Jalele ACHOUR

Team Leadership: Directing and managing a team consisting of employees, freelancers, interns, and contractors. Quality Customer Service: Achieved 100% customer satisfaction (see Trustpilot and Google reviews). Acquired over 1,000 clients in less than 4 years. Operational Management: Efficiently supervising agency operations, ensuring regulatory compliance, and problem resolution. Strategy and Planning: Developing growth strategies, setting short-term and long-term goals, and strategic planning. Market Expertise: In-depth knowledge of the loans and insurance sector, with the ability to track industry trends and adapt to market needs. Agency Creation and Development: Market research and identification of opportunities. Obtaining regulatory certifications such as IFP, IAS NV1, and IOBSP NV1. Establishment of the Leafin brand and the agency as an SAS entity. Registration with ORIAS for the agency. Development of various offerings, including Financial Coaching, Loan and Insurance Brokerage, and Crowdfunding. Project management (website creation and tool implementation). Implementation of customer service via Zendesk and sales operations with HubSpot. Creation of printed materials such as flyers, business cards, and banners. Creation and management of accounts on various social media platforms including Linkedin, Facebook, Twitter, Instagram, YouTube. Establishment of over 35 commercial partnerships with wholesale insurance brokers and banks.

Took over and currently lead a team of project managers in charge of quality monitoring, the knowledge base, and telephony (Kiamo tool). Provided support on ongoing projects such as the redesign of the knowledge base, updates to the Kiamo telephony system, and improvements to quality tracking. Offered operational support to ensure continuity during staff absences and internal transitions. Contributed to identifying areas for improvement in customer pain points, performance indicators, and existing processes. Helped prepare analytical deliverables and reporting tools to support decision-making.

Financial management and profitability: Oversight of P&L (Profit & Loss) for services to ensure profitability, with a focus on cost reduction while maintaining high-quality standards. • Cost optimization: Implementation of effective strategies to reduce operational costs, maximize productivity, and improve profit margins. • Team management: Leadership and supervision of a team of 10 members, including employees, freelancers, and service providers. Ensured motivation, performance tracking, and achievement of set objectives. • Recruitment and training: Selection and onboarding of talent based on client needs and project requirements. Organized training programs to enhance team skills and expertise. • Client account management: Built and maintained strong relationships with clients, providing strategic guidance, tailored solutions, and proactive issue resolution. • Pre-sales and client acquisition: Actively participated in pre-sales phases, including needs analysis, drafting of commercial proposals, and contract negotiation. • Project management: Planned, coordinated, and monitored customer relationship outsourcing projects, ensuring compliance with deadlines, budgets, and quality goals. • Process and tool optimization: Integrated modern tools and methodologies to improve operational performance and deliver a seamless customer experience. • Results-oriented approach: Established clear KPIs to assess client satisfaction, team performance, and operational efficiency.

Risk and Compliance Management: Ensure customer relationship operations comply with regulatory standards, including data protection requirements (GDPR), in coordination with internal control and compliance teams. Customer Experience Management: Guarantee an optimal customer experience by analyzing feedback and implementing continuous improvement plans. Monitor and drive the Net Promoter Score (NPS) and other qualitative indicators (Quality Score – QS). Financial Management: Monitor and optimize the P&L by controlling customer service-related costs while maximizing profitability. Participate in drafting RFPs for outsourced or subcontracted customer relationship activities. Recruitment, Training, and Team Management: Supervise a team of 200 people, including employees, managers, apprentices, and external providers, ensuring their skill development through regular training. Create a motivating work environment and monitor team performance. Process Digitalization: Lead digital transformation projects aimed at automating and improving customer relationship management processes. Customer Acquisition: Oversee outbound call campaigns targeting existing and potential customers