At PEXLY, I manage 50+ claims daily as a Senior Agent – Claim Movement Specialist, investigating discrepancies, resolving escalations, and coordinating with Customer Success Managers and internal teams. I was promoted within my first year and acted as Team Lead backup for three months.
Before that, I handled customer inquiries, complaints, and service and warranty cases as a Customer Service Representative at PEXLY. I coordinated with internal departments to provide timely resolutions and maintained detailed CRM records.
As a freelance customer operations and business development professional, I progressed from customer support and pre-sales into broader commercial, financial, and operational responsibilities. During peak seasons, I handled 200+ customer interactions per day and became the top-performing agent within my first week.
My civil engineering experience includes contributing to structural design and dimensional analysis at ECID, as well as assisting with construction planning, technical documentation, and site monitoring in internship roles. I hold an Engineering Degree in Civil Engineering – Buildings & Public Works from EMSI – Moroccan School of Engineering Sciences.
