Mustapha Serghine
Warszawa
Summary
A performing professional with several years of experience delivering successful improvements for business operations, profitability and team development. Resourceful project manager and compliance specialist to thrive in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Manage Services Operations Manager
Diebold Nixdorf
Warsaw
02.2023 - Current
- Created effective business plans to focus strategic decisions on long-term objectives.
- Built strong operational teams to meet process and production demands ( Leading directly +150 employees as an EMEA West/Nordics/North Africa Regional Manager)
- Directed operations staff by providing guidance, training, and support to meet company objectives.
- Aided senior leadership during executive decision-making by generating daily reports, and recommending corrective actions, and improvements.
- Implemented successful business strategies to increase revenue and target new markets.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Implemented campaigns and promotions to help with developing goods and services.
- Measured and reviewed performance via KPIs and metrics.
- Implemented policies, and standard operating procedures, and managed quality,and customer service.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Performed cost analysis for various projects to determine budget requirements.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
Senior Team Manager
Diebold Nixdorf
Warsaw
10.2021 - 02.2023
- Manage new IT project implementations from an operational perspective.
- Coordinated with other departments to ensure seamless project integration and timely completion of objectives.
- Providing guidance to direct reports, typically comprising first-line managers and supervisors
- Ensuring clarity around priorities and goals for the entire functional area
- Managing overall financial budgeting
- Approving hiring and firing requests within her group
- Guiding the talent identification and development processes for a group or function
- Working across functions with peers in other groups to ensure collaboration for shared goals
- Interacting with senior management for reporting
- Working with senior management and other peers for strategy development and execution planning
- Communicating financial and goal results and key performance indicators to direct reports
- Facilitating goal-level creation for the broader function and working with managers to ensure the goals cascade to all workers
Project Team Manager
Diebold Nixdorf
Warsaw
03.2020 - 09.2021
- Company Overview: www.crossuniv.com
- Projects implementation
- Providing guidance to direct reports, typically comprising first-line managers and supervisors
- Ensuring clarity around priorities and goals for the entire functional area
- Managing overall financial budgeting
- Approving hiring and firing requests within her group
- Guiding the talent identification and development processes for a group or function
- Working across functions with peers in other groups to ensure collaboration for shared goals
- Interacting with senior management for reporting
- Working with senior management and other peers for strategy development and execution planning
- Communicating financial and goal results and key performance indicators to direct reports
- Facilitating goal-level creation for the broader function and working with managers to ensure the goals cascade to all workers
- Www.crossuniv.com
Team Supervisor
Diebold Nixdorf
Warsaw
09.2019 - 02.2020
- Company Overview: www.crossuniv.com
- Ensuring effective day-to-day service delivery by the assigned team
- Quality Assurance, including agent monitoring, call listening, ticket quality review, driving service improvement plans, etc
- Creating and amending work schedules for the team, making sure that Polish Labor Law and company internal regulations are followed
- Executing team holiday plans
- Providing clear day-to-day work instructions/tasks assigned to the team
- In case of inappropriate employee behavior, immediately initiate suitable disciplinary actions (in coordination with Team Leader and HR dept)
- Participating in recruitment processes
- Timely Communicate to the team any corporate policies, rules, processes, or organizational changes
- Motivating assigned employees to achieve the delivery targets
- Supporting the team with line traffic during peak times
- Conducting project-specific training for new employees
- Www.crossuniv.com
IT support specialist (2nd Level)
Diebold Nixdorf
Warsaw
07.2018 - 09.2019
- Company Overview: www.crossuniv.com
