Freelancer profile translated to English.

Description

Operational management consultant, I support teams and managers in process optimization, performance monitoring, and continuous improvement. With over 5 years of experience in logistics, supply chain, and customer service, I have managed operational projects, opened and structured sites, and contributed to team skill development. My approach combines pragmatism and measurable results to improve productivity, customer satisfaction, and employee autonomy.

Languages

French
Native or bilingual
English
Fluent
Arabic
Native or bilingual

Workplace preferences

Can work on-site

Sens (up to 50km)

Careem
Management and Recruitment Consultant
LOGISTICS AND SUPPLY CHAIN
March 2024 - June 2025 (1 year and 3 months)
Dubaï, United Arab Emirates
Supporting managers in the integration and performance monitoring of new hires.
Process optimization and team productivity improvement.
Facilitating workshops to develop managerial skills.
Monitoring KPIs and implementing continuous improvement actions.
Pilotage de la performance & suivi des indicateurs (KPIs) Optimisation des processus & amélioration continue Conseil en recrutement Optimisation des processus Développement des compétences
FRICHTI
Internal Consultant – Management, Performance & Operational Transformation
AGRICULTURE
May 2022 - January 2024 (1 year and 8 months)
Paris, France
Supervising 20 employees in customer service and logistics.
Process and operations optimization.
Monitoring KPIs to improve productivity and customer satisfaction.
Key figures:
Reduction of missed calls to <5%.
First response time improved to <30 sec via chat / 24h via email.
Customer satisfaction score >4.8/5.
On-time delivery rates: slot (1h/2h) or express <20 min.
Expérience client & excellence opérationnelle Optimisation des processus & amélioration continue
FRICHTI
Team Leader – Customer Service Performance & Continuous Improvement
AGRICULTURE
October 2021 - May 2022 (7 months)
Paris, France
Training new agents (permanent, fixed-term, temporary).
Performance monitoring and customer service process optimization.
Managing over 300 requests per service (chats/calls/email).
Daily reporting
Leadership Development Pilotage de la performance & suivi des indicateurs (KPIs) Optimisation des processus Gestion de la relation client (CRM)