Zineb SAMOUH
Sr Customer Experience Partner
Casablanca
Summary
Customer-focused professional with extensive experience in logistics and customer experience at Maersk. Skilled in optimizing logistics workflow, adapting to fast changing environments, managing end to end operations, resolving complex issues and with a proven track record in driving customer satisfaction and operational efficiency.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work History
Sr. Customer Experience Partner
A.P. Moller Maersk
6 2021 - Current
- Developing and implementing strategies to enhance and maintain strong interpersonal partner / customer relationships.
- Onboarding new clients and delivering customized solutions that meet their unique business needs.
- Managing end to end export operations of key clients in Morocco.
- Coordinating between different stakeholders to ensure smooth processing of customers operations.
- Upselling different products to customers & marketing e-channel solutions.
- Negotiating settlements to achieve mutually satisfactory resolutions for clients disputes.
- Streamlining internal processes to achieve improved efficiency and productivity within the department.
- Conducting team trainings on different processes to ensure improved performance and adherence to company standards.
- Implementing quality control measures to ensure highest standards of service delivery.
- Initiating comprehensive onboarding programs for new colleagues.
Sales Manager & BPO
Business IT Solutions
2020.02 - 2021.04
- Managing leads and prospects through the Sales Pipeline.
- Conducting presentations of the company's offerings.
- Converting customers requests into statements of work.
- Reporting progress and plans to the management on a monthly basis.
- Planning, organizing, following up project tasks across project teams.
- Monitoring & controlling projects throughout their lifecycle by conducting weekly meetings.
- Managing and executing project phases sign offs and projects launches.
Project Management Assistant
Schneider Electric
2019.03 - 2019.11
- Reporting weekly product availability.
- Setting up forecast tracking files and dashboards to analyze performance.
- Analyzing supply chain health recovery of specific product lines.
- Deploying weekly performance reviews to follow up on progress of aligning commercial requirements with product availability.
- Organizing playbooks for different accounts.
- Developing Smart Sheet tracking documents to help manage segment initiatives and performance.
Education
Master Degree - Master in Project Management
EAE Business School
Barcelona, Spain 2018.05 - 2019.05
Bachelor Degree - Bachelor in Business Administration; double concentration Logistics & Management
Al Akhawayn University
Ifrane, Morocco 2013.09 - 2018.05
Skills
Salesforce / CRM
MS Office
Project Management
Data Analysis
Reporting
Problem Solving
Adaptability & Resilience
Mentorship
Languages
French
Proficient
C2
Arabic
Proficient
C2
English
Proficient
C2
Spanish
Beginner
A1
Timeline
Sales Manager & BPO
Business IT Solutions
2020.02 - 2021.04
Project Management Assistant
Schneider Electric
2019.03 - 2019.11
Master Degree - Master in Project Management
EAE Business School
2018.05 - 2019.05
Bachelor Degree - Bachelor in Business Administration; double concentration Logistics & Management
Al Akhawayn University
2013.09 - 2018.05
Sr. Customer Experience Partner
A.P. Moller Maersk
6 2021 - Current
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