Freelancer profile translated to English.
Back to original languageAbout Aida
Looking to optimize your business processes, strengthen customer satisfaction, or improve the profitability of your operations? You've come to the right place.
My goal is to offer you concrete and effective solutions to improve your performance and meet the specific challenges of your company.
With a solid background in project management, customer support, and operational needs analysis, I make it a point of honor to understand your challenges. I help you transform your internal processes, improve your customer retention, and generate sustainable growth.
What I offer:
- Tailored strategies to optimize your project management and customer follow-up.
- Needs analysis and implementation of effective solutions for managing your teams and processes.
- Personalized support to achieve your goals and maximize the impact of your actions.
- Creation of custom systems to help you manage your priorities and ensure measurable results.
If you want to work with a dynamic and committed consultant, ready to bring you concrete results, do not hesitate to contact me. Together, we will implement solutions that will propel your business to success.
French
Native or bilingual
Arabic
Native or bilingual
English
Conversational
Spanish
Basic
Remote only
Primarily works remotely
Experience
- Tool4staffingGrowth ManagerFebruary 2025 - Today (1 year and 4 months)Barcelone, SpainMy role is to identify growth levers, improve customer experience, and optimize commercial efficiency.-Definition and implementation of scalable customer journeys.-Analysis of customer usage data and implementation of targeted actions to increase adoption and reduce churn.-Optimization of email strategy (segmentation, content, timing) for activation and loyalty.-Close collaboration with CSM, Support, Product, and Marketing departments to align growth objectives.-Management of cross-functional projects focused on user experience and continuous improvement.
- Tool4staffingCustomer Support Team LeadJanuary 2024 - Today (2 years and 5 months)As Team Lead, I managed customer support activities. My role involved structuring the team, optimizing internal processes, and ensuring a high level of satisfaction while collaborating closely with the product and tech departments.-Implementation and management of support KPIs (SLA, NPS, volume, prioritization).-Creation of procedures and documentation to improve team quality and autonomy.-Liaison with product & dev teams to relay customer pain points and prioritize developments.-Training and support of new employees.-Contribution to cross-functional projects for internal structuring and continuous improvement.
- Tool4staffingCustomer Success Manager (CSM)October 2024 - February 2025 (4 months)Responsible for a B2B client portfolio (recruitment/ESN sector), I supported our clients in the strategic adoption of our tool. I acted as a key point of contact, managing satisfaction, structuring deployments, and identifying levers for loyalty and growth.-Management of a mid-market and enterprise account portfolio (43 clients).-Definition of tailor-made action plans based on client needs.-Facilitation of steering committees and monitoring of usage and satisfaction KPIs.-Proactive identification of warning signs and implementation of retention actions.-Cross-functional work with product, support, and development teams to improve customer experience.-Contribution to the formalization of internal processes and the onboarding of new CSMs.
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Education
- Master's degreeESIC Business & Marketing School2022Master's degree