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Rafik Amzeriahi

@rafikamzeriahi

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Multilingual operations team lead with expertise in training and management.

Spain

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What I'm looking for

I am seeking a role that values team development, operational excellence, and offers opportunities for growth.

I am a highly motivated and driven professional with a Bachelor's degree in Social Sciences from Hogeschool van Amsterdam. My extensive experience in the outsourcing and offshoring business has equipped me with strong skills in managing teams, coordinating operations, and delivering exceptional training. I pride myself on being reliable and efficient, with a keen eye for detail and the ability to work both independently and collaboratively.

Throughout my career, I have held various leadership roles, including my current position as a BPO Trainer and QA & Operations Team Lead at TechM. Here, I am responsible for overseeing global operations, managing team leads, and ensuring high-quality delivery across all levels. My experience also includes roles as a Trainer and Team Manager, where I have successfully implemented strategies to enhance performance metrics and improve team dynamics.

With a strong focus on customer service and operational excellence, I have consistently driven results through effective communication and problem-solving skills. I am passionate about training and developing talent, ensuring that my teams are well-equipped to meet the demands of our clients and the industry.

Experience

Work history, roles, and key accomplishments

Current

BPO Trainer/QA & Operations Team Lead

Current

TechM

Jun 2023 - Jan 2025 (1 year 7 months)

Led global operations for client support, managing Team Leads and trainers. Accountable for operational metrics including CSAT and SLAs, while ensuring high-quality delivery and performance from the team. Developed strategies to meet targets and maintained product knowledge adherence.

Team Management Operational Metric Development CSAT SLA Training Quality Assurance Zendesk Salesforce Microsoft Windows Excel

Trainer & QA Team Manager

Nearshore Contact Partners

Jan 2023 - May 2023 (4 months)

Managed agents and team leads, serving as a key point of contact between the call center and senior management. Responsible for training and guiding staff, as well as interviewing new hires.

Team Management Training Quality Assurance Problem Solving Communication Skills Coaching Interviewing

Project Team Lead/Trainer & QA

Oxxio

Jan 2021 - Jan 2022 (1 year)

Oversaw KPI system management and revenue control while acting as a problem-solving point between the call center and senior management. Responsible for managing representatives and ensuring compliance with updates and regulations.

KPIs Revenue Management Problem Solving Team Management Training Coaching Compliance Interviewing Communication Skills

Real Estate Agent

Llucant

Jan 2019 - Jan 2022 (3 years)

Assisted clients with bureaucratic procedures and legal documents in real estate transactions. Provided tutoring in English and connected customers with appropriate agencies.

Real Estate Legal Documentation Customer Service Translation Communication Skills Problem Solving

Global Team Manager/Trainer

TP Vision

Jan 2018 - Apr 2019 (1 year 3 months)

Managed a team of leads across multiple regions, focusing on KPI management and client presentations. Provided coaching and training for new hires and existing staff, while overseeing social media representatives globally.

Team Management KPIs Training Coaching Problem Solving Social Media Management Recruitment

Retail Communications Manager

Teleperformance Greece

Jan 2015 - Jan 2016 (1 year)

Acted as a liaison between the call center and retailers, managing consumer care and warranty procedures. Developed budgets and proposal plans while ensuring compliance with local regulations.

retail management Consumer Problem Solving Budget Management Proposal Development Compliance Communication Skills

Education

Degrees, certifications, and relevant coursework

Hogeschool van Amsterdam

Bachelor in Social Sciences, Social Sciences

2004 - 2008

A well traveled multi-lingual, talented and driven individual with a focus on Outsourcing/Offshoring business. Developed managing, commercial, coordinating, training and leading skills. Reliable, efficient and committed, with an eye for detail and able to work in a team as well as individually.