Freelancer profile translated to English.
Back to original languageAbout Kenza
Are you looking for a customer support, Customer Success, and administrative management consultant to strengthen your customer relationships and streamline your operations?
I assist companies, particularly in SaaS/ERP environments, with customer support management, user onboarding, and administrative follow-up to improve customer satisfaction and reduce processing times.
My expertise allows me to help you structure your support, prioritize requests, ensure rigorous customer follow-up, and act as a liaison between technical, sales, and operational teams. I bring an organized, solution-oriented approach focused on user experience.
My added value lies in my dual expertise in customer support/administrative organization, my ability to quickly understand your tools and processes, and my excellent communication skills in French, both written and spoken.
Arabic
Native or bilingual
French
Native or bilingual
Remote only
Primarily works remotely
Experience
- FOLIATECH FRANCE,Support & Customer Success ManagerJuly 2021 - Today (5 years)• • Supervision and management of the support team: recruitment, ongoing training, and performance evaluation.• • Training agents to master the functionalities of internal applications to ensure reliable and efficient technical support.• • Customer support: onboarding, training, personalized follow-up, and optimization of solution usage.• • Analysis of tool usage, process optimization, and continuous improvement of the customer experience.• • Technical and functional support for software, with adjustments tailored to specific client needs.• • Inter-departmental coordination (technical, quality, product) for rapid incident resolution and integration of new features.• • Analysis of support performance and implementation of corrective indicators to improve customer satisfaction.
- ARTACUS,Customer Relations Officer – Windshield ServiceFebruary 2021 - June 2021 (4 months)• • Telephone reception and handling of customer requests (repairs, replacements, quotes).• • Identification of needs and proposal of adapted solutions according to the type of intervention (chip repair, full replacement, insurance).• • Appointment scheduling and coordination with technicians and service centers.• • Management of insurance files: declaration, submission of supporting documents, follow-up of approvals, and coverage.• • Complete administrative follow-up of the client's file until the service is finalized.• • Customer loyalty and advice to ensure a quality customer experience.• • Complaint management and proactive problem-solving to ensure customer satisfaction.
- YAKY EVENT,Sales and Training ManagerAugust 2019 - July 2020 (11 months)• • Prospecting and selling training programs for dental professionals.• • Advising and assisting clients in selecting training courses tailored to their needs.• • Complete organization of training sessions: scheduling, coordination with trainers, and registration management.• • Event logistics setup: room preparation, coffee break management, lunches, and participant reception.• • Sales follow-up and customer loyalty to ensure a high participation rate.• • Administrative management: quotes, invoicing, performance indicator reporting.
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Education
- Professional Master in Strategy and Management of Hotel OperationsInstitut Supérieur International de Tourisme2019Master Professionnel en Stratégie et Management des Opérations Hôtelières
- Bachelor's Degree in Operational Hotel ManagementInstitut Supérieur International de Tourisme2016Licence en Management Opérationnel de L'hôtellerie