Freelancer profile translated to English.
Back to original languageAbout Souad
My mission is tooptimize processes to strengthen the profitability, resilience, and sustainable performance of organizations.
I support you in thestructure of operations and customer service,through effective knowledge management and clear procedures. I create targetedtrainingprograms, designed according to your business challenges and constraints.I instill a culture of continuous learning,capable of supporting both internaloperational efficiencyanduser experience quality.
My role is tobridge the gap between strategic vision, processes, and field execution,to ensure concrete, measurable, and sustainable implementation. The quality of customer service and the excellence of the user journey are at the heart of my work: they rely on formalized procedures, understood and correctly executed by the teams.
I support you in:
- Optimizing your processes,
- Restructuring your internal Knowledge Base,
- Tailor-made training for your teams,
- Coaching and quality assessment of practices,
- Change management to secure the adoption of new processes.
With a customer-centric approach, I contribute to defining customer-oriented strategies and bringing the Voice of the Customer to product teams.
🎯 The promise of this approach is increasing profitability for your company and a strengthened connection with your customers for solid and growing loyalty.
French
Native or bilingual
Can work on-site
Paris (up to 50km)
Experience
- AssociationProcess ManagerARTS AND CRAFTSMarch 2026 - Today (5 months)Paris, FranceI am assisting an association president in restructuring processes to optimize member relations (4000 members) and make operational workload manageable. I manage the ticketing tool, create onboarding materials, and the knowledge space. I am establishing a "Member Relations" department and a comprehensive FAQ based on real issues.
- Cabinet d'avocatsOperations & Process ConsultantLEGALMarch 2026 - Today (5 months)Paris, FranceFor operational excellence, I work within a law firm to streamline the customer journey, optimize activities, and reduce operational costs. I centralize tools, restructure and simplify activities to ensure operational performance, and support teams through change.
- PENNYLANETraining and Customer Relations ConsultantBANKING AND INSURANCEFebruary 2026 - Today (6 months)Paris, FranceFintech product, I support Pennylane in Product adoption by training its clients. I ensure complete and effective use of the tool by the client to maximize their satisfaction and loyalty. I work within the client's structure on the integration and construction of their Customer Relationship Management (CRM).
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Education
- OPERATIONS & PROCESS MANAGERIllinois Institute of Technology2025
- OPERATIONS & SUPPLY CHAIN, RETAIL & CUSTOMER EXPERIENCELVMH2025OPERATIONS & SUPPLY CHAIN, RETAIL & CUSTOMER EXPERIENCE