Latifa Afitou

510-***-**** adzejf@r.postjobfree.com www.linkedin.com/in/latifa-afitou Bay Area, California SUMMARY:

Experienced Customer Success Lead with a demonstrated track record of delivering exceptional customer support and building strong client relationships. Skilled in identifying customer needs, resolving issues, and maximizing customer satisfaction. Highly motivated and result driven.

SKILLS:

● Unwavering customer-focus

● Upselling and cross-selling

● Problem-solving and conflict resolution

● Proficient in Google Workspace and Microsoft

Office Suite

● E-commerce knowledge and understanding

● Expertise in using Zendesk, SugarCRM, Jira,

Siebel, Slack, Dropbox

● Data analysis with Excel and Google Analytics

PROFESSIONAL EXPERIENCE:

Personal Sabbatical, Rabat, Morocco & San Francisco Bay Area, CA January, 2023- June, 2023

● Transitioned from Rabat, Morocco, to California; applied for and secured U.S. Conditional Resident (CR1) immigration and work authorization visa.

Customer Success Consultant, Meknes, Morocco July, 2021 - October, 2022

● Implementing customer success strategies to enhance and maintain service SLAs, AHT, and customer satisfaction.

● Managing customer interactions and recording essential information through call center software and CRM systems.

● Actively listening to customers, identifying their concerns, and addressing them with accuracy and professionalism.

● Collaborating with cross-functional teams to deliver comprehensive solutions to clients.

● Conducting customer training sessions to maximize product adoption and usage. Automotive Transformation Group, UK November, 2017 - June, 2021 Senior Customer Success Manager - Dubai Office May, 2019 - June, 2021

● Leading a team of 5 Customer Success Specialists, within a SaaS based company. Identifying action, and/or providing advice on how to improve business input metrics that drive growth. Training new and excisting customer success executives to drive and focus on high customer satisfaction and engagement.

● Working closely with sales teams, account managers and directors to enhance customer requirements and needs to a portfolio of 19 key accounts across 10 different countries across MENA and APAC regions, including GM, and national distributors for Toyota, Lexus, Honda, Jeep, Stellantis, Ford, Land Rover, Jaguar, and Lincoln, with a purpose of building and developing vehicle online selling platforms tailored to each brand, model, and market requirements.

● Developing and implementing customer success strategies to increase and maintain customer satisfaction rates at 96%, while offering omnichannel support, hours of coverage, service SLAs, CSAT, and AHT.

● Expertise in resolving and escalating issues while interacting with both internal teams and external clients.

● Utilizing data driven insight to identify trends, areas of improvement, by providing ongoing KPI reports, with regular appraisals to review plan progression for the customer success team.

● Created knowledge base articles and support documentation to improve customer self-service capabilities. Customer Success Specialist - Dubai Office November 17 - May, 2019

● Demonstrate ability to manage multiple accounts, ensuring each customer receives personalized attention and support. Responsible for managing 15 distributors under General Motors Middle East, covering 8 countries, 58 websites, and 2 languages (English and Arabic), and served as intermediary between GM and the distributors network.

● Build and continue to strengthen relationships with dealer-clients, while providing recommendations, guidance and insight in line with their strategy. Provided ongoing support and day-to-day management of all issues and requests.

● Coordinate monthly f2f meetings to review client expectations & goals; provided regular performance reports. Proven track record of identifying upselling and cross-selling opportunities, contributing to revenue growth.

● Familiarity with customer success tools and platforms, including Zendesk and SugarCRM.

● Ability to work collaboratively with cross-functional teams to improve product offerings and address customer pain points, tailored solutions to meet their unique business requirements. Groupe Crédit Agricole du Maroc, Finance Intern, Morocco June – August 2016

● Performed transactions through the customer's account using a developed software.

● Translate financial statements from IFRS to GAAP.

● Welcome new customers, assist them, and cater to their needs. EDUCATION:

University of Wollongong, Master of International Business, Dubai, U.A.E. December, 2019 Al Akhawayn University, Bachelor of Business Administration, Ifrane, Morocco. June, 2016 LANGUAGES:

English, French, & Arabic: excellent command & native speaker (oral and written). Spanish: basic knowledge