Sara CHAKAL
Operational Excellence & CX Manager
Casablanca
Profil professionnel
Operations & Customer Experience Manager with 13+ years of experience in service operations, process improvement, and quality management in high-volume, customer-focusedenvironments. Skilled in root cause analysis, process redesign, and data-driven corrective actions to enhance service performance and customer satisfaction.
Provenability in operational excellence, KPI governance, and cross-functional collaboration, managing teams and externalpartners. Fluent in French and professionallyproficient in English.
Vue d'ensemble
14
14
years of professional experience
4
4
years of post-secondary education
Expérience
Home Delivery Manager
Burger King - General First Food Services
Casablanca
06.2022 - 12.2025
- Lead CustomerExperience (CX) performance for the Home Delivery channelthrough monitoring of operational and quality KPIs
- Conductroot cause analysis on recurringcustomer irritants (delivery delays, service failures, orderinaccuracies)
- Define, deploy, and track corrective and preventive action plans, measuring their impact on customer satisfaction and service performance
- Drive continuousimprovement initiatives by redesigning and standardizing end-to-end operationalprocesses
- Govern performance throughdaily, weekly, and monthly performance routines and cross-functionalreviewcommittees
- Perform process compliance audits and ensurealignment with quality standards
- Coordinatetransversally with internal teams and externalpartners (Glovo) to improve service reliability and CX outcomes
- Manage budget and P&L performance, supportingsustainableoperationalgrowth
Quality Monitoring Manager
Intelcia
Casablanca
07.2021 - 06.2022
- Managed Quality Control and Continuous Improvement projects aligned with customer experience objectives
- Analyzed quality gaps and identified structural root causes of customer dissatisfaction
- Formalized and monitored process improvement action plans across operational teams
- Supervised production performance and consolidated quality and performance reports for internal and external stakeholders
- Led, coached, and developed Team Leaders through training, evaluations, and performance follow-up
- Acted as a key interface between internal departments and external clients to ensure service level compliance
Account Quality Manager
Intelcia
Casablanca
06.2020 - 06.2021
- Coordinated CX and Quality Assurance initiatives across multiple accounts and stakeholders
- Ensured alignment between operational execution and internal/external customer requirements
- Supported the deployment of new projects and process standards
- Conducted internal compliance and process audits
- Contributed to governance routines and cross-functional quality steering committees
- Supported recruitment, onboarding, and development of Quality Managers
Quality Manager
Intelcia
Casablanca, Morocco
05.2016 - 06.2020
- Monitored quality and operational performance indicators
- Analyzed customer feedback and customer satisfaction survey results
- Proposed and implemented corrective and preventive actions to improve service quality
- Maintained quality dashboards and performance reporting
- Participated in production and performance steering committees
- Presented quality improvement strategies to senior stakeholders
Quality Controller
Intelcia
Casablanca
04.2013 - 04.2016
- Performed daily quality assessments of customer service representatives in line with defined quality scoring standards
- Monitored the implementation of corrective actions
- Produced and shared daily performance and quality reports with operational supervisors
Customer Service Representative
Intelcia
Casablanca, Morocco
08.2011 - 03.2013
- Handle end-customer interactions across multiple channels (inquiries, orders, complaints, service explanations)
- Identify commercial opportunities and contributed to customerretention and satisfaction
Formation
Bachelor'sDegree - Business Administration
Université Hassan II
Casablanca, Morocco 01.2007 - 01.2011
Compétences
Negotiation
Cross-Functional Collaboration
Strategic Planning
Business Development
ISO 9001 (Operational Application)
Compliance & Process Audits
Langues
French
Bilingue
English
Courant
Chronologie
Home Delivery Manager
Burger King - General First Food Services
06.2022 - 12.2025
Quality Monitoring Manager
Intelcia
07.2021 - 06.2022
Account Quality Manager
Intelcia
06.2020 - 06.2021
Quality Manager
Intelcia
05.2016 - 06.2020
Quality Controller
Intelcia
04.2013 - 04.2016
Customer Service Representative
Intelcia
08.2011 - 03.2013
Bachelor'sDegree - Business Administration
Université Hassan II
01.2007 - 01.2011