Open to opportunities

ZAKARIA San

@zakariasan

Message

I lead customer operations teams, improving SLA performance, quality, backlog, and customer satisfaction.

Morocco

Message

What I'm looking for

I'm looking for a customer operations leadership role where I can lead frontline teams, improve KPI performance and client satisfaction, strengthen coaching and quality practices, and contribute to process optimization and capacity planning.

At TP (Majorel), I lead multiple frontline teams across four high-volume client accounts and support the Operations Manager with performance optimization, SLA compliance, and client satisfaction.

I've managed teams of up to 50 agents and own KPI performance across SLA, Quality, Backlog, AHT, and Utilization. On a technical support account, I reduced the Ultra Détracteur rate from 55% to below 18% through targeted coaching, resource allocation, and process optimization.

I build Excel dashboards and reports for real-time KPI and capacity tracking, conduct performance appraisals, and manage client-facing reviews, business reporting, escalations, and quality updates.

My customer operations background began in telecom customer experience and technical troubleshooting, giving me practical frontline insight that I apply to coaching, workflow redesign, SOP adherence, and backlog resolution.

Experience

Work history, roles, and key accomplishments

Current

Senior Team Leader / Acting Assistant Operations Manager (AOM)

Current

TP (Majorel)

Jan 2016 - Present (10 years 7 months)

Leads multiple frontline teams and supports the Operations Manager across four high-volume client accounts, driving performance optimization, SLA compliance, and client satisfaction. Achieved a 67% reduction in detractor rates through coaching, resource allocation, and process redesign.