Soumaya Hammami has over 16 years of experience in the customer service and process management sectors, currently serving at Transcom since June 2010 in various roles including Field Service Manager, Operational Excellence Manager, Process Manager, and Process Analyst. Key responsibilities include facilitating process workflow modeling, analyzing key performance indicators such as Recontact Rate and First Contact Resolution, and proposing action plans based on data analysis. Additionally, Soumaya has held positions such as Team Leader and Lead Quality for eBanking Operations, focusing on enhancing team members' product knowledge and quality. Soumaya began the career as a Customer Service Representative at Teleperformance Tunisie from July 2007 to May 2009, after obtaining a Maitrise in Etudes Supérieures Commerciales from ESC Tunis in 2011.
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