Oussama El Hajli

Experienced bilingual (French & English) Team Leader with 7 years of experience in BPO, insurance,
and customer operations. Proven ability to drive performance, optimize processes, and ensure SLA
and KPI achievement through effective coaching and data-driven decision-making. Expert in CRM
and ERP systems (Salesforce, SAP, Zendesk) with strong analytical, communication, and
problem-solving skills. Adept at developing high-performing teams and fostering a collaborative,
quality-focused work environment.