Hedi Ksantini

• Directed end-to-end service delivery for managed IT services (infrastructure, helpdesk, technical support) and custom software solutions (AI-based archive assistant, SIM gate platforms, enterprise communicator tools), ensuring 99% SLA compliance for the holding companies .
• Implemented Agile Scrum frameworks to synchronize cross-functional teams ( IT system managers, coders , Technical support ) with client priorities, reducing project delivery timelines by 25% and aligning sprint cycles with client milestones.
• Inspiring, guiding, and coordinating cross-functional teams to achieve service excellence
• Acting as the primary point of contact, conducting regular meetings to review service performance, managing requests and complaints, and proactively identifying threats to agreed service levels.
• Automated SLA monitoring using Jira Service Management and Power BI dashboards, enabling real-time performance tracking and reducing breach risks by 40%.
• Conducted ROI analysis and TCO modeling for AI-driven solutions (e.g., archive assistant) .
• Designed pricing strategies for managed services, incorporating resource allocation (FTEs), infrastructure costs, and license fees .
• Led project budgeting for custom software builds, utilizing Microsoft Project to forecast costs (development, testing, deployment) and track variances, ensuring 95% adherence to 500K–2M project budgets.
• Nurtured C-suite relationships through quarterly technology roadmap reviews, aligning Wealthcoders’ AI tools with clients’ digital transformation goals.
• Resolved escalated technical disputes (e.g., SIM gate API integration errors) via root-cause analysis .
• Developed client-specific KPIs for internal communicator tool adoption, achieving 90% user engagement across 15 enterprises through tailored training programs.

• Led customer success operations for a 120-member cross-functional technical team across Ivory Coast, Burkina Faso, and Niger, ensuring seamless IT support delivery for 50+ enterprise clients in banking, telecom, logistics, and insurance sectors.
• Deployed ITIL v4-aligned workflows for incident management, integrating ODOO and GLPI for centralized reporting and reducing resolution time for 1,200+ monthly tickets by 50%.
• Change Leadership: Collaborated with project managers to develop and execute technology adoption strategies for ERP upgrades and IoT deployments, ensuring minimal downtime during transitions (e.g., zero critical outages during Odoo migration).
• Research & Best Practices: Analyzed emerging trends in IT service management (ITSM), proposing AI-driven chatbot integration for help desks
• Stakeholder Alignment: Facilitated biweekly stakeholder workshops to align SLAs with client expectations, revising 20+ support contracts to clarify deliverables and accountability metrics.
• Project Support: Coordinated schedules and deliverables for 15+ technical projects (e.g., cybersecurity audits, IoT rollouts), ensuring 100% on-time completion through Agile sprint planning and risk mitigation frameworks.
• Documentation & Training: Developed user manuals, training videos, and SLA compliance guides for clients and internal teams, improving adoption rates for new tools by 40%.
• Managed $1.2M project budgets for hardware procurement (laptops, printers) and tool licenses, reducing costs by 18% through vendor negotiations and bulk purchasing.
• Streamlined administrative workflows by digitizing project files and implementing ODOO for task automation, cutting administrative overhead by 25%.
• Drove $900K+ upsell revenue by proposing tailored solutions (e.g., predictive maintenance ).

• Led the comprehensive restructuring of the Operations Department, optimizing the functionalities of Africa Connect's tracking solutions, and redefining the company’s business model to introduce value-added IoT services.
• Established a centralized service center, streamlining customer request management by integrating ITIL V3/V4 standards, significantly improving service responsiveness and quality.
• Enhanced direct customer services through implementation and monitoring of strategic KPIs, such as churn rate, repurchase rates, and customer lifetime value (CLV), leading to informed, data-driven business decisions.
• Led digitalization initiatives, ensuring seamless integration and interoperability between core business systems—ERP, ticket management, and tracking platforms—by defining precise business processes and detailed functional specifications for internal teams and external service providers.
• Drove effective organizational change by training, supporting, and empowering users through predefined decision-making scripts and analytical tools, including flow analysis and customizable operational reports.
• Developed and executed product strategies grounded in extensive user-experience feedback, driving personalized service offerings and enhancing overall customer satisfaction.
• Conducted thorough analysis of organizational needs across human, financial, logistical, technological, and technical domains, ensuring optimal allocation of resources to support sustainable business growth.

