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Djillali Baba-Ahmed

Consumer Insight Manager

Summary

After more than 11 years in the telecommunications industry, in which I occupied a Manager’s position for over 5 years, I have gained experience and various competencies in data analysis, customer experience management and RAN 2G/3G/4G networks performance analysis.

I’m enjoying the challenge of improving customer satisfaction CSAT and NPS with a further focus on churn reduction and increasing ROI through the VoC solutions and market research analysis for benchmarking purpose and brand positioning.

professional experience

Sep 2019Present

Consumer Insight Manager

Nielsen Qatar LLC
  • Market research management across 10 different markets in GCC, Asia, North Africa and Levant regions
  • Drive client satisfaction by providing insights and actionable recommendations
  • Multimarket researching and delivering high-quality reports on 
    Customer satisfaction, NPS, Brand health, Mystery calling, Mystery shopping, Media consumption, pain points studies etc.
May 2015Aug 2019

Customer Experience Performance Manager

Ooredoo Algeria
  • Oversee and monitor the implementation of customer experience projects in partnership with the different functional business owners
  • Measure the results, KPIs achievements after projects’ finalization, identify the pain points and recommend corrective actions in the VoC Committee
  • Responsible of the Voice of Customer (VoC) platform implementation and administration
  • Creation of functional CEx Dashboards & reports, and conduct performances analysis for each function/channel
  • Quarterly presentation of CSAT/NPS findings to the top management 
  • Yearly Planning of the key CEx improvement initiatives – KPIs and targets
Sep 2014Mar 2015

Senior Specialist Customer Experience Performance Management (secondment)

Ooredoo Algeria
  • Developing and implementation of a new Customer Experience Management approach strategy (KQI, QoS, QoE, CSAT, NPS, CES)
  • Implementation of CEx Dashboard (Network, Call Center, Sales, Price, Brand…)
  • Follow up and technical implementation management of VoC Platform
May 2012May 2015

Senior Specialist Network Performance Management

Ooredoo Algeria
  • Network Performance & Monitoring and Root cause analysis RAN2G/3G/4G
  • Development & Setup of a new quality of service (QoS) 
  • Ooredoo Group international Dashboard reporting (Weekly/Monthly/Quarterly)
Jun 2011Apr 2012

Network Performance Management Engineer

Ooredoo Algeria
  • Network Performance & Monitoring Root cause analysis RAN2G
  • Chairing the Network Quality Committee – Weekly follow up of Network Issues
  • Qtel international Dashboard (Weekly/Monthly/Quarterly)
Jan 2010Jun 2011

DATA Analyst Engineer

Ooredoo Algeria
  • BSS & NSS Network Monitoring and reporting (E///, NSN, Siemens)
  • Building the CTO & Technical Operation Dashboards
  • Building the statistical reports on Business Object
  • BO Users Administration
  • Chairing weekly meeting Committee with 04 Team leaders (BSS, NSS, Trans, NMC) to follow up the major's issues impacting the unavailability of Network nodes
Apr 2009Dec 2009

Pharmaceutical Sales Representative

S,dental
  • Sales and promotions of dental and medical products
  • Market research & analysis (  West & South regions – 12 Wilayas )
  • Statistics & Reporting 
Sep 2008Mar 2009

IP Network Engineer

IPATdz
  • Integration, Configuration and implementation of IP Network solution

Education

20022008

Computer Science Engineer

Djillali Liabes University, Computer Science Department, Algeria
19992002

Baccalaureate Diploma in Natural Sciences

El Haoues High School, Sidi Bel Abbès, Algeria

Projects & MARKET STUDIES

  • Brand health, CSAT & NPS tracker studies | Ooredoo Group - All Operators -----  2019-2021
  • Adhoc studies | Ooredoo Qatar  ------------------------------------------------------------------   2019-2021
  • Tracker studies | Ooredoo Oman -----------------------------------------------------------------  2019-2021
  • Adhoc & Tracker studies | Ooredoo Kuwait ---------------------------------------------------  2019-2021
  • Tracker studies | Asiacell Iraq ----------------------------------------------------------------------  2019-2021
  • 2G/3G/4G Network benchmark in Algeria | Ooredoo Algeria --------------------------- 2018-2019
  • Survey's Design and Implementation – VOC Responsetek | Ooredoo Algeria ---- 2015-2019
  • On-premise VOC Responsetek Platform Implementation | Ooredoo Algeria ----- 2014-2015
  • Sigos Roaming solution - IT Implementation management | Ooredoo Algeria  ---------- 2014
  • WNG Probing (QoE) solution-  IT Implementation management|  Ooredoo Algeria ---- 2014
  • RAN3G NSN Techpack integration on Ericsson OSS | Ooredoo Algeria  --------------------  2013
  • Flexy BSC NSN Techpack integration on Ericsson OSS | Ooredoo Algeria -----------------  2013
  • CTO Dashboard – QoS and KPIs Implementation | Ooredoo Algeria ------------------------- 2013
  • Qtel international Dashboard KPIs Implementation | Qtel Project ---------------------------- 2012
  • Ericsson Service Level Management - Web dashboard design | Ooredoo Algeria ------- 2012
  • Ericsson Service Level Management - KPIs Implementation | Ooredoo Algeria ---------- 2011
  • Cellvision MBOSS solution - KPIs Implementation | Ooredoo Algeria ------------------------ 2011
  • Business Objects Upgrade & Migration | Ooredoo Algeria  -------------------------------------- 2011
  • BO Xcelsuis installation | Ooredoo Algeria ------------------------------------------------------------  2010
  • E/// Acceptances tests & Implementation on Eniq Database | Ooredoo Algeria --------  2010

Hobbies

  • Photography, Social Networks, Tourism, Hiking, Basket-Ball, Design