Open to opportunities

Imane M

@imanem

Message

I lead customer operations, onboarding, and high-performing support teams across SaaS and fintech.

France

Message

What I'm looking for

I'm looking to lead customer operations, onboarding, or customer experience teams where I can improve service performance, use data to drive decisions, and build effective teams across SaaS, fintech, or high-growth environments.

At Zoom, I manage onboarding and training for Enterprise and Mass Market customers, including a portfolio exceeding €2 million in MRR. I guide customers through product adoption, configuration, and administrative capabilities while driving revenue-organization initiatives.

I’ve built Looker Studio scorecards that turn quantitative and qualitative data into clearer performance trends and stronger team decisions. Previously at Blank, I led customer care across an in-house squad and BPO operation, defining KPIs, forecasting volumes, improving Zendesk workflows, and partnering with product, compliance, marketing, and sales teams.

My experience also includes leading virtual Amazon customer service teams and managing 320 BPO agents supporting Uber and Uber Eats. Across BPOs, SaaS, UCaaS, and fintech, I focus on customer experience, operational efficiency, workforce planning, and helping teams succeed in complex, high-volume environments.

Experience

Work history, roles, and key accomplishments

Current

Zoom Onboarding Specialist

Current

Zoom

Feb 2022 - Present (4 years 6 months)

Managed seamless onboarding and training of Zoom accounts, providing expert guidance on administrative capabilities for diverse customer segments. Managed a portfolio with MRR exceeding 2 Million Euros, including major clients such as NRJ Group, Deezer, ANSM, Heetch, and Jabil.

Zoom Customer Onboarding Training Account Management Data Visualization Stakeholder Management Project Management