Freelancer profile translated to English.
Back to original languageAbout Nawal
Welcome to my profile 😊
Passionate about customer relations, I believe customer satisfaction is the cornerstone of a company. I take pleasure in each of my missions to offer the best possible customer experience. Beyond finding solutions to the problems encountered by our customers, I listen carefully to leverage each piece of feedback to continuously improve the product or processes, thus preventing the same issues from recurring.
My goal? To ensure the customer leaves the interaction with a smile and that the problems encountered do not happen again, by collaborating with the Product and Sales teams to create THE product that best meets the customer's needs.
What can I bring you?
- Customer Success and customer support missions: handling customer requests, resolving complaints, improving customer experience, identifying customer needs.
- Product strategy and customer experience consulting: Analyzing customer needs, adapting strategy and customer experience to best meet customer needs.
Looking forward to connecting with you! 😊
English
Fluent
French
Native or bilingual
Spanish
Conversational
Can work on-site
Paris (up to 50km)
Experience
- HelloPrestationCustomer Success / Operations ConsultantCONSULTING AND AUDITSMay 2020 - Today (6 years and 1 month)Paris, FranceHelping e-commerce, app and marketplace companies to grow by ensuring the best possible experience and satisfaction (e-commerce, travel, tech, entertainment) .- Structuring of customer support (tone of voice, service policies)- Ensure a qualitative and relevant end-to-end customer and partner relationship- Anticipating customer needs and business opportunities- Audit of the customer journey and customer satisfaction- Improvement of the customer journey and the omnicanal customer experience- Product improvement based on customer feedback and needs- Management and training of internal and external teamsHelping e-commerce, app and marketplace companies to grow by ensuring the best possible experience and satisfaction (real estate, e-commerce, travel, tech) .- Structuring of customer support (tone of voice, service policies)Clients : Jimmy Fairly, YesWeBook, Blank Bank, HotelMahfouf, WeMoms, Voodoo, Moom Paris...
- BURGER KING DeutschlandCustomer Experience ConsultantAGRICULTUREDecember 2023 - February 2024 (2 months)Paris, France
- BloomBusiness ManagerE-COMMERCEFebruary 2023 - June 2023 (4 months)Paris, France
Reviews
Abdel
Bright
Reviewed on 1/3/2025
I recommend working with Nawal!
J
Juliette
Malt Community SA
Reviewed on 11/3/2022
Nawal was able to adapt and meet expectations autonomously in a constantly evolving environment. During the creation of a service, Nawal was a pillar. The relationship with clients was qualitative and met our expectations.
Recommendations
FU
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Education
- Change Management and ConsultingGeorgetown University2018
- Master in Customer Relationship Management and Change Management - Business ConsultingIAE Paris Saclay - Graduate School of Management2019
Certifications
- Google Digital ActiveGoogle2020