Freelancer profile translated to English.

Description

With over 8 years of experience in customer relationship management and a passion for delivering a better customer experience, I am convinced that I can make a significant contribution in my next assignments.

Throughout my professional career, I have had the honor of working with customer service teams in various contexts. This experience has allowed me to develop skills in relationship management, planning and coordination of customer service operations, as well as in resolving isolated and complex problems.

Furthermore, I have an excellent understanding of customer service tools, including Zendesk, Front, Zoho Desk, Help Scout, etc., which enables me to best manage processes and workflows.

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

MajelanX
Customer Service Manager
FILM AND AV
February 2022 - Today (4 years and 4 months)
Tanger
- Inbound: resolution of various subscriber issues and daily coordination with the technical department.
- Outbound: strategy and daily contact with active application users (churn, reactivation, feedback, and loyalty) to gather their input on new features while inviting them to share their reviews on the stores.
- KPI Analysis and Management: development of weekly and monthly reports and ad-hoc analysis using analytical tools.
- User Interviews: soliciting subscribers via video call to share their platform experiences with the product team.
Results (2022): NPS score of 35%, reduction in overall response time (-60%), and an increase in positive customer service-related store reviews.
Confluence Jira Front Helpscout Sendgrid
Lekiosk by Cafeyn
Customer Service Representative
E-COMMERCE
June 2018 - January 2022 (3 years and 7 months)
Tangier, Morocco
- Inbound: handling an average of 70 tickets per day.
- Outbound: contacting customers by phone who are experiencing major difficulties with the application.
Results (2019): increase in satisfaction rate (97%) and satisfactory overall response time (3 hours).
Aircall zendesk round robin confluence jira
Groupe Assu 200
Sales Representative
BANKING AND INSURANCE
February 2017 - June 2018 (1 year and 4 months)
Tangier, Morocco
- Sale of insurance contracts and file follow-up.
- Validation and issuance of insurance using documents provided by the client.
Results: validation rate of 90% & satisfaction rate of 87%.
fulfillment motivation