Customer service experience
Imad Yousfi
Escalation Manager
Tangier
Summary
Experienced in logistics and customer care with over than 11 years of experience in automotive industry. Excellent reputation for resolving problems and improving customer satisfaction. Actually managing all escalations received from the EMEA OEM's management.
Overview
11
11
years of professional experience
8
8
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
Escalation Manager
TE CONNECTIVITY
(Remote)
05.2021 - Current
- Managing critical high-level customer escalations with immediate assistance, driven by any OEM directly or raised up by customers BU lead level, with the clear intention, to provide full transparency on root cause- and recovery with the highest attention possible and putting a strong focus on providing quick solutions.
- Tracking current and potential performance killers.
- Monitoring recovery actions and timelines to be consistently shared with the entire organization to optimize logistics flow and costs.
Hotline Service Coordinator
TE connectivity
Tangier
02.2020 - 04.2021
- Worked with customers from the whole EMEA to understand needs and provide excellent service during nights and weekends.
- Actively listened to customers, handled concerns quickly and escalated major issues to EMEA managers
- Ensure material availability in the whole supplu chain process
Integrated Customer Solutions
TE connectivity
Tangier
10.2016 - 01.2020
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Increased customer satisfaction by resolving different issues.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Drove operational improvements which resulted in savings and improved profit margins.
- Handled many calls per day to address customer inquiries and concerns.
Purchasing Logistics
LEAR corporation
Tangier
05.2015 - 10.2016
- Studied the material needs covering the customer requirements.
- Worked with vendors to schedule the daily/Weekly pickups.
- Developed warehouse system that provided best cost with appropriate service levels to achieve organizational goals.
- Coordinating with transport about the best selected ways to ship with.
- Provided updates on critical shipments to corporate departments and customers.
- Controlling the material inventories
Production Planner
LEAR corporation
Tangier
06.2011 - 05.2015
- Planned and established production schedules and optimized control levels for diversified manufacturing operations.
- Employed accurate forecasting to increase efficiency and reduce waste.
- Addressed internal supply problems head-on and developed creative solutions to prevent delays and missed targets.
- Created new production processes by analyzing current workflow and coordinating customer orders based on material availability and production capacity.
Education
MBA - Logistics
FENA BUSINESS SCHOOL
Tangier-Gijon 12.2010 - 07.2012
Master of Science - Computer Science And Programming
EHECT
Tangier 09.2006 - 06.2010
High School Diploma -
CHARIF IDRISSI
Tetouan 09.2003 - 06.2006
Skills
Business solutions
Greeting customers
Continious improvement
Developping new tools
Digital Marketing
Software
Microsoft office : Excel - Word-Power point-One note-Teams
SAP
Photoshop
Certification
Certified Expert in Digital Marketing, DME - January 2019- February 2019
02-2019
Microsoft certified professional 70-210
03-2008
Microsoft certified professional 70-290
09-2008
Interests
Reading
Learning new skills
Football
Swimming
Additional Information
Born on 06/08/1988 in Tetouan / Morocco
Married and father (one daughter)
Timeline
Escalation Manager
TE CONNECTIVITY
05.2021 - Current
Hotline Service Coordinator
TE connectivity
02.2020 - 04.2021
Certified Expert in Digital Marketing, DME - January 2019- February 2019
02-2019
Integrated Customer Solutions
TE connectivity
10.2016 - 01.2020
Purchasing Logistics
LEAR corporation
05.2015 - 10.2016
Production Planner
LEAR corporation
06.2011 - 05.2015
MBA - Logistics
FENA BUSINESS SCHOOL
12.2010 - 07.2012
Microsoft certified professional 70-290
09-2008
Microsoft certified professional 70-210
03-2008
Master of Science - Computer Science And Programming
EHECT
09.2006 - 06.2010
High School Diploma -
CHARIF IDRISSI
09.2003 - 06.2006
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