Madalina Chakroun
Belfort,90
Summary
Dynamic professional with extensive experience at Teleperformance, excelling in crisis management and operations leadership. Proven track record of enhancing team performance, achieving 48 KPIs consistently, and fostering a collaborative environment. Adept at data analysis and problem-solving, driving continuous improvement initiatives that significantly reduced turnover and optimized customer satisfaction.
Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Assistant Contact Center Manager
Teleperformance
10.2021 - Current
- Managed a team of 15 Supervisors and trained and coached them on the management with their teams
- Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
- Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
- Executed Monthly Performance Plans with team managers to identify production gaps in order to become the 1st provider for our Client out of 6 providers for 2 years out of 5
- Reached target for 48 Client KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets for up to 250 agents on the project
- Implemented internal processes and standards in order to ensure Great Place to Work for increasing employee loyalty and reduce turnover and also for reaching Certifications required by the Clients worldwide
Quality Manager
Teleperformance
10.2020 - 09.2021
- Managed a team of 8 quality experts in order to support production team on 2 sites responsible for 16 quality KPIs
- Managed and archived quality documentation and participated in internal and external quality audits.
- Facilitated cross-functional team collaboration, ensuring seamless communication between departments regarding quality matters and between 2 sites
- Achieved high levels of customer satisfaction with proactive issue resolution strategies and consistent followup being within 2 years the 1st provider out of 6 that our Client used to work with
Operations Team Manager
Teleperformance
10.2019 - 04.2020
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Supervised operations staff and kept employees compliant with company policies and procedures while leading a team of 15 agents to Client's Headquarter
Assistant Call Center Manager
Teleperformance
06.2014 - 09.2019
- Reduced employee turnover by fostering a positive work environment and addressing staff concerns promptly for 350 agents working on a technical support project for video games
- Increased profit margins by effectively controlling budget and increasing productivity, up to reaching 13 points ahead of the given target for the profit margins
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Quality Assurance Analyst
Teleperformance
05.2012 - 05.2014
- Mentored and coached team members on QA topics and strategies.
- Acted as a liaison between the QA team and other departments such as Sales, Customer Support, and Product Management, while working from Client's Headquarters
- Ensured customer satisfaction by verifying that calls leading to a sell of a banking product in order to assure they met specifications and conditions before sending the contract to the clients.
Customer Service Representative
Teleperformance
10.2008 - 04.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
Bachelor of Applied Studies - Foreign Languages And Literatures
University of Bucharest
Bucharest, RomaniaSkills
- Crisis management
- Workforce management
- Teamwork and collaboration
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Organizational skills
- Customer service management
- Operations management
- Business leadership
- Continuous improvement
- Performance evaluation and monitoring
- Data analysis
Certification
Best Contact Center Manager- Call Center Awards- March 2015
Languages
English
Advanced (C1)
French
Bilingual or Proficient (C2)
Romanian
Bilingual or Proficient (C2)
Timeline
Assistant Contact Center Manager
Teleperformance
10.2021 - Current
Quality Manager
Teleperformance
10.2020 - 09.2021
Operations Team Manager
Teleperformance
10.2019 - 04.2020
Assistant Call Center Manager
Teleperformance
06.2014 - 09.2019
Quality Assurance Analyst
Teleperformance
05.2012 - 05.2014
Customer Service Representative
Teleperformance
10.2008 - 04.2012
Bachelor of Applied Studies - Foreign Languages And Literatures
University of Bucharest
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