GHizlane Senhaji

GS

Looking for a job

GHizlane Senhaji

@ghizlanesenhaji

Customer Support Manager at Dell who led four EMEA teams and improved service quality through KPI tracking and coaching.

At Dell, I led four multi-site EMEA teams of 25 senior engineers, with responsibility for service quality and critical technical support. I tracked KPIs and used analytical reporting to support continuous improvement of quality processes.

I recruited and coached team members, supported skills development, and created career, training, and performance improvement plans. I also resolved critical escalations and led cross-functional projects.

I designed and monitored business continuity plans and brought technical depth in diagnosing server failures and designing solutions for complex infrastructure. My certifications include ITIL v3 Foundation, DCSE, and CompTIA A+.

Experience

Work history, roles, and key accomplishments

DE

Quality Coach and Team Leader

Mar 2014 - Jun 2025 (11 years 3 months)

Led 4 multi-site teams of 25 senior engineers, overseeing service quality and critical technical support for EMEA. Managed performance, talent, customer satisfaction, and business continuity.

Team Leadership Coaching KPI Tracking Power BI ServiceNow Performance Management Recruitment Career Plans Training Plans PIPs Customer Satisfaction Escalation Management Business Continuity Planning Server Diagnostics Solution Design

DE

OST - Team Operations Support

Mar 2011 - May 2014 (3 years 2 months)

Managed service quality and tracked technical and commercial incidents across several markets. Coordinated support and sales teams to ensure service continuity on key accounts.

Service Quality Management Incident Tracking Team Coordination Key Account Management

DE

Certified Support Engineer, Server Range

Jun 2010 - Mar 2011 (9 months)

Resolved complex incidents for large public and private accounts. Assessed customer needs, advised, prepared quotes, and followed orders.

Technical Support Incident resolution Customer Needs Assessment Quoting Order Management

DE

Support Engineer, Expert Status

May 2007 - Jun 2010 (3 years 1 month)

Provided solutions to consumer and professional customers, created and tracked orders, and delivered end-to-end customer support.

Customer Support Order Management End To End Support

BS

Call Center Advisor

B2S

Jul 2006 - May 2007 (10 months)

Provided call center support to customers.

HS

Customer Service Representative, Expert Status

HP Sitel

Jul 2004 - Dec 2004 (5 months)

Provided technical support on HP and Compaq laptops.

Technical Support Laptop Support

Education

Degrees, certifications, and relevant coursework

CP

CPAM

CPAM, Project Management

CPAM certification in progress.

ES

ESTEM

Engineer, Computer Systems and Networks

1999 - 2003

Engineer in Computer Systems and Networks from ESTEM, Casablanca, from 1999 to 2003.

CA

Carfax

Selectividad, General Studies

1998 - 1999

Selectividad (Spanish Baccalaureate equivalent) from Carfax, Spain, from 1998 to 1999.

LM

Lycée Lalla Meryem

Baccalaureate, Experimental Sciences

1997 - 1998

Baccalaureate in Experimental Sciences from Lycée Lalla Meryem, Agadir, from 1997 to 1998.

IT

ITIL

ITIL v3 Foundation, IT Service Management

ITIL v3 Foundation certification.

DE

Dell

DCSE, Systems Engineering

DCSE, Dell Certified Systems Engineer certification.

CO

CompTIA

CompTIA A+, IT Support

CompTIA A+ certification.

SM

SMAC

SMAC, Social Media

SMAC, Social Media and Communities certification.

Tech stack

Software and tools used professionally

Microsoft Excel

Avaya

ServiceNow

Power BI

Microsoft Office

Availability

Looking for a job

Location

Morocco

Authorized to work in

Salary expectations

30k+ USD

Job categories

Customer Support Manager

Skills

Customer Support Management Team Leadership Coaching KPI Tracking Performance Analysis Management Reporting Escalation Management Crisis Management Customer Satisfaction Quality Process Improvement Continuous Improvement Recruitment Career Planning Training Plans Performance Improvement Plan (PIP)

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