
Customer Service Representative – Insurance Operat
SPB ISC
10.2018 - 10.2019
Sales Manager
MAGIK GAMES – Tunis, Tunisia
10.2015 - 10.2018
Trainer
Tunis Call Center (European Training Center) – Tunis, Tunisia
06.2013 - 10.2015
Team Leader (NGO)
SIFE – ISCAE – Tunis, Tunisia
01.2011 - 06.2013
Bachelor of Science - Marketing Management
ESC
High School Diploma -
ISCAE