Curriculum

I am 35 years old, and have successfully completed my studies in computer science as a degree in computer science (Senior technician). In my thesis I have intensively with the Data Analysis and Software Engineering. In this area, I have acquired extensive knowledge that I would like to bring to your institution.
I have been working successfully for five years as a database programmer, developer and analyst also as software developer. Here I was able to gain extensive experience with programming of complex databases and their connection to the Internet. I possess wide and professional IT and programming knowledge. The main programming languagesare: MySQL, PHP, JavaScript, JQuery, CSS, HTML and Visual Basic for Applications. The complex databases that I written are developped for private, company and as well as for the public sector. The activity spectrum extends from the Planning and conception to the implementation level.
I am used to lead complex projects and projects taking into account all critical aspects for success. Besides project management, I take managerial, technical conceptual tasks and my true agendas as executives. The effort to cross contacts and the optimization of processes I count also of my duties as a manager

2012 - present Customer Interaction Center Coordinator
  • in “Luxottica” AG
  • WORK EXPERIENCE

    Description of my job - Team Coordinator

    Luxottica is a subsidiary of the Italian Luxottica Group, the world's most successful manufacturer of eyeglasses and sunglasses with a presence in 130 countries and more than 70,000 employees worldwide.
    For their unique brands portfolio includes RayBan, Oakley, Vogue, Persol and Eyeware and licensed brands of various luxury and lifestyle brands such as Burberry, Bvlgari, Chanel, Dolce & Gabbana, Emporio Armani, Giorgio Armani, Michael Kors, Ralph Lauren and Prada .
    In my position as Team Coordinator I am entrusted mainly with the following tasks:

      Technical and IT
    • Support for local IT problems, management and resolution of technical fault with the central IT department and external companies
    • Managing and maintaining the server (Windows, Linux, Interactive Intelligence)
    • Management and maintenance of the speech dialogue system (Interactive Voice Response)
    • Monitoring, controlling and analyzing the calls
    • Customer consulting, training and support for technical inquiries and failure of the company ordering portal
    • Software development, architecture, client and server-side programming Zeiterfassung-, logistics, order management, reporting and charting, knowledge sharing programs
    • Technical implementation of HTML, CSS, PHP, Javascript, MySQL and jQuery and implementation of responsive web design
    • Database design, creation, maintenance and administration (MySQL and SQL)
    • Installation, configuration and maintenance of common services and programs
    • Ensure the reliability, safety, performance and high availability of these services
      Reporting and Analysis
    • preparing, analyzing and interpreting statistical analyzes and forecasts as well as various ad-hoc analysis
    • Addition of requirements, acquisition of data, and developing and creating reports
    • Preparation of performance data and synchronize data
    • Design of the required data structures
    • Ensuring the quality of data in the operational systems
    • A wide variety of tasks in the documentation
      Management and personnel
    • Business leadership, training and support for staff
    • Ensuring the achievement of qualitative and quantitative targets
    • Control, evaluation and improvement of daily business
    • Support and delegate of the Customer Service Manager
    • Maintenance and assisting in the development of the processes of the business area and with various company projects
      Customer Service und Oakley RX
    • Advice and maintain customer relations in German, French and Italian
    • Information and review of the order value and feasibility of Oakley RX and lens order
    • Enter and maintenance of orders
    • Edit inspect cases of warranty and customer returns and collection of credits

    2011 - 2012 Deputy tam leader / Skill Master
  • in “rbc Solutions” AG
  • WORK EXPERIENCE

    Description of my job

    Luxottica avocis TELAG is a strong partner in customer contact by phone and external invoicing. We have over five decades of experience with innovative telephone services. For several years, we have supported our business partners with external invoicing services. With high personal engagement, our client-oriented team aims to provide a positive experience to each customer. .
    In my position as Deputy Team Leader & Skill Master I am entrusted mainly with the following tasks:

