Freelancer profile translated to English.
Back to original languageAbout Jalele
🚀 Customer Relations, User Experience, and Operations Management Expert | 20+ years of expertise
🔹 Specialist in omnichannel customer relations and digital transformation, I help companies optimize their operations, structure their teams, and improve customer experience. With 20 years of experience in fintech, insurance, telecommunications, and e-commerce sectors, I have managed strategic projects and led teams of up to 200 employees in over 135 countries.
🔹 Insurance Broker and Expert: I have signed over 35 strategic partnerships with wholesale brokers, insurers, and banks for the commercial development of insurance and financial services offers.
🔹 Certifications and Expertise: Winner of the Customer Service of the Year 2017 award, I am recognized for my approach focused on customer satisfaction, profitability, and process optimization. My expertise covers call center management, customer journey digitalization, strategic KPI monitoring, and continuous service improvement.
🎯 My Services
✔ Audit and optimization of operations & customer relations
✔ Structuring and management of support & customer service teams
✔ Business development & strategic partnerships
✔ Digitalization of customer journeys & omnichannel transformation
✔ Brokerage & insurance consulting (management, development, compliance)
📍 Availability & Rates
💼 Available for freelance or consulting missions
📍 Based in Paris – Travel possible in France and internationally
💰 Daily Rate: €800 (negotiable based on duration and mission)
📩 Interested? Let's chat to see how I can assist you!
French
Native or bilingual
English
Fluent
Arabic
Native or bilingual
Can work on-site
Paris (up to 50km)
Experience
- Leafin SASDirector of Customer Experience - Loan and Insurance BrokerageBANKING AND INSURANCEJanuary 2020 - Today (6 years and 4 months)Malakoff, FranceExpert in Customer Relations, Insurance & Operational Strategy✅ Direction and LeadershipManagement of multidisciplinary teams (employees, freelancers, apprentices, contractors).Strategic and operational management with a growth and profitability-oriented vision.✅ Customer Experience & Satisfaction100% satisfied customers (Trustpilot & Google Reviews).Over 1,000 clients in less than 4 years thanks to a service quality-centered approach.✅ Strategy and Business DevelopmentCreation and structuring of the Leafin SAS agency (market research, branding, ORIAS).Signature of 35+ strategic partnerships with wholesale brokers and banks.Development of innovative offers: Financial Coaching, Loan & Insurance Brokerage, Crowdfunding.✅ Operational Optimization & DigitalizationDeployment of customer service via Zendesk and Hubspot sales CRM.Management of the digital project: creation of the website, marketing tools, and materials.Management and animation of social networks (LinkedIn, Facebook, Twitter, Instagram, YouTube).✅ Insurance & Financing ExpertiseCertifications: IFP, IAS NV1, IOBSP NV1.In-depth knowledge of the loan and insurance market, adaptation to regulatory changes.
- CNASDeputy Director of Operations, Digitalization & Operations DivisionPUBLIC SECTORAugust 2019 - January 2020 (6 months)Guyancourt, FranceSupervise and coordinate production activities (beneficiary relations center), ensuring deadlines are met and quality standards are maintained.Assist the operations director in planning and implementing strategies to improve efficiency and profitability.Work with other management members to develop development plans and budgets.Identify potential areas for improvement in the company's processes and systems and propose solutions to enhance them.Participate in the hiring, training, and management of personnel within our scope of intervention.Perform data analysis to evaluate performance and recommend corrective actions if necessary.Ensure worker safety by applying current regulations and safety policies.Collaborate with suppliers and customers to improve the quality of our services.Manage relationships with different company departments to ensure effective communication and collaboration.Make operational decisions in the absence of the operations director.
- Free2moveCustomer Relations ConsultantAUTOMOBILEApril 2019 - July 2019 (4 months)Paris, FranceManaged outsourced customer relations center (Tunisia)• Development and implementation of Customer Service procedures,• Ensuring customer satisfaction through quality service,• Activity monitoring with accurate qualitative and quantitative forecasts and performance indicators,• Identification and implementation of strategies to improve service quality, productivity, and profitability,• Defining tool evolutions and managing various projects by balancing business and quality priorities,• Mastery of procedure evolutions impacting Customer Service (invoicing, debt collection…),• Liaising with company management to support and implement growth strategies,• Managing, evaluating, and overseeing the performance of internal Customer Service teams.
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Education
- Master 1 in Law, Economics, Management, with mentions in Commerce and Marketing, specializing in Sales and DistributionCNAM2012
- RCNP Level II Title: Commercial & Marketing ManagerCNAM2012
Certifications
- IOBSP NV1 - Intermediary in banking operations and payment servicesKéreis Formation2020
- IAS NV1 - Intermediary in Insurance and ReinsuranceKéreis Formation2020