Soukaina Samih
Summary
Professional, organized and creative, with proven skills in quality, business management, continuous improvement and direct marketing. Has more than 9 years of work experience in three different sectors of activity. I currently manage a customer center platform at ASWAK ASSALAM as well as CHAABI LIL ISKANE. In search of new challenges, I wish to join an organization to which I could bring my dynamism and my taste for challenge.
Overview
12
12
years of professional experience
Work History
CSTL
JYSK
01.2025 - 06.2025
- Launched JYSK Customer service in MOROCCO
- Hired and developed training programs to enhance staff performance and service quality.
- Led team in resolving customer inquiries and complaints efficiently.
- Coordinated cross-functional collaboration to streamline operational processes.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Analyzed customer service metrics, driving initiatives that enhanced overall efficiency and action plans to improve.
Customer service manager
ASWAK ASSALAM
11.2023 - 01.2025
- Design and deployment of monthly and weekly strategic reportings, with in-depth analysis of KPIs to ensure operational excellence and achievement of targets.
- Management of multi-channel marketing campaigns
- Planning and Implementation of phoning and SMS campaigns for advertising or information purposes.
- Recruitment, supervision and management of a team of 10 employees on-site and 30 other collaborators remotely, ensuring follow-up, management and the running of activities.
- Completion of assigned tasks by following the procedures and given instructions, participating in reviewing the internal process and procedures with all concerned stakeholders.
- Evolution and follow-up of loyalty program & the customer satisfaction of all 15 stores in MOROCCO of ASWAK ASSALAM.
- Problems solving and Handling customers complaints of all stores in collaboration with stores directors.
Direct Marketing Manager
VIVALIS SALAF
01.2022 - 08.2023
- Monitoring KPIs and identifying adapted action plans, launching promotional offers and covering all customer needs in financing their personal or professional projects.
- Management and supervision of inbound, outbound, SMS & advertising campaigns.
- Analysis of market trends, benchmarking and consumption patterns to adapt marketing plans accordingly.
- Continuous improvement of the company website to optimize visibility and use in collaboration with development team
- Management of a marketing team of 45 collaborators, including training, professional development and performance reviews.
Quality Manager and Team Leader
INTELCIA Maroc
12.2015 - 12.2021
- Management of 23 different projects such as: SAMSUNG, ORANGE, GLOVO, ODIGO, LC WAIKIKI, DECATHLON, Go Sports., weekly and monthly monitoring of deliverables, analysis, launching adapted action plans
- Management of more than 15 quality specialists
- Development and updating of the quality management plan, ensuring continuous improvement.
- Conducting surveys to assess customer satisfaction.
- Development of an internal training program on quality control, adapted to specific needs of each business client.
- Monitoring of key performance indicators to ensure, follow and correct the effectiveness of quality processes.
Coach & Trainer
INTELCIA Maroc
01.2015 - 02.2017
- Initial trainings, assistance and support for new hires
- Creating a positive environment during sessions to promote the development and self-confidence of customer service representatives.
- Animation of group courses and thematic workshops on the processes and procedures of each activity/project
- Organization of small group sessions to unite and motivate members, preparation of targeted exercises.
Translator & interpreter
AARON & BABEL
12.2013 - 07.2014
- Transposition of texts and speeches from French to English and from English to French.
- Transposition of texts and speeches from French to English and from English to French.
- Interpreting on business creation and start-up topics
Education
Customer experience operations training: Customer Service Excellence
COPC
06.2020
BA - English literature
University Hassan II
01.2013
Bachelor's degree - Life and Earth Sciences
Mandarona highschool
01.2008
Skills
- Microsoft Office: Advanced
- Team Management: Advanced
- Problem Solving: Advanced
- Lean Solutions: Advanced
- Training: Expert
- Coaching: Expert
- Teamwork and collaboration
- Friendly, positive attitude
LANGUAGES
French: English
Arabic
Hobbies and Interests
Photography, Movies, Music, Painting
Timeline
CSTL
JYSK
01.2025 - 06.2025
Customer service manager
ASWAK ASSALAM
11.2023 - 01.2025
Direct Marketing Manager
VIVALIS SALAF
01.2022 - 08.2023
Quality Manager and Team Leader
INTELCIA Maroc
12.2015 - 12.2021
Coach & Trainer
INTELCIA Maroc
01.2015 - 02.2017
Translator & interpreter
AARON & BABEL
12.2013 - 07.2014
BA - English literature
University Hassan II
Bachelor's degree - Life and Earth Sciences
Mandarona highschool
Customer experience operations training: Customer Service Excellence
COPC
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