Freelancer profile translated to English.
Back to original languageAbout Dhikra
Organized, autonomous, and proactive professional, specializing in Customer Care and Operations. I combine excellent customer relations with efficient mission management and internal tool optimization. With experience in team coordination and KPI monitoring, I am capable of ensuring customer satisfaction while improving operational performance.
French
Native or bilingual
English
Fluent
Arabic
Native or bilingual
Can work on-site
Paris (up to 50km)
Experience
- ExtracadabraCustomer Care & OPSTECHSeptember 2023 - Today (2 years and 9 months)Paris, FranceManage customer requests via email and phone with responsiveness and professionalism.Handle and resolve complaints, escalating when necessary.Implement the chatbot and ensure its updates.Coordinate event missions: planning, booking follow-up, and service provider management.Analyze operational KPIs to evaluate mission performance, identify areas for improvement, and propose optimizations.Configure and optimize internal tools (Front, Planhat, Salesforce).Develop guides and support materials for clients/service providers to enhance user experience, including setting up the FAQ.
- ExtracadabraProject Manager Roland Garros OperationsTECHApril 2023 - June 2023 (3 months)Paris, FranceManage customer requests via email and phone with responsiveness and professionalism.Handle and resolve complaints, escalating when necessary.Implement the chatbot and ensure its updates.Coordinate event missions: planning, booking follow-up, and service provider management.Analyze operational KPIs to evaluate mission performance, identify areas for improvement, and propose optimizations.Configure and optimize internal tools (Front, Planhat, Salesforce).Develop guides and support materials for clients/service providers to enhance user experience, including setting up the FAQ.
- Le beau rivage bleuEvent Project ManagerHOSPITALITYSeptember 2022 - January 2023 (4 months)Paris, France
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Education
- Master 2 in E-Tourism and Project ManagementUniversity of Avignon2022