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Sheker Mhadhbi

@shekermhadhbi

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Experienced team leader with a strong background in operations management.

Tunisia

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What I'm looking for

I am looking for a role that offers growth opportunities and values teamwork.

I am a dedicated professional with a proven track record in operations management and team leadership. Currently, I serve as a Team Leader for the Escalations Team at Concentrix, where I ensure adherence to procedures and KPI targets while managing workloads effectively. My role involves analyzing operational issues, preparing reports, and recommending solutions that drive company growth and enhance customer satisfaction.

Previously, I worked as a Technical Support Representative, where I simplified technical concepts for non-technical audiences and conducted client training on software updates. My experience also includes freelance translation work, where I verified translations for accuracy and handled sensitive topics with care. I am passionate about fostering positive employee relationships and creating a supportive work environment that motivates teams to achieve their goals.

Experience

Work history, roles, and key accomplishments

Current

Team Leader

Current

Concentrix

Dec 2023 - Present (1 year 5 months)

As a Team Leader for the Escalations Team, I ensured adherence to procedures and KPI targets, analyzed operational issues, and managed workloads. I led a customer service team, enforced policies, and motivated staff to achieve goals while conducting audits for compliance.

Team Leadership KPIs Operational Management Customer Service Staff Training Problem Solving Auditing Financial Reporting

Technical Support Representative

Concentrix

Feb 2022 - Jul 2023 (1 year 5 months)

In my role as a Technical Support Representative, I simplified technical concepts for clients, conducted training on software updates, and resolved system performance issues. I also produced technical reports and assisted in developing training manuals.

Technical Support Troubleshooting Tech Reporting Systems Performance Documentation Communication Skills

Translator

Rural Woman NGO

Nov 2021 - Apr 2022 (5 months)

As a Freelance Translator, I verified translations for accuracy, conducted research for specialized projects, and proofread documents. I handled sensitive topics with care and utilized interpretation equipment effectively.

Translation Proofreading Research Communication Skills

Field Researcher

Emrhod Consulting

Jun 2021 - Dec 2021 (6 months)

As a Field Researcher, I communicated with clients to discuss project details, conducted user surveys, and monitored data quality through regular audits. I coordinated with colleagues to implement resolution strategies for process issues.

Client Communication Data Auditing Coordination