Oumaima Najmi

Project : Glovo & Happe by Engie

• Conducted evaluations of customer interactions across multiple channels, including calls, chats, live chats, and emails, ensuring adherence to quality standards.
• Coached and briefed agents on their quality scorecards, providing guidance to enhance performance and CSAT scores.
• Provided actionable feedback and insights to Quality Managers, highlighting areas for process improvement and service excellence.
• Designed and facilitated workshops, process refreshes, and training sessions to improve agent knowledge, engagement, and overall service quality.
• Supported onboarding and mentoring of new agents, helping them achieve quality targets and become fully productive quickly.

Project : Neo Financial

• Handled customer inquiries via chat, email, and phone in both French and English.
• Handled a high volume of customer interactions (50+ per day) while maintaining high CSAT scores (95%).
• Provided support for Neo Financial’s digital banking products, including credit cards and online accounts.
• Assisted customers with account activation, management, and security issues.
• Resolved technical and transactional problems promptly.
• Promoted product perks and features to enhance customer engagement.
• Collaborated with internal teams to escalate complex cases.

Project: Glovo

• Evaluated customer interactions against established quality standards to ensure excellent service delivery.
• Identified and reported fraudulent activities in real-time, protecting company and customer assets.
• Monitored agent performance through shadowing, workshops, and adhoc evaluations, providing targeted feedback for improvement.
• Developed and implemented action plans to address performance gaps and enhance overall service quality.
• Guided new nursery agents during first production weeks, fostering skills development and confidence to meet CSAT and quality score targets.

Project : Red by SFR

• Managed customer complaints through chat and social media.
• Followed up on inquiries and ensured timely resolution of issues.

Project: Glovo

• Resolved customer inquiries and issues efficiently, helping achieve a 95% CSAT score.
• Handled a high volume of customer interactions (70+ per day)
• Provided assistance through multiple digital channels, including social media, live chat, and email.
• Analyzed negative CSAT feedback and followed up with customers to resolve issues and enhance satisfaction..

• Assisted customers by handling incoming calls with a commercial focus.
• Supported the analysis and processing of requests within defined deadlines.
• Addressed issues and managed complaints to promote customer satisfaction.