Freelancer profile translated to English.

Description

Are you looking for an expert who can transform your customer support and back office into a smooth and seamless process? I offer professional and structured management of your emails, files, CRM, and claims, with a reactive, precise, and results-oriented approach.

My added value: combining operational efficiency and premium quality to improve customer experience and free up your time, while ensuring the rigor and reliability your business deserves. I handle one-off or recurring missions, tailored to your specific needs.

Languages

Arabic
Native or bilingual
French
Fluent
English
Conversational

Workplace preferences

Remote only

Primarily works remotely

CONCENTRIX (Deliveroo et ClubMed)
Customer Support & Back Office Specialist
July 2020 - Today (5 years and 11 months)
Marrakesh, Morocco
Supervised multi-channel management: chat, email, and incoming/outgoing calls, while maintaining a quality control level between 95% and 100%
Quickly resolved customer complaints and effectively followed up on complex cases
Conducted additional sales and collection actions, consistently achieving 200% productivity and doubling KPIs
Optimized internal processes for more efficient and consistently high-quality customer service
Zendesk Email Management Ticket Management SLA slack
JHON PAUL (Accor group)
Customer Relations Officer
June 2018 - October 2018 (4 months)
Marrakesh, Morocco
Handled incoming calls and emails
Resolved requests and complaints
Contributed to increasing customer satisfaction rate
After-sales service management Customer satisfaction Customer Experience Sales
PHONE GROUP (Cdiscount)
After-Sales Service & Claims Assistant
October 2016 - January 2017 (3 months)
Marrakesh, Morocco
Managed incoming calls
Follow-up and resolution of customer complaints
Ensured customer satisfaction
Customer service After-sales service (SAV) Customer satisfaction management CSAT NPS