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Loubna Imam

@loubnaimam

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Bilingual customer relationship manager optimizing operations through rigorous QA, KPIs, and calm dispute resolution.

Morocco

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What I'm looking for

I’m looking for a role where I can lead bilingual customer support with measurable KPIs, continuously improve processes, and collaborate cross-functionally to reduce disputes while building trustworthy customer experiences.

I’m a bilingual customer relationship manager and operational optimization specialist, recognized for handling complex situations with autonomy and a strong commitment to rigorous quality metrics. In my current role with Yandex Go (Maroc), I manage omnichannel customer support with a continuous improvement mindset and strict KPI adherence (response time and resolution rate).

I resolve complex disputes and crises efficiently while maintaining client trust. I also collaborate cross-functionally with technical and logistics teams to streamline service processes and improve how requests flow through high-volume operations.

Beyond customer operations, I strengthen messaging and information quality through freelance translation and content writing across Arabic, French, and English, plus experience in market analytics, SEO, and digital content creation. My doctoral research in management sciences (modern management systems and Industry 5.0) keeps my approach structured, data-informed, and future-focused.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

Yandex Go

Jul 2023 - Present (2 years 10 months)

Managed omnichannel customer support with a focus on rigorous quality metrics, handling complex disputes and crises while maintaining client trust. Monitored KPI performance (response time and resolution rate) and streamlined processes through collaboration with technical and logistics teams.

Omni Channel Support Dispute Resolution Crisis Management KPIs Quality Assurance Customer Experience Management Process Optimization Cross functional Coordination

Translator & Content Writer

Maghreb Arabe Presse

Jan 2025 - Jan 2026 (1 year)

Translated strategic and high-level content across Arabic, French, and English, producing press and institutional materials. Drafted, edited, and structured documents to publication standards for media and research audiences.

Arabic Translation French Translation English Translation Content Editing Content Localization

Sales Assistant

Société Alphabet SKH

Jul 2022 - Jun 2023 (11 months)

Drove business development through active prospecting and identification of new market opportunities. Managed strategic accounts by analyzing client needs and proposing tailored solutions aligned with international trade and logistics.

Business Development Prospecting Key Account Management Trade & Logistics Customer Service Sales Operations Support

Procurement Intern

Aptiv Morocco

Mar 2022 - Jun 2022 (3 months)

Supported supply chain operations by assisting with material provisioning in a fast-paced automotive environment. Contributed to procurement-related activities and helped maintain operational readiness.

Procurement Support Supply Chain Operations Material Provisioning Automotive Supply Chain Operational Support Fast Paced

Logistics Intern

LafargeHolcim

Mar 2021 - Jul 2021 (4 months)

Monitored logistics key performance indicators and tracked operational flows to support day-to-day logistics execution. Assisted with process documentation and helped maintain quality compliance through ongoing operational tracking.

Process documentation Data monitoring Operational Reporting

Digital Content Writer

Majala24

Jun 2020 - Dec 2020 (6 months)

Produced engaging digital written content and analytical articles, conducting thorough research and structuring information for publication. Supported content production for digital channels with basic design and publishing-related tasks.

Information Research Copywriting Social Media Management Email Marketing Content Production

Production Operations Intern

Atlas Bottling Company

Apr 2019 - Jul 2019 (3 months)

Gained hands-on experience with industrial production workflows and operational monitoring, including quality compliance tracking. Supported process optimization using an Industry 5.0 approach and assisted with KPI analysis for daily operations.

Production Operations Process Optimization KPI Analysis Monitoring Mobility Services Support