Chaimae El-Hadiri

Selected as the first team leader during the launch phase of the Xerox project and contributed to a successful operational ramp-up that secured the client contract. Managed teams of 10 to 18 advisors across customer service, back-office, and multilingual operations, and supervised daily performance metrics including SLA, CSAT, AHT, productivity, attendance, and quality targets.

Evaluated and processed text, image, and speech data to support AI model development and training, performing quality control and data validation tasks while maintaining productivity and accuracy standards. Worked independently in a remote environment, managing deadlines and quality expectations.

Joined the company during its startup phase as one of the first employees and contributed to its growth from 6 to over 250 employees. Managed teams of 20 to 25 advisors across multiple banking projects, conducted recruitment interviews, trained new hires, and performed quality monitoring and performance reviews.

Provided customer service and support while ensuring compliance with company procedures and quality standards, managing customer inquiries and issue resolution through multiple communication channels.

Delivered customer support through phone, email, and chat channels in both French and English, managing escalations and complex service requests while maintaining Amazon customer experience standards. Consistently ranked among top-performing advisors, exceeding performance targets related to customer satisfaction, quality, and productivity.

Delivered customer support through voice, chat, and email channels, assisting customers with account management, service requests, and first-level technical troubleshooting. Worked with CRM systems and customer support platforms to ensure efficient case resolution.

Handled inbound customer service inquiries and service requests, delivering first-contact resolution while maintaining customer satisfaction and quality standards.

Completed the Bank Operations & Payment Services Intermediary program at IOBSP in Saint-Denis, France, from 2018 to 2020.

Earned a Bachelor in Clinical Psychology from MED-V University from 2012 to 2015.