Soukaina Akhermouch
Customer Engagement Manager
Summary
Operations & Customer Engagement Professional with 9+ years of experience in call center management, customer service, and project management. Skilled in optimizing operations, enhancing customer satisfaction, and driving client retention. Proficient in data analysis, reporting, and account management with a focus on achieving results and fostering long-term relationships. Experienced in cross-selling and upselling to support business growth across various industries, including healthcare, beauty, and technology.
Overview
2025
2025
years of professional experience
3
3
Languages
Work History
Customer Engagement Manager
Brau Clinic
7 2023 - Current
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns
- Implemented targeted outreach campaigns, leading to increased customer acquisition and long-term relationships.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Assisted with negotiations and sales closings.
- Compiled and analyzed data to determine approaches to improve sales and performance
- Plan, execute, and oversee projects to ensure they are completed on time, within budget, and to the specified quality standards
Operations and Customer Experience Supervisor
TruDoc Healthcare LLC
08.2020 - 07.2023
- Lead, communicate and motivate the team to perform & achieve targets contributing to the company's objectives
- Prepare the department & the team KPIs, and ensure the performance objectives are met
- Streamlined call center processes to improve response times and reduce customer complaints, enhancing the overall customer experience.
- Define and enhance the Call Center policies, processes, and workflows
- Hire, onboard & train the new employees
- Prepare forecasts and shift rosters per load variations and ensure shifts are allocated to team members appropriately
- Handle the complaints/escalations and take ownership by solving the issues faced according to the complaint management policies and procedures
- Managed key customer experience improvement projects, from planning through execution, ensuring timely completion and alignment with business goals.
- Analyzed customer feedback and service metrics to identify trends and implement operational improvements.
Customer Care and Operations Coordinator
TruDoc Healthcare LLC
01.2019 - 08.2020
- Coordinated day-to-day customer service operations, ensuring seamless service delivery and consistently high levels of client satisfaction.
- Assessed customer calls to determine the scope of services required and ensure appropriate action.
- Delivered exceptional customer service, ensuring customers' happiness and meeting their expectations with every interaction.
- Utilized CRM software to track customer interactions, ensuring accurate data collection and insights for informed decision-making and performance monitoring.
- Facilitated access to care by providing interventions, scheduling follow-up appointments, and ensuring proper referrals, including to emergency services.
- Optimized communication workflows between clients, support teams, and service providers to resolve issues promptly and efficiently.
Senior Beauty Consultant & Advisor
Dermalogica Beauty
03.2018 - 12.2018
- Delivered personalized beauty consultations, assessing clients needs and recommending appropriate products/ treatments.
- Built strong client relationships by offering exceptional service, fostering customer loyalty, and increasing repeat business.
- Demonstrated product usage and techniques to clients, leading to increased product sales and customer satisfaction.
- Stayed up-to-date on new beauty trends and product launches, ensuring clients received the latest advice and recommendations.
- Managed inventory, ensuring product stock levels were maintained and promoting in-store promotions or special offers.
Operations Manager
TACOS DE LYONA
07.2017 - 02.2018
- Worked in a matrix management environment with oversight of division-level managers, operations, sales, finance, human resources, safety, and compliance
- Responding efficiently and accurately to restaurant customer complaints
- Organize and supervise shifts & staff attendance
- Calculate and apply knowledge of previous supply needs and forecasted business levels to estimate required supplies
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
Quality Controller
Jelloun Fashion
04.2016 - 06.2017
- Monitored production processes to identify defects or inconsistencies, implementing corrective actions to maintain product quality.
- Improved quality processes to increased efficiency and effectiveness.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Reviewed incoming materials against specifications.
- Trained and mentored junior quality control staff to improve overall team performance and quality awareness.
Customer Sales Executive
Marwa
10.2014 - 03.2016
- Provided excellent customer service by understanding client needs, offering personalized recommendations, and ensuring satisfaction.
- Managed customer inquiries, addressed concerns, and built long-term relationships to drive repeat business.
- Effectively sold significant overstock of inventory, reducing overhead and improving cash flow
- Processed sales transactions, maintained inventory records, and ensured product availability for customers.
- Reached out to customers after completing sales to evaluate satisfaction and determine immediate service requirements
Skills
Call Center Operations
Timeline
Operations and Customer Experience Supervisor
TruDoc Healthcare LLC
08.2020 - 07.2023
Customer Care and Operations Coordinator
TruDoc Healthcare LLC
01.2019 - 08.2020
Senior Beauty Consultant & Advisor
Dermalogica Beauty
03.2018 - 12.2018
Operations Manager
TACOS DE LYONA
07.2017 - 02.2018
Quality Controller
Jelloun Fashion
04.2016 - 06.2017
Customer Sales Executive
Marwa
10.2014 - 03.2016
Customer Engagement Manager
Brau Clinic
7 2023 - Current
Similar Profiles
Christian PotteigerChristian Potteiger
Quality Assurance Inspector at Werk-BrauQuality Assurance Inspector at Werk-Brau
Warren OliverWarren Oliver
General Manager at Schulz Brau BrewingGeneral Manager at Schulz Brau Brewing
Michelle LongMichelle Long
General Manager at O.B.'s Brau HausGeneral Manager at O.B.'s Brau Haus
Katherine CarlsonKatherine Carlson
Customer Engagement Manager at PetsmartCustomer Engagement Manager at Petsmart
Kevin BarryKevin Barry
Customer Engagement Manager at AffiniPayCustomer Engagement Manager at AffiniPay