- Technical analysis of Incidents and Service Requests within the ticket system
- Supporting the engineers in the field (Engineer Helpdesk)
- Analysis of specific incidents and service requests including check of ticket history
- Usage of corporate knowledge base, log files and journal data to analyze reason for failure and guide customer to perform dedicated activities to solve incidents and if applicable by usage of remote access to customer environment
- If not successful provide correct spare part proposal for the onsite visit to Field Service provider including all necessary information
- Provide input for problem management in case of recurring failures
- Support of dispatchers, First Level Agents and provision of EHD (Engineer Help Desk)
- Www.crossuniv.com
Project Trainer and Knowledge Owner
Diebold Nixdorf
10.2016 - 06.2018
- Company Overview: www.crossuniv.com
- Planning and organizing effective training delivery
- Ensuring excellent quality of training provided
- Monitoring the current status of training delivery
- Contribute to development of effective induction program
- Producing training materials
- Measure the training effectiveness / pass rate etc
- Www.crossuniv.com
IT Consultant
Wincor Nixdorf
04.2015 - 09.2016
- Call acceptance, registration and distribution
- Technical analysis of Incidents and Service Requests within the ticket system
- Remote technical support for customers
- Guide customer to solve incidents and service requests
- Usage of corporate Knowledge base
- Email correspondence with customers
- Providing information to customers
- Provide briefing information to appropriate third party providers
- Control and debriefing of tickets in customer service systems
- Creation of service reports
- Cooperation with field service engineers
- Support and cooperation with other service desks
- Other tasks assigned by a supervisor
Sales Consultant
CCPRO
09.2014 - 01.2015
- Full-time job as Sales agent in call center, I was responsible for the sales and the service after sales including dealing with invoices
Education
Bachelor of Engineering - BE - Information Technology
Polish-Japanese Academy of Information Technology
06.2019
Master 2 (M2) - International relations
Akademia Finansów i Biznesu Vistula
01.2016
Bachelor's degree - International relations
Université d'Alger
01.2013
Skills
- Incidents management
- Performance monitoring
- Performance reporting
- Business strategy development
- Organizational management
- Troubleshooting and problem solving
- Budget development and management
- Cost control
- Business and operations management
- Process improvements
- Risk management
- KPI tracking
- MS office
- Financial forecasting
- Operations management
- Crisis management
- Stakeholder relations
- Problem-solving
- Workflow optimization
- Negotiations expert
- Contract review and recommendations
Certification
- CCNA certificate, Training accomplishment - Final Certificate preparation
- Agent Lifecycle Train the Trainer Workshop
- Change Killers Certificate, (Zabojcy Zmiany)
- HR Payroll fundamentals
- BPI 101, (Lean six sigma fundamentals)
Languages
French
First Language
English
Proficient (C2)
C2
Arabic
Proficient (C2)
C2
Polish
Elementary (A2)
A2
Accomplishments
- Support Efficiency Improvement.
- Managed and implemented IT projects reducing operational downtime by 40%
- Successfully training and development of + 100 new employees during 2022/2023/2024.
- Achieved a 15% budget reduction for functional area in fiscal year 2024
Timeline
Manage Services Operations Manager
Diebold Nixdorf
02.2023 - Current
Senior Team Manager
Diebold Nixdorf
10.2021 - 02.2023
Project Team Manager
Diebold Nixdorf
03.2020 - 09.2021
Team Supervisor
Diebold Nixdorf
09.2019 - 02.2020
IT support specialist (2nd Level)
Diebold Nixdorf
07.2018 - 09.2019
Project Trainer and Knowledge Owner
Diebold Nixdorf
10.2016 - 06.2018
IT Consultant
Wincor Nixdorf
04.2015 - 09.2016
Sales Consultant
CCPRO
09.2014 - 01.2015
Bachelor of Engineering - BE - Information Technology
Polish-Japanese Academy of Information Technology
Master 2 (M2) - International relations
Akademia Finansów i Biznesu Vistula
Bachelor's degree - International relations
Université d'Alger
Similar Profiles
MANISH MOLUGURUMANISH MOLUGURU
Senior Software Engineer at Diebold NixdorfSenior Software Engineer at Diebold Nixdorf
Adam GriffinAdam Griffin
Field Service Technician at Diebold NixdorfField Service Technician at Diebold Nixdorf
Brian SindledeckerBrian Sindledecker
Sr. Field Service Technician at Diebold NixdorfSr. Field Service Technician at Diebold Nixdorf