Safouan Abidi
Toronto,ON
Summary
Strategic and results-oriented Director of Operations with over nine years of experience optimizing operational processes and driving organizational success in technology-focused environments. Skilled at developing and implementing innovative solutions that enhance service delivery, reduce costs, and boost client satisfaction. Proven ability to lead cross-functional teams, including deployment, procurement, and customer success, and to build collaborative relationships across all levels. Adept at leveraging AI and data-driven insights to streamline workflows, automate processes, and create scalable systems for sustainable growth. Bilingual leader (English, French, Arabic) with a commitment to fostering a culture of operational excellence and continuous improvement.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Director of Operations
L Squared Digital Signage
03.2023 - Current
- Collaborate with leadership to align operations with strategic goals and foster a culture of innovation.
- Created and executed innovative strategies to drive efficiency, customer satisfaction, and revenue growth.
- Monitored budget and utilized operational resources.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Lead operations team overseeing deployments, procurement, and customer success to ensure alignment with organizational objectives.
Customer Success and Service Delivery Manager
L Squared Digital Signage
04.2020 - 03.2023
- Deployed AI-powered support agents, reducing operational support costs by 15%.
- Designed and implemented an automated renewal system, eliminating manual tasks and improving revenue consistency.
- Led implementation of ticketing systems and internal process automations to boost operational effectiveness.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Aggregated ticket data and utilized AI analysis to identify trends and recurring issues, leading to the development of knowledge bases that reduced ticket volume and improved customer self-service.
Cloud Engineer
L Squared Digital Signage
01.2018 - 03.2020
- Worked with teams of talented software engineers to define, build and maintain cloud infrastructure.
- Understood client needs and objectives by conducting proactive customer and data analysis.
- Partnered with infrastructure teams on evaluation and feasibility assessments of new systems and technologies.
- Provided technical leadership and delivered innovative products and services to address customer-specific requirements.
Network Administrator
ITS Telecom
01.2015 - 08.2016
- Identified and immediately resolved issues with network devices.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Implemented network security measures to minimize data loss.
- Managed computer operation scheduling, backup, storage and retrieval functions.
Education
Post Graduate - Cloud Computing And Big Data
Lambton Collage
Toronto, ON04-2019
Bachelor of Science - Computer Science
Tunis University
Tunis, Tunisia06-2015
Skills
- Leadership training
- Strategic planning and execution
- Process improvements
- Resource allocation
- Business management
- Process improvement
- Financial controls implementation
- Performance analysis
- Risk mitigation
Languages
English
Native or Bilingual
French
Native or Bilingual
Arabic
Native or Bilingual
Spanish
Elementary
Certification
Google Project Manager, Cisco CCNA Cloud
Timeline
Director of Operations
L Squared Digital Signage
03.2023 - Current
Customer Success and Service Delivery Manager
L Squared Digital Signage
04.2020 - 03.2023
Cloud Engineer
L Squared Digital Signage
01.2018 - 03.2020
Network Administrator
ITS Telecom
01.2015 - 08.2016
Post Graduate - Cloud Computing And Big Data
Lambton Collage
Bachelor of Science - Computer Science
Tunis University
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