Freelancer profile translated to English.
Back to original languageAbout Mohammed
Customer Experience & Service Consultant, I help companies optimize their operational performance and transform their customer journeys.
With several years of experience in digital transformation consulting and customer relationship management, I address high-stakes issues: structuring customer services, improving satisfaction, optimizing processes, optimizing profit margins and financial profitability, and implementing management systems.
I have had the opportunity to manage strategic programs (PMO), conduct operational and data audits, and coordinate business and IT teams in complex transformation contexts. These experiences have allowed me to develop a transversal vision, combining business, operational, and technological challenges.
Results-oriented, I favor pragmatic approaches that are directly actionable and adapted to real-world conditions. I am available for consulting, management, or operational support missions.
French
Native or bilingual
English
Fluent
Arabic
Native or bilingual
Spanish
Basic
Can work on-site
Paris (up to 50km)
Experience
- ConcentrixAccount ManagerJune 2024 - May 2026 (1 year and 11 months)Paris, France
- Management of a key account portfolio (~€15M annual revenue) in the energy sector
- Management and optimization of large-scale B2B customer relations and sales operations
- P&L responsibility: monitoring financial performance, cost optimization, and profitability improvement
- Strategic consulting for the client on process optimization, operational performance, and business transformation: deployment of technological and AI solutions (automation, performance tools, etc.)
- Business development: upselling & cross-selling of solutions (CX, tech, AI), contributing to account growth, managing tender responses, and participating in commercial negotiations
- Managing customer relations at a strategic level (steering committees, KPI monitoring, recommendations)
- Capgemini InventStrategy and Management ConsultantJune 2021 - December 2023 (2 years and 6 months)Paris, FranceManagement of transformation and operational performance projects for public and private sector clients, and coordination of complex missions in a multi-stakeholder environment (business, IT, management)
Main missions:
* Major consulting group – Overhaul of the compliance policy
PMO management of a strategic compliance programStructuring governance, milestone tracking, and project team coordination* International logistics group – Master Data Management Program
Implementation of transitional data governance in an IT transformation contextCoordination of business and IT stakeholders to ensure data quality and continuity* French tax administration – Data Quality Project
Conducting a data quality audit and identifying areas for improvementAnalysis of "data fatigue" issues and formulation of operational recommendations* Public agency for energy renovation – Operational Efficiency Audit
Independent conduct of a diagnosis of processes related to a national aid schemeIdentification of optimization levers to improve processing times and performance
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Education
- Grande Ecole Program / FINANCIAL MARKETS, Finance, GeneralAudencia2020Programme Grande Ecole / FINANCIAL MARKETS, Finance, général
- Financial Markets江西财经大学2020Financial Markets