Description

I’m a Customer Experience & Data Operations Specialist helping companies improve performance through data analysis, dashboards, and process optimization.

I support teams with KPI reporting, NPS analysis, customer insights, and operational improvement. My work focuses on turning raw data into clear reporting, actionable recommendations, and better workflows for customer-facing teams.

I regularly work on:

– Dashboarding and reporting (Excel, BI tools)

– Customer data analysis & performance tracking

– NPS and feedback analysis

– CX optimization & process improvement

– Operational reporting & KPI frameworks

I’ve worked in international, enterprise environments in customer experience, customer success, and operations, collaborating with product, support, and leadership teams.

If you’re looking for a freelancer who can handle data analysis, reporting, dashboards, and CX operations with a business mindset.

Industry field of expertise

Languages

English
Native or bilingual
Spanish
Native or bilingual
French
Fluent
Arabic
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

SAMSUNG ELECTRONICS
CUSTOMER EXPERIENCE MANAGER
DIGITAL AND IT
January 2025 - Today (1 year and 6 months)
France
- Led customer experience strategy across Samsung’s D2C e-commerce ecosystem
- Increased Net Promoter Score (NPS) by +7 points in 10 months through structured insight analysis and action planning
- Built and implemented the CX operating model for the role, defining workflows, governance, and ownership
- Designed and deployed cross-functional processes with logistics and call center teams to improve response time and operational consistency.
- Created CX dashboards and KPI frameworks to monitor customer satisfaction, risk indicators, and performance trends
- Acted as CX reference point across operations, product, and customer support teams
Data visualization Data analysis Communication strategy Microsoft Excel Customer Loyalty/ Retention
Whispli
CUSTOMER SUCCESS MANAGER - COMPLIANCE
DIGITAL AND IT
July 2023 - December 2024 (1 year and 5 months)
Paris, France
- Owned onboarding and lifecycle management for enterprise customers across EMEA
- Led end-to-end delivery for high-value accounts, coordinating Sales, Product, and Marketing teams
- Managed executive-level relationships and regular touchpoints with C level stakeholders
- Developed adoption strategies to ensure successful product usage and long-term retention
- Supported commercial growth through upsell identification and opportunity mapping
- Acted as customer advocate internally to align roadmap and delivery with client needs
customer success Project Management
Concentrix
META CUSTOMER SUPPORT & E-COMMERCE ADVISOR
DIGITAL AND IT
October 2021 - June 2023 (1 year and 8 months)
Berlin, Germany
- Supported Meta's B2B clients with account setup, technical troubleshooting, and policy compliance
- Optimized campaign performance and account workflows
- Maintained documentation standards and customer communication quality
- Delivered consistent high-satisfaction experience across complex client environments
SAP CRM Meta Ads Facebook Marketing