About Bilal
English
Native or bilingual
French
Native or bilingual
Experience
- Kaizo-KuSelf-EmployedAugust 2024 - Today (1 year and 10 months)Janzé, FranceEnd-to-end customer experience management: pre-sales, purchase journey, post-purchase, loyalty, and complaint handlingImplementation and optimization of e-commerce funnels (TikTok → Shopify → conversion → retention)Creation and management of organic & paid content strategies (TikTok Ads, UGC, brand storytelling)Analysis and optimization of marketing & CS KPIs: conversion rate, AOV, retention, LTV, CACBuilding an engaged community (social media, Discord, email) and activating customer feedback to improve productsWriting conversion-oriented product pages (copywriting, SEO, social proof)Multichannel customer support management (DM, email, comments), with a focus on satisfaction & retentionContinuous A/B testing on creatives, hooks, messages, and offersLaunching limited edition drops with management of urgency, stock, and customer expectationsPremium positioning and branding focused on perceived value & trustConcrete results:Several organic sell-out dropsAcquisition primarily through TikTok (organic + Ads)Engaged community and high customer repeat purchase rateIndependent brand developed without an agency or external marketing team
- MarketstarChat SpecialistFebruary 2020 - July 2024 (4 years and 5 months)Dublin, IrelandTechnical & Commercial B2B• • Managed the French-speaking market: 50 chats/day multitasking• • Revenue target: €20,000/month (average order value €450) — targets consistently met• • Response time < 10 sec• • Monthly customer satisfaction > 90/100• • Agent Quality Score > 90/100• • Teamwork: creation & transfer of qualified leads for the French sales team• • Chat sales techniques: SPIN Selling, DISC, diagnostics & quick closing• • Skills: multitasking, technical problem-solving, clear communication, professional client management• • Promoted to Senior position due to consistent performance• • Training and onboarding of new agents• • Facilitating meetings, individual coaching, and quality monitoring• • Point of contact for internal processes & continuous team improvement
- National PenAccount ManagerOctober 2018 - January 2020 (1 year and 3 months)Dundalk, Co. Louth, Ireland• • 100 calls/day on inactive customer base• • Sales of promotional products (pens, personalized goodies)• • Weekly targets: from €550 to €5,500 — objectives regularly achieved• • Phone sales techniques, follow-up, needs qualification• • Managed a portfolio of 1,200 clients (A–D)• • 50 calls + 20 emails/day for follow-up, reactivation, orders, loyalty• • Sales objectives: €750 to €7,500 per week• • Strategic customer base management, segmentation, prioritization• • Relationship development & increased repeat purchases
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Education
- BTS Customer Relations NegotiationLycée Victor et Hélène Basch2015BTS Négociation relation Client