Assil Bjaoui

Senior Operations & Quality Specialist with a Master’s in International Business Management and a proven track record in both Digital Operations and Supply Chain Logistics. Successfully scaled shipping volume by 170% (to 1,780 containers/ year) and negotiated 15% cost reductions at CHO Group. Expert in Quality Assurance, increasing CSAT to 95% and reducing variance by 10% for Google products. Skilled in Technical Implementation (Google Ads, GTM) and Vendor Management, using data-driven insights to optimize performance and efficiency.

Senior Operations Specialist

Cognizant

• Boosted Customer Satisfaction (CSAT) to 90% by coaching agents and

implementing targeted performance improvement plans.

• Conducted 80+ monthly QA audits (call, email, chat) to ensure strict adherence to

linguistic and operational compliance norms.

• Spearheaded onboarding for 4 new hires, delivering training on Soft Skills and

Customer Experience (CX) for rapid proficiency.

• Developed client-centric training materials based on Training Needs Analysis

(TNA), directly improving associate performance.

• Partnered with recruitment to conduct communication screenings, maintaining

high quality standards for incoming talent.

• Collaborated with stakeholders to provide data-driven reporting on coaching

effectiveness and agent progression.

Senior Quality Specialist

Cognizant

• Led calibration sessions with vendor QAs, successfully reducing scoring variance

from 15% to 5% to ensure uniform quality standards globally.

• Presented weekly data-driven reports to Google stakeholders, identifying error

trends and providing actionable insights on vendor performance.

• Conducted targeted quality audits for a dedicated team of 6 agents/specialists,

identifying gaps in knowledge and driving performance improvements.

• Managed Quality Operations for Google products, ensuring strict adherence to

SLAs and quarterly targets.

• Conducted independent DSAT reviews, analyzing customer feedback to identify

root causes of dissatisfaction and implement process fixes.

• Managed quality disputes and feedback objections, ensuring fair resolution and

maintaining operational integrity across the vendor network.

Tech Solutions Specialist

Cognizant

• Achieved a 90% successful implementation rate for web-based products (Google

Ads, Analytics, GTM, Merchant Center), ensuring accurate tracking setup for

advertisers.

• Maintained a 95% Customer Satisfaction (CSAT) score, consistently exceeding

quality scoring measures and client expectations.

• Resolved an average of 5 complex technical cases daily via phone, email, and chat,

acting as the primary liaison between advertisers and internal sales teams.

• Provided consultative support and training to clients on product usage,

minimizing recurring technical errors and driving product adoption.

• Managed end-to-end case handling, ensuring strict adherence to Service Level

Agreements (SLAs) and business requirements.

Logistic Manager

CHO Group

• Scaled logistics operations to support rapid business expansion, increasing

annual shipping volume from 650 to 1,780 containers (+173% growth).

• Negotiated strategic carrier contracts, securing a 15% rate reduction and

significantly lowering overall supply chain costs.

01/2025 – Present

Krakow,Poland

04/2024 – 12/2024

Krakow, Poland

05/2022 – 03/2024

Krakow , Poland

01/2019 – 03/2022

Sfax,Tunisia• Achieved a 90% operational success rate for delivery timeliness and accuracy by

optimizing routing and shipping techniques.

• Managed end-to-end supply chain logistics, overseeing warehousing,

transportation, and inventory control to prevent shortages.

• Coordinated planning and production monitoring, ensuring alignment between

manufacturing output and shipping schedules.

• Resolved complex logistical bottlenecks, maintaining high productivity levels

despite increased volume.

Freight Forwarding Sales Executive

North Africa shipping Agency

• Surpassed monthly revenue targets by 20% by developing a high-value customer

portfolio in sea and air freight (Import/ Export).

• Managed and grew a portfolio of 47 active clients, successfully onboarding 12 new

Key Accounts through strategic prospecting and relationship building.

• Consulted clients on optimal transportation solutions, balancing cost, speed, and

reliability to drive customer retention and business growth.

• Collaborated with global network partners (Dachser, CMA CGM, Maersk) to

coordinate complex international shipments and secure competitive slots.

• Monitored financial risks and budget objectives, ensuring all commercial offers

met profitability margins and strict payment terms.

• Presented weekly sales forecasts and activity reports, providing management

with visibility on pipeline health and revenue projections.

03/2017 – 12/2018

Sfax,Tunisia

Master international business management in Business Management

WSB Akademia

03/2022 – 03/2024

krakow, Poland

Diploma in Information technology specialized in E-commerce

Business School

09/2009 – 06/2012

Sfax, Tunisia

Bachelor's degree in Computer Science

15 November 1955

09/2005 – 06/2009

Sfax , Tunisia