Jaafar El Lakkis

Customer Support / Service Client / Traduction

Moves to Paris

  • 48.8546
  • 2.3477
  • Indicative rate €150 / day
  • Experience 2-7 years
  • Response rate 100%
  • Response time 1h
Propose a project The project will only begin when you accept Jaafar's quote.

Availability not confirmed

Part time, Evenings & week-ends

Propose a project The project will only begin when you accept Jaafar's quote.

Location and geographical scope

Location
Paris, France
Can work in your office at
  • Paris and 50km around

Preferences

Project length
  • ≤ 1 week
  • ≤ 1 month
  • Between 1-3 months
  • Between 3-6 months
Business sector
  • Travel & Tourism
  • Transportation
  • Sports
  • Social Networks
  • Luxury Goods
+3 autres
Company size
  • 2 - 10 people
  • 11 - 49 people
  • 50 - 249 people
  • 250 - 999 people

Verifications

Languages

  • Anglais

    Native or bilingual

  • Français

    Native or bilingual

  • Arabe

    Native or bilingual

Skills (17)

Jaafar in a few words

EN:
A very active and dynamic trilingual (English, French and Arabic) professional who is motivated about developing and transforming people.

My journey began in Beirut, followed by my Bachelors in San Francisco and my Masters in Paris.

Passionate about providing the best customer experience to clients and social media.

FR:
Une personne professionel très motivé et dynamique (Anglais, Français et Arabe) motivé par le développement personnels et des entreprises.

Mon parcours a commencé à Beirut, puis j'ai fait mes études de Bachelors à San Francisco et mon MsC à Paris.

Passionné par les réseaux sociaux aussi, je m'assure de toujours délivré une experience inoubliable aux clients.

Experience

Brigad

Restaurants

Community Experience

Paris, France

January 2019 - Today

EN:
•Create a bond of trust with our users
•Be the key contact person in Paris for the UK team
•Be the main contact point for our future users in London, Manchester, Edinburgh, Amsterdam, Paris, Lyon, Bordeaux, Lille and Marseille.
•Collect user feedback to improve their experience and exceed expectations
•Focus on decreasing the missed opportunity in the UK
•Set up new processes to keep track of UK performance
•Respond to our users questions and call them when there is a problem
•Collect user feedback to improve their experience and exceed expectations
•Supervise and launch staffing
•Help improve our processes to make the Brigad Care Team the best experience our users have had with Customer Service!
•Participate in Brigad’s life as a very fast-growing startup.

FR
- Créer un lien de confiance;
- Répondre aux questions des utilisateurs et les contacter par téléphone si besoin;
- Point de contact pour les utilisateurs de la plateforme à l'étranger (Royaume Unis, Hollande);
- Prendre les feedbacks d'utilisateurs, afin d'améliorer leurs expériences;
- Gestion du staffing
- Reflexion sur les process du service client et des améliorations à apporter.

Nissan

Automobile

Social Media Marketing and Digital

Paris, France

April 2018 - October 2018

Strategy:
•Developed the social media roadmap strategy (roles and objectives of Social Media platforms)
•Benchmarked and audited across Nissan Business units (27 markets)
•Collaborated with Facebook, Instagram, Twitter, YouTube & Linkedin
•Led the Linkedin content plan for Nissan Europe handle
•Advised content for VP Marketing of Nissan on Linkedin

Moderation:
•Monitored community managers activities through monthly reports, performance, service-level agreement
•Audited best-in-class customer experience on Social Media networks
•Ensured TOV (Tone of voice) guidelines across European market
•Secured brand VI (Visual identity) consistency across Nissan Europe channels

Listening/Reporting:
•Participated in managing social listening tools & ensured data quality (Synthesio)
•Provided regular recommendations on Social Listening key metrics
•Controlled crisis management & provided real time report
•Kept track of e-reputation of brand (conversation, sentiment, verbatim…)

Cross functional:
•Coordinated market projects to ensure productivity and efficiency
•Reviewed monthly performance of RBU’s (Regional Business Units) on YouTube optimization channel (6 markets)
•Collaborated closely with media and digital agencies (Equancy, Publicis Sapient, OMD…)
•Took lead in creative optimization project and met with 10 suppliers for future projects
•Participated in Social Martech (Sprinklr, Social Bakers, Salesforce...)

Uber

Transportation

Oboarding Specialist

San Francisco, États-Unis d'Amérique

July 2016 - December 2016

•Helped with onboarding drivers onto the Uber system
•Reviewed, maintained and organized driver documentation
•Found resolutions to driver issues and questions
•Responded to support issues both in-person and over email promptly
•Worked closely with the driver operations and community operations teams to streamline process
•Represented and promoted Uber in outdoor events/concerts
  • onboarding
  • screening
  • zendesk

Education

Certifications

charter modal image

Success is a team effort

Contribute to this success and the community's professionalism by signing the Freelancer Code of conduct

Sign the code