Yasser Ben Lachheb

• Development of data collection processes and data management systems
• Execute daily same day or next day forecasts.
• Designing of queries, compiling of data, and generation of reports in MS
Access and Excel
• Charting and graphing of data for reporting purposes
• In depth research of defect trends
• Data collection and entry as needed
• Data mining and problem solving
• Present analysis in easily digestible standard reports

• Conduct research into process improvement initiatives and taking real-time decisions by taking a step back at strategic intervals to take in the bigger picture.
• Responsible for teaching leadership team how to interpret data trends as
needed

• Collaborated with technical teams to ensure data accuracy, consistency, and availability for analysis in France Analytics legacy systems.
• Transformed raw data and conducted comprehensive data analysis using Python, Excel, PowerBI, and Tableau, revealing insights into business processes and performance.
• Automated data analyses and streamlined reporting processes, significantly boosting overall efficiency.
• Implemented visually effective ways to present data, ensuring clarity for informed decision-making.
• Engaged with users, assessed feedback, and proposed pathways for enhancing solutions.
• Led the consolidation of landscape needs for France Analytics legacy systems, minimizing the impact of iShift France implementation.
• Conducted landscape analysis, proposed solutions, and coordinated implementations with AIMS teams and Analytics COE.

• Hired, managed and led a diverse and inclusive team of Tier 2 Specialists. Provided direction and guidance to the team, personalizing coaching and communication tactics to align with the individual’s strengths, weaknesses and motivations.
• Reporting: Preparing reports and presentations on the findings of the analysis for business leaders and other stakeholders.
• Identifying opportunities for improvement: Identifying areas by analyzing data and reports where can be improved and making recommendations to optimize workflow.
• Develop and maintain all operational playbooks, reporting and workflow procedures related to the Tier 2 Support Team, ensuring core functions are well documented, published, audited and aligned with business tactics and strategy.
• Created and documented best practices for technical troubleshooting procedures and processes to enable the Tier 1 support team to effectively triage, troubleshoot and address customer inquiries, with an overall goal of driving high customer satisfaction and timely resolution.
• Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
• Coordinated with sales representatives to ensure seamless onboarding experience for new clients, leading to higher client retention rates.

• Reporting on a daily basis to the Operations manager and actively managing the team
• Ensure that employee attendance, absence and working hours for the team are logged accurately and liaise with the Human Resources department in relation to payroll queries in a timely manner
• Ensure that service level is maintained and impacts are managed effectively when making team decisions - including authorization of training requests, team briefings, and absence
• Draft, implement and deliver training and development plans for all team members to address development needs, to improve skill levels and performance
• Forecasting: Using statistical models to forecast future trends and patterns based on historical data to ensure better coverage
• Mentoring and developing agents and Team Managers and take a very proactive approach to coaching and up skilling my team
• Developed and implemented training initiatives for new hires.
• Mentored junior support staff, fostering a culture of collaboration and learning within the team.

• Provide friendly and efficient service to the worldwide Airbnb community
• Be a first point of contact to handle and resolve customer complaints
• Respond professionally to inbound phone calls, including urgent situations