      Deputy Teamleader
    • Assistance in the technical and qualitative monitoring of all allocated projects
    • Assistance of personnel management and coaching of administrator service center
    • Projects: Assistance in the implementation of projects within the service center, according to the Project Coordinators
    • Operational participation in daily business
    • Processing of ticket and cases as 2nd level supporter and the resolve of technical trouble
    • The cooperation and correspondence with the 3rd level
    • Open and dispatch Ticket and cases to the 3rd level Suport and right departement
    • 1st and 2nd Level Support in Tech. Mobile Admin and Billing for business customer
    • Assistance in the early detection of peaks early planning of resources in collaboration with the Team Leader Service Center
    • General administrative work
    • Feedback to Team Leader Service Center concerning requirements of training and / or coaching of Stuff
      CIC Skill Master
    • Control of the processed data
    • Quality: Assistance of live monitoring of inbound calls TELCO
    • Assisting in the control the assigned hour of stuff employees (including presence times)
    • Quality: Assistance in the compliance of service level
    • Ensuring the quality of data in the operational systems
    • A wide variety of tasks in the documentation

    2010 - 2011 Customer Interaction Center Supporter
  • in “Avocis Telag” AG
  • WORK EXPERIENCE

    Description of my job

    avocis TELAG is a strong partner in customer contact by phone and external invoicing. We have over five decades of experience with innovative telephone services. For several years, we have supported our business partners with external invoicing services. With high personal engagement, our client-oriented team aims to provide a positive experience to each customer.
    In my position as Customer Interaction Center Supporter I am entrusted mainly with the following tasks:

    • Technical support and configuration of internet access, mail accounts and the DSL / modem router
    • Assistance of personnel management and coaching of administrator service center
    • Projects: Assistance in the implementation of projects within the service center, according to the Project Coordinators
    • Quality: Assistance in the compliance of service level
    • Assistance in the early detection of peaks early planning of resources in collaboration with the Team Leader Service Center
    • Quality: Assistance of live monitoring of inbound calls TELCO
    • Control of the processed data
    • Feedback to Team Leader Service Center concerning requirements of training and / or coaching of Stuff
    • Assisting in the control the assigned hour of stuff employees (including presence times)
    • General administrative work
    • Operational participation in daily business
    • Processing of ticket and cases as 2nd level supporter and the resolve of technical trouble
    • The cooperation and correspondence with the 3rd level
    • Open and dispatch Ticket and cases to the 3rd level Suport and right departement
    • 1st and 2nd Level Support in Tech. Mobile Admin and Billing for business customer

    2007 - 2010 Marketing Assistant
  • in “Biovera Food & Drugs” sarl
  • WORK EXPERIENCE

    Description of my job

    Biovera Food & Drugsis an organic farming company. Main customer activity and drying and destilation of aromatic and medicinal Plates for pharmaceutical and medical use. The company is exporting to the European market totally
    In my position as Marketing assistant I am entrusted mainly with the following tasks:

    • Instilling a marketing led ethos throughout the business
    • Researching and reporting on external opportunities
    • Understanding current and potential customers
    • Managing the customer journey (customer relationship management)
    • Developing the marketing strategy and plan
    • Measuring success
    • Managing budgets
    • Ensuring timely delivery
    • Developing guidelines
    • Help with Making customer focused decisions
    • Presentation of the brand in different fairs

    2011 - 2013 Senior technician certificate (BTS) in business computer science & IT Management
  • in “Institut Informatique Industriel (3i) "
  • Education

    Description of my Study

    The technician certificate (BTS) is a national diploma of French higher education, established in 1959.Obtaining higher technician certificate carries the acquisition of 120 European credits (ECTS). It aims to train computer scientists to be able to develop applications in various fields, using their capacity of the, analytical and coding. These applications can be of various types (client-server, remote computing, web ...) The activities of the application developer are:

    • the analysis of user needs within the company or at the customer
    • Search and selection of a suitable solution to meet the needs cited
    • application design (analysis Merise, UML ...)
    • application development
    • the implementation and maintenance of computer programs, in order to make the changes necessary for their functioning over time user training to deployed applications

    2005 - 2007 Mathematical Engineering / Computers
  • in “University KU-Einchstaett Germany"
  • Education

    Description of my Study

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    2005 High school degree with a major in mathematics
  • in “High school Sliman ben Sliman Zaghouan Tunesien"
  • Education

    Description of my Study

    The baccalauréat is an academic qualification which French and international students take at the end of the High School

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