Casablanca, Casablanca-Settat, Morocco
At Infobip, currently contributing as a Mid Market Customer Growth Executive, leveraging skills in customer retention, account management, and artificial intelligence to enhance client engagement and growth. Recent achievements include impactful onboarding, quality analysis, and operational improvements at Concentrix, where contributions improved customer satisfaction and team performance. Pursuing a Master’s degree in Marketing Digital & Communication at ESCA Ecole de Management, with a focus on integrating academic insights into practical applications. Dedicated to driving innovation and crafting meaningful customer experiences through data-driven strategies and collaborative approaches.
• Delivered comprehensive onboarding for new hires through engaging training sessions. • Conducted DSAT and quality analysis, leading to a 15% improvement in customer satisfaction. • Developed and updated training materials to ensure accuracy and relevance. • Boosted team performance by 20% through targeted feedback and coaching.
• Resolved over 100 daily customer inquiries through phone, email, and chat, achieving a 98% satisfaction rate. • Reduced escalations by 30% through proactive complaint resolution and improved data accuracy by 25%. • Streamlined internal processes, enhancing response time by 20% and mentoring new hires to achieve productivity swiftly.