Maroc Player

Results-driven operations professional with 5+ years of cross-functional experience spanning customer care leadership, international sales, IT operations, and multilingual business communication across Morocco and China. Promoted to Team Leader at IO Solutions within just 5 months of joining as a Customer Care Specialist. Combines software engineering training with exceptional interpersonal skills to deliver operational efficiency, team performance, and world-class customer satisfaction.

Proven ability to lead teams, negotiate across cultures, and transform complex challenges into measurable business outcomes.

Team Leader — Customer Care at IO Solutions Contact Center (2025-11 – Present)

• Lead and mentor a team of customer care specialists, delivering targeted coaching, structured performance feedback, and continuous skills development.
• Monitor and analyze KPIs including CSAT, first-call resolution, and sales conversion; implement data-driven improvements to boost retention and operational efficiency.
• Serve as the final escalation authority for complex complaints, resolving high-stakes issues while preserving client relationships and brand reputation.
• Align team objectives with senior management strategy, optimizing workflows and resource allocation to consistently achieve monthly targets.

Customer Care Specialist at IO Solutions Casablanca (2025-06 – 2025-10)

• Managed high-volume inbound interactions, resolving billing disputes, technical inquiries, and service requests with empathy and efficiency.
• Identified upsell and cross-sell opportunities during support calls, consistently exceeding sales targets while maintaining top customer satisfaction scores.
• Delivered personalized, solution-oriented support that strengthened loyalty and reduced churn, contributing to improved client lifetime value.
• Earned promotion to Team Leader within 5 months based on standout performance in customer satisfaction and sales conversion metrics.

Translator & Sales Representative at Soosan China (2024-06 – 2025-05)

• Delivered precise Chinese–English–French–Arabic translations, enabling seamless communication between international stakeholders and local clients.
• Acted as a cultural and linguistic bridge during business negotiations, ensuring clarity of intent and fostering trust to close cross-border deals.
• Applied consultative sales techniques to identify client needs, present tailored solutions, and contribute directly to revenue growth.
• Supported contract negotiations and commercial term discussions, leveraging multilingual fluency to secure favorable outcomes and long-term partnerships.

IT & Sales Manager (Freelance) at Progestia Online (2023-10 – 2024-06)

• Oversaw end-to-end e-commerce operations including logistics, digital customer service infrastructure, and order fulfillment workflows.
• Designed and executed digital marketing strategies across social media and email, significantly increasing web traffic and online sales conversions.
• Led UX optimization initiatives that reduced cart abandonment and improved the overall customer journey and satisfaction.
• Managed vendor relationships and inventory systems, ensuring compliance with delivery standards and minimizing operational costs.

Logistics & Sales Representative at Maroc Elevator (2023-11 – 2024-04)

• Ensured full compliance with industry standards and technical specifications across all logistics and sales operations.
• Negotiated favorable commercial terms with suppliers and clients to maximize profitability while preserving strong business relationships.
• Coordinated logistics workflows and inventory management in alignment with company regulations, minimizing delays and costs.

English Teacher at Ur Kids Kindergarten (2020-05 – 2023-01)

• Developed and delivered interactive, age-appropriate English curricula using adaptive teaching methodologies to maximize student engagement and outcomes.
• Assessed academic progress through structured evaluations and maintained transparent communication with parents and administrative staff.
• Designed inclusive classroom strategies supporting students with diverse learning needs, ensuring equitable access to quality education.

Software Engineering Diploma – IMI Developer (2024-11 – 2025-07)

Computer Engineering Diploma – Hangzhou Dianzi University (2020-10 – 2023-07)

Chinese Language Program – Wenzhou University (2019-09 – 2020-08)