• Collaborated with the Project Director to implement a B2B marketplace for Tunisia’s FMCG sector, managing cross-functional stakeholders (manufacturers, wholesalers, retailers, PSPs) and ensuring alignment across 15+ vendor partnerships.
• Developed Agile project schedules using MS Project, reducing timeline deviations by 25% through iterative sprint planning and risk mitigation frameworks.
• Monitored $1.2M project budget, optimizing resource allocation and reducing overhead costs by 18% through vendor renegotiation's and Lean Six Sigma waste reduction techniques.
• Partnered with IT teams to define product roadmaps, translating business requirements into technical specifications for e-wallet integration, e-scoring algorithms, and merchant onboarding workflows.
• Conducted root cause analysis (RCA) to resolve system bottlenecks, improving platform uptime to 99.8% during MVP testing.
• Designed customer journey maps and value propositions, enhancing user engagement by 40% post-launch through A/B testing and feedback loops.
• Led Business Process Modeling (BPM) sessions to streamline merchant acquisition workflows, reducing onboarding time from 14 days to 72 hours.
• Developed pricing and commission structures using cost-volume-profit (CVP) analysis, ensuring 22% gross margins for SaaS-based transaction fees.
• Built dynamic financial models to forecast marketplace revenue streams, achieving 95% accuracy in Year 1 projections by integrating real-time sales data via Microsoft Dynamics.
• Redesigned cost structures for IT infrastructure (AWS cloud hosting, API integrations), reducing operational expenses by 30% through scalable resource allocation.
• Trained sales teams on product vision and value propositions, conducting 50+ client demonstrations that secured 500+ merchant sign-ups within 6 months.
• Authored technical documentation for PSPs and telecom partners, ensuring seamless interoperability with banking APIs and compliance with PCI-DSS standards.
• Analyzed post-launch user feedback to prioritize feature enhancements, driving a 35% increase in user retention through iterative UI/UX improvements.

• Monitored 1,500+ POS terminals and automated machines , analyzing daily transaction flows (15,000+ transactions/month) to detect anomalies and optimize network performance.
• Forecasted liquidity requirements , ensuring 99% coverage of user balances and minimizing cash reserve costs by 18%.
• Partnered with IT teams to gather user requirements from merchants and end-users, implementing UX improvements (e.g., one-tap USSD menus) that boosted transaction success rates by 35%.
• Designed business process models (BPMN) for automated payment machine workflows, reducing user error rates by 50% through intuitive UI/UX redesign.
• Spearheaded A/B testing for new features (e.g., QR-code payments), achieving a 20% adoption rate within 3 months of launch.
• Managed $2M+ monthly cash flow across PSP partnerships, optimizing working capital using ABC analysis and dynamic liquidity forecasting tools.
• Automated financial reporting via the ERP ( in house ), translating raw transaction data into compliant ledgers for senior accountants .
• Collaborating with IT team to develop machine learning models (Python) to detect fraudulent transactions (e.g., duplicate balance refills), reducing fraud losses by $150K annually.
• Negotiated commission structures with 10+ telco wholesalers and PSPs, securing cost reductions of 12-15% through volume-based pricing strategies.
• Collaborated with sales teams to onboard 800+ merchants through targeted demo campaigns, emphasizing POS interoperability and real-time settlement features.
• Benchmarked pricing against competitors introducing tiered transaction fees that increased revenue per terminal .

· Greets customers, identifies their needs,and guides them through the car-buying journey

· Showcase vehicles, explain features and financing options, and negotiate deals to help customers find the perfect car

· Provide excellent customer service and drive sales for the dealership