Hakima Laarif
Pflugerville,TX
Summary
Customer Service Manager with expertise in leading high-performing teams in financial services and telecommunications. Enhanced team performance by 30% and maintained a customer satisfaction rate exceeding 95%. Committed to operational excellence and regulatory compliance, ensuring exceptional customer experiences.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Senior Financial Markets Supervisor
Concentrix
Rabat, Morocco
10.2018 - 10.2025
- Bourse Direct
- Led customer service teams for managed operations at Bourse Direct, ensuring service quality and adherence to financial services standards.
- Supervise daily operations and coordinate service activities to maintain 95%+ customer satisfaction
- Implement training programs that improved team performance by 30% and reduced response times
- Ensure compliance with KYC and AML regulations while managing account opening processes
- Collaborated with compliance, operations, and sales teams to enhance customer experience and streamline service processes.
- Analyze market trends and customer needs to identify business opportunities and service improvements
- Implement process improvements to streamline customer inquiry handling.
Technical Support Manager
Webhelp
08.2015 - 10.2018
- Led technical support teams to resolve telecommunications issues for SFR customers, enhancing customer satisfaction
- Implemented process improvements that reduced problem resolution time by 25%
- Conducted performance analysis and identified trends to enhance operational efficiency
- Delivered high-level technical support while mentoring team members on complex issues, fostering skill development
- SFR
Technical Support Specialist
Webhelp
08.2015 - 10.2018
- Diagnosed and resolved customer issues, enhancing overall service experience
- Provided technical assistance for telecommunications services (internet, phone, TV)
- Facilitated SFR telecommunications services, ensuring seamless connectivity for customers
- Maintained detailed records in ticketing systems, enabling informed customer recommendations
Education
Specialized Technician - Printing & Finishing
ISTA
Salé01-2009
Baccalauréat - Experimental Sciences
Sala Al Jadida01-2007
Skills
- KYC/AML procedures
- Regulatory compliance
- Financial services expertise
- Process improvement
- Data analysis and reporting
- Performance management
- Project coordination
- Account management
- Risk assessment
- Customer retention
- Service quality
- CRM systems proficiency
- Relationship management
- Leadership
- Team leadership
- Conflict management
- Quality assurance
Certification
- AMF (Autorité des Marchés Financiers) Certification
- Customer Service Excellence Certification
- Financial Services Compliance Training
Languages
- French, Native
- Arabic, Native
- English, Professional
Timeline
Senior Financial Markets Supervisor
Concentrix
10.2018 - 10.2025
Technical Support Manager
Webhelp
08.2015 - 10.2018
Technical Support Specialist
Webhelp
08.2015 - 10.2018
Specialized Technician - Printing & Finishing
ISTA