Yasmine Hached
Quality Analyst
Summary
Experienced professional with a demonstrated history of fostering creative and operational excellence across communication, events, and management. Skilled problem solver with a strong analytical mindset.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Quality Analyst
Webhelp
11.2023 - Current
- Improved product quality by implementing rigorous testing procedures and adhering to industry standards.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Optimized resource utilization by effectively prioritizing tasks based on project timelines and risk assessment outcomes.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
Customer Service Advisor
Webhelp
06.2021 - 11.2023
- Strived to guarantee a consistently positive and trouble-free customer experience.
- Responsively addressed customer inquiries via email and phone channels.
- Effectively managed special tasks and assigned cases.
- Attained comprehensive training and skill enhancement across various customer service departments.
- Actively assisted new hires & facilitating their integration into the team.
Technical Support Representative
Teleperformance
02.2021 - 05.2021
- Proficiently handled and resolved customers' technical issues during initial contact by adhering to troubleshooting protocols.
- Offered valuable support and mentorship to new team members, contributing to their successful integration into the team.
Communication & Artistic Director /Event Production Manager
Yuka
08.2016 - 09.2020
- Conceptualized, developed, and executed the artistic vision and communication strategy for the company.
- Orchestrated the planning and production of both public and private events at the venue.
- Successfully produced a multitude of innovative events featuring both local and international artists.
- Demonstrated strong negotiation and booking skills while liaising with local and international agencies.
- Led end-to-end event production, collaborating closely with internal teams and external suppliers to ensure seamless execution.
- Served as the primary representative and advocate for the venue, actively seeking and fostering corporate partnerships and sponsorships.
- Generated essential documents including presentations, running orders, event schedules, and briefing documents to facilitate efficient event management.
Accommodation Manager
Villa 78
05.2014 - 09.2016
- Provided effective oversight of Front Office operations, ensuring smooth and efficient service delivery.
- Managed day-to-day business operations, including reservations, room occupancy, addressing special requirements, and meeting guests' needs promptly and courteously.
- Proactively monitored staff performance, offering guidance and support as needed, and conducted training sessions to equip new employees with the knowledge and skills to effectively respond to guests' inquiries about hotel policies and services.
Education
Master of Common Law - Commonwealth Studies
University of Carthage, Faculty of Law
Tunis, Tunisia 09.2014 - 2016.06
Bachelor of Public Law -
University of Carthage, Faculty of Law
Tunis, Tunisia 09.2010 - 2014.06
Skills
Communication skills
Timeline
Quality Analyst
Webhelp
11.2023 - Current
Customer Service Advisor
Webhelp
06.2021 - 11.2023
Technical Support Representative
Teleperformance
02.2021 - 05.2021
Communication & Artistic Director /Event Production Manager
Yuka
08.2016 - 09.2020
Master of Common Law - Commonwealth Studies
University of Carthage, Faculty of Law
09.2014 - 2016.06
Accommodation Manager
Villa 78
05.2014 - 09.2016
Bachelor of Public Law -
University of Carthage, Faculty of Law
09.2010 - 2014.06
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