I am seeking a Customer Operations or Team Lead role where I can leverage KPI reporting, dashboards, and automation to optimize support performance. I am also eager to apply my skills in Customer Experience, Data Entry, and Junior Data Analysis to reduce manual workload and drive measurable, data-driven process improvements.
Looking for a job
Chakib El Amir Touat
@chakibelamirtouat
Customer Operations Specialist focused on KPI reporting, dashboards, and automation to improve customer support performance.
AlgeriaWhat I'm looking for
I'm a Customer Care and Operations Specialist experienced in reporting, dashboards, and KPI tracking inside operational teams. At Heetch Algeria, I analyzed customer support KPIs and operational metrics to maintain performance stability, and I delivered recurring weekly/monthly data reports to spot trends, inefficiencies, and improvement opportunities.
I also turned operational data into action by leading performance review meetings and designing automation initiatives to reduce manual workload. I reduced inbound call volume by 8% through a technical, data-driven FAQ solution, and I handled customer complaints across calls, messages, and in-person—plus B2B "Order in Advance" requests—while preparing daily and weekly performance reporting to support decision-making.
Beyond day-to-day operations, I led a cross-functional team to design and pitch a winning project aimed at enhancing the customer journey, centered around the introduction of a new in-app rating system to capture real-time feedback and drive continuous service improvement.
Experience
Work history, roles, and key accomplishments
• Analyzed KPIs and metrics via dashboards to ensure stability and identify trends.
• Produced weekly/monthly reports to highlight improvement opportunities.
• Led performance reviews and implemented automation initiatives.
• Reduced inbound calls by 8% via a data-driven FAQ solution.
• Led a cross-functional team to design a winning project for an in-app rating system.
Handled customer complaints across calls, messages, and in-person interactions, and managed B2B “Order in Advance” requests. Produced daily/weekly performance reports to support operational tracking and decision-making.
CA
Auditor (Asset Inventory)
CMA Algeria
Nov 2023 - Dec 2023 (1 month)
Conducted physical inventory of depreciable assets for GB Sonatrach Group. Completed data entry tasks to support audit and inventory records.
HC
Cashier
HDA Carrefour
Jun 2022 - Nov 2023 (1 year 5 months)
Managed cash handling and customer reception, including cashier duties and complaint management. Supported goods reception, stock management, and in-store merchandising/organization.
SO
Finance and Accounting Intern
Sonelegaz
Jan 2023 - Apr 2023 (3 months)
Completed internship in the Finance and Accounting Department, supporting operational finance/accounting tasks and reporting. Applied corporate finance fundamentals while contributing to departmental workflows.
NB
Finance and Accounting Intern
National Bank of Algeria (BNA)
May 2021 - Jul 2021 (2 months)
Interned in the Finance and Accounting Department of the National Bank of Algeria (BNA), supporting accounting and reporting activities. Contributed to routine departmental tasks and documentation.
LW
Sales Advisor
LC Waikiki
Sep 2020 - Apr 2021 (7 months)
Provided customer advising and handled phone calls and in-store announcements. Supported merchandising activities, store organization, and cashier-related customer interactions.
Education
Degrees, certifications, and relevant coursework
UA
University of Algiers
Master's degree, Corporate Finance
Earned a master’s degree in corporate finance at the University of Algiers.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
AlgeriaAuthorized to work in
Social media
Job categories
Skills
KPI TrackingDashboardsReportingProcess ImprovementAutomationComplaint HandlingPerformance ReviewsGoogle SheetsExcelLookerGoogle Apps ScriptMicrosoft WordMicrosoft PowerPointZendeskSlackNotionMiroTypeFormZapierData EntryInventory ManagementCash HandlingAsset InventoryArabicGmailJanSQL RemoteProject ManagementSaaS
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