Open to opportunities

emna hannefi

@emnahannefi

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Experienced Customer Experience Team Lead with a focus on complaint resolution.

Poland

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What I'm looking for

I seek a role that fosters growth, values customer-centric approaches, and emphasizes process improvement.

I am an experienced Customer Experience Team Lead with a proven track record in managing escalations and optimizing complaint resolution processes. Currently, I lead a team of over 12 analysts at Accenture, where I have successfully improved support efficiency by 30% through strategic initiatives and process improvements. My expertise lies in identifying business risks, ensuring compliance with regulatory requirements, and proactively addressing customer concerns.

Throughout my career, I have developed and implemented Key Performance Indicators (KPIs) to measure service recovery and customer satisfaction. My previous role at Concentrix involved managing a team focused on high-impact complaint resolution, where I improved issue resolution efficiency by 25%. I am passionate about enhancing customer interactions and driving process optimization to deliver exceptional service quality.

Experience

Work history, roles, and key accomplishments

Current

Team Lead

Current

Accenture

Aug 2023 - Present (1 year 10 months)

Led a team of 12+ analysts in optimizing complaint resolution and incident management processes, achieving a 30% improvement in support efficiency. Developed KPIs to measure service recovery and customer satisfaction while ensuring compliance with regulatory requirements.

Escalation Management Incident Management Process Optimization Leadership Data Analysis Regulatory Compliance KPIs

Current

Team Lead (Customer Experience)

Current

Accenture

Aug 2023 - Present (1 year 10 months)

Led a team of 12+ analysts in optimizing complaint resolution and incident management processes, achieving a 30% improvement in efficiency. Developed KPIs to measure service recovery and customer satisfaction while ensuring compliance with regulatory requirements.

Customer Experience Incident Management Team Leadership Process Improvement KPIs Regulatory Compliance Data Analysis Escalation Management

Team Lead (Risk Assessment & Mitigation)

Concentrix

Aug 2023 - Jun 2024 (10 months)

Managed a team focused on optimizing customer experience and complaint resolution, improving issue resolution efficiency by 25%. Implemented internal control systems to reduce service failures and financial risks.

Risk Assessment Internal Controls Regulatory Compliance Leadership Data Analysis Process Optimization

Team Lead

Concentrix

Aug 2023 - May 2024 (9 months)

Managed a team focused on customer experience optimization and high-impact complaint resolution, improving issue resolution efficiency by 25%. Implemented internal control systems to reduce service failures and financial risks.

Internal Controls Risk Assessment Leadership Data Analysis

Financial Strategy & Quality Risk Specialist

Contractor

Jun 2021 - Jul 2023 (2 years 1 month)

Optimized internal audit workflows, achieving a 30% improvement in review efficiency. Developed financial strategies to maximize profitability while ensuring compliance with GDPR regulations.

Internal Audit Financial Strategy Risk Management Compliance GDPR Compliance

Procure-to-Pay Analyst

Tata Consultancy Services

Apr 2019 - Mar 2020 (11 months)

Streamlined procurement risk audits and monitored high-risk transactions to mitigate fraud exposure. Ensured compliance with GDPR and enhanced transaction oversight.

Fraud Mitigation GDPR Compliance Risk Management Compliance Monitoring

Financial Strategy & Quality Risk Specialist

Contractor

Jun 2021 - Aug 2023 (2 years 2 months)

Optimized internal audit workflows, achieving a 30% improvement in review efficiency. Developed financial strategies to maximize profitability while ensuring compliance with GDPR and customer protection regulations.

Internal Audit Financial Strategy Risk Management Compliance GDPR Compliance

Junior Analyst

Contractor

Aug 2020 - Jun 2021 (10 months)

Executed compliance audits and implemented risk mitigation strategies, effectively reducing financial exposure. Developed quality assurance protocols to enhance accuracy levels by 25%.

Risk Mitigation Quality Assurance Financial Exposure Reduction Data Analysis Process Improvement Regulatory Compliance

Junior Analyst

Contractor

Jul 2020 - Jun 2021 (11 months)

Executed compliance audits, shrinking risk gaps by 30%. Implemented risk mitigation strategies and enforced quality assurance protocols to enhance accuracy levels.

Risk Mitigation Quality Assurance Financial Exposure Reduction Data Analysis Process Improvement Regulatory Compliance

Procure-to-Pay Analyst

Tata Consultancy Services

Apr 2019 - Mar 2020 (11 months)

Streamlined procurement risk audits to mitigate fraud exposure and safeguard financial integrity. Monitored high-risk transactions to reduce fraud incidents and ensure GDPR compliance.

Fraud Mitigation Transaction Monitoring GDPR Compliance Risk Management Data Protection

Business Trainee

Tyntec, GMBH

May 2018 - Apr 2019 (11 months)

Supported regulatory audits and conducted risk assessments to ensure compliance with European financial laws. Assisted in risk reporting to enhance data accuracy and transparency.

Risk Assessment Compliance