MOHAMED AFI
OPERATION SUPERVISOR
Nea Smyrni
Summary
Dynamic Operations Supervisor with a proven track record in customer service, sales, and performance management within multinational environments. Expertise in leading teams and coaching agents to optimize operations while consistently achieving and exceeding SLAs. Demonstrated ability to drive sales growth, enhance processes, and elevate customer satisfaction levels. Highly skilled in cross-functional collaboration, delivering exceptional results in fast-paced, multicultural settings.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Operation Supervisor
Teleperformance
04.2025 - Current
- Lead daily operations to meet customer-specific SLAs, optimizing staffing, workflow, and performance.
- Coach and mentor agents through one-on-one sessions and team huddles to enhance engagement.
- Monitor KPIs, prepare reports, and coordinate with HR on performance management.
- Drive process improvements, and resolve escalated cases to ensure operational efficiency.
- Engage with clients through regular meetings to review performance, address concerns, and align operational strategies with customer expectations.
Social Media Specialist
Teleperformance
08.2023 - 04.2025
- Maintained company's social media presence by posting messages, answering posts, and monitoring responses.
- Contributed to improved engagement and customer satisfaction across platforms.
Customer Service Representative
Teleperformance
07.2021 - 08.2023
- Delivered customer support for an online bank through phone, chat, and email.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information and solution.
Payroll Specialist
ADP
03.2021 - 07.2021
- Processed accurate payroll data, and ensured compliance with HR systems.
- Investigated and resolved payroll-related issues in collaboration with HR teams.
Sales Specialist
OXAHOST
07.2020 - 03.2021
- Promoted hosting and IT services to corporate and individual clients.
- Negotiated contracts, and consistently achieved monthly sales targets.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
Telesales Specialist
Teleperformance
03.2018 - 07.2020
- Conducted outbound sales calls for a French mobile and internet provider.
- Identify customer needs, and offer tailored solutions to maximize sales opportunities.
- Stay informed about product offerings, promotions, and market trends to provide accurate information.
Production Director
Espoir Prod
09.2017 - 02.2018
- Oversee all audiovisual production projects from concept development to post-production.
- Plan and coordinate human, technical, and financial resources to ensure projects meet deadlines and stay within budget.
- Supervise scheduling, contracts, and legal authorizations required for productions.
- Reduced production costs through effective negotiation with suppliers and continuous monitoring of expenses.
Sales Specialist
SMSO
02.2016 - 07.2017
- Managed key accounts for a French multinational across the Greater Maghreb region.
- Oversaw quotations, invoicing, and client loyalty programs to secure long-term relationships.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Built strong client relationships through consistent communication and effective problemsolving.
Education
Higher National Diploma - International Business/Trade/Commerce
CSFMT Gammarth
01.2017
Skills
Team Leadership & Coaching
Operations Management
Sales & Business Development
Customer Service Excellence
Project & Production Coordination
Communication & Collaboration
Links
LinkedIn: www.linkedin.com/in/mohamed-afi-44aa6232a
Timeline
Operation Supervisor
Teleperformance
04.2025 - Current
Social Media Specialist
Teleperformance
08.2023 - 04.2025
Customer Service Representative
Teleperformance
07.2021 - 08.2023
Payroll Specialist
ADP
03.2021 - 07.2021
Sales Specialist
OXAHOST
07.2020 - 03.2021
Telesales Specialist
Teleperformance
03.2018 - 07.2020
Production Director
Espoir Prod
09.2017 - 02.2018
Sales Specialist
SMSO
02.2016 - 07.2017
Higher National Diploma - International Business/Trade/Commerce
CSFMT Gammarth