MBMarieme BA
@mariemeba
Customer Experience and Project Management leader driving CX transformation.
SenegalWhat I'm looking for
I am a Customer Experience and Project Management leader with over 10 years of experience across telecommunications, e-commerce, and digital health. I have built and led CX departments, set up call centers from scratch, and aligned customer satisfaction with business performance.
My strengths include journey optimization, Voice of Customer programs, CX KPI tracking (NPS, CSAT, CES), and data-driven call center forecasting. I have led recruitment, training, process definition, and operational transformations that improved service delivery and reduced wait times.
I am proactive, highly adaptive, and passionate about using data and user testing to drive continuous improvement, product readiness, and stronger customer engagement.
Experience
Work history, roles, and key accomplishments
Head of Customer Experience
Kera Health
Mar 2024 - Mar 2025 (1 year)
Built customer experience department and call center from scratch, implemented CX processes and CSAT tracking to align customer satisfaction with business performance.
Operational Head of Customer Experience
Yassir Senegal
Jan 2023 - Feb 2024 (1 year 1 month)
Led CX transformation and customer service restructuring, established call center operations and performance monitoring with surveys and CX metrics (NPS, CSAT).
Call Center & Customer Journey Manager
Expresso Senegal
Mar 2019 - Mar 2021 (2 years)
Oversaw call center operations and SLA management, simplified customer journeys and ran user tests and targeted surveys to inform product development and reduce wait times.
Customer Journey Supervisor
Expresso Senegal
Apr 2016 - Mar 2019 (2 years 11 months)
Managed customer journey testing and touchpoint evaluation, overseeing budget alignment to service objectives and continuous monitoring to improve service delivery.
Customer Advisor
Expresso Senegal
Mar 2015 - Mar 2016 (1 year)
Handled customer inquiries and complaints, supported agency operations and contributed to complaint management digitization to streamline resolution processes.
Support Technician
Orange Senegal
Dec 2012 - Feb 2015 (2 years 2 months)
Provided technical interventions and support, improving response efficiency and supporting escalation processes across services.
Customer Advisor
PCCI
Mar 2012 - Dec 2012 (9 months)
Served in a call center role handling customer inquiries and support tasks to maintain service levels and customer satisfaction.
Mobile Network Supervisor
ZTE Corporation
Nov 2010 - Jun 2011 (7 months)
Supervised mobile network operations and supported technical teams in maintaining network performance and operational tasks.
Education
Degrees, certifications, and relevant coursework
CX University
Certificate, Customer Experience
2025 - 2025
Completed Customer Experience Specialist (CXS) certification in Aug 2025.
PSProduct School
Certificate, Product Management
2024 - 2024
Completed Product Manager (PM) certification in Aug 2024.
BEM Dakar
Master I, Marketing & Commercial Strategies
2020 - 2021
Completed Master I in Marketing & Commercial Strategies at BEM Dakar between Feb 2020 and Jan 2021.
ESTM, Dakar
Bachelor, Networks & Telecoms
2006 - 2009
Completed a Bachelor in Networks & Telecoms at ESTM Dakar from Oct 2006 to Aug 2009.
Availability
Location
SenegalAuthorized to work in
Job categories
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