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chaimae Ouisnaf

@chaimaeouisnaf

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Operations and Trust Safety specialist focused on high-volume coordination.

Morocco

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What I'm looking for

I’m looking for a coordination-first role where I run cross-team workflows end to end, own SLAs and KPI reporting, and drive process improvements with clear stakeholder communication—at high volume, with measurable impact.

I’ve spent six years in operations roles that are fundamentally about coordination—keeping people aligned, processes moving, and decisions consistent at high volume. At ByteDance (TikTok), I manage live content appeals end-to-end, working daily across policy, QA, and operations to hold SLA targets under real pressure and translate complex guidelines into clear, defensible outcomes.

In this role, I coordinate 100+ cases/day, act as the operational link between departments, flag recurring issues, run structured feedback loops, and drive process changes to reduce error rates. I also own weekly performance reporting via Excel dashboards (tracking SLA compliance, AHT, and resolution rates) and support onboarding of new team members through tool and policy changes—so output quality stays consistent during transitions.

Experience

Work history, roles, and key accomplishments

Current

Operations & Trust Safety

Current

ByteDance

Mar 2020 - Present (6 years 2 months)

Coordinated daily across policy, QA, and operations teams to resolve live-streaming appeal cases, managing 100+ cases/day while meeting SLA and quality targets. Drove process changes and maintained weekly performance reporting (SLA compliance, AHT, and resolution rates) to produce actionable recommendations.

Case Management Process Improvement performance reporting Workflow Optimization

Content Operations Specialist

Majorel

Sep 2019 - Mar 2020 (6 months)

Managed day-to-day content operations in a fast-paced outsourced environment, consistently meeting KPI and quality benchmarks. Contributed to workflow reviews to tighten process consistency across the team.

Content Operations KPIs Quality Assurance Workflow Optimization Case Management Excel reporting

Sales & Client Relations

ACS Marketing

Jul 2018 - Sep 2019 (1 year 2 months)

Managed a portfolio of outbound client relationships and met or exceeded monthly targets throughout the tenure. Synthesized client feedback to refine team communication strategies.

Client Relationship Management Outbound Sales KPI Tracking Process Improvement Reporting

Insurance Operations Intern

Scasco Assurances

Aug 2017 - Sep 2017 (1 month)

Supported client assessments and contract administration during an early-career placement. Assisted with operational tasks to help maintain timely client processing.

Client Assessment Support Contract Administration Case Handling Process Coordination Documentation Excel reporting

Education

Degrees, certifications, and relevant coursework

WESFORD Clermont Business School

Master of Business Administration (MBA), Business Management & Digital Transformation

2023 - 2024

MBA focused on strategic management, digital transformation, and business process design. Completed coursework centered on applying digital and process transformation concepts to business strategy.

SUPEMIR

Master's degree, Business, Management & Marketing

2023 - 2024

Master's degree in business, management, and marketing with an emphasis on advanced business English preparation. Covered topics aligned to business strategy, management, and marketing foundations.

AMIDEAST Education Abroad

Advanced Business English, Business English

2021 - 2022

Advanced Business English studies developed professional English skills. Coursework focused on business-appropriate communication and language proficiency.