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Manal Nahal

@manalnahal

Functional Project Manager at Outsourcia Group, taking AI customer-service projects from operational needs through production release.

Morocco

Message

At Outsourcia Group, I work between operations teams, clients and the Tech Lead to take innovation and AI projects from initial needs to production. I use an agile approach: test quickly, validate with the client and iterate.

I also manage a strategic BPO client portfolio across e-commerce, healthcare, insurance and banking, with teams of 500 to 600 people and budgets up to $10M a year. I align production with client requirements, SLAs and KPIs, and use Power BI, Notion and ClickUp for tracking and reporting.

Alongside the Tech Lead, I handled functional design and project management for AI projects delivered to clients under NDA. These include a conversational AI platform integrated with Microsoft Dynamics 365 Customer Service, a real-time agent assistance system for healthcare, and a medical tele-secretary platform.

Experience

Work history, roles, and key accomplishments

Current

Account & Client Relationship Manager

Current

Outsourcia Group

Aug 2024 - Present (2 years 2 months)

Management of a portfolio of strategic BPO clients, B2B and B2C, in e-commerce, healthcare, insurance and banking. Scope: teams of 500 to 600 people, budget up to $10M a year.

Customer Relationship Management SLA KPIs Account Planning Risk Management Business Development Power BI Notion ClickUp Contract Negotiation SOW

Current

Functional Project Manager

Current

Outsourcia Group

Interface between operations teams, the client and the Tech Lead on innovation and AI projects, within the scope of the Chief Innovation Officer. Follows each project closely, from initial need to production release.

Scoping Functional Analysis Agile Scrum Acceptance Testing AI CX AX Process Mapping Requirements Project Governance

Production Demand Planner

Leoni Wiring Systems

May 2023 - Jul 2024 (1 year 2 months)

Managed demand forecasting and customer order planning, aligned with production capacity and inventory levels. Maintained strong relationships with customers, sales and production to optimize inventory and order management.

Demand Forecasting Inventory Management Customer Relationship Management Data Analysis

Customer Service Representative

Xceed

Apr 2021 - Jul 2022 (1 year 3 months)

Analyzed customer needs and gathered requirements for new business lines and service expansions. Monitored overall portfolio performance and contributed to roadmaps and account plans.

Customer Needs Analysis Requirements Gathering Portfolio Monitoring Account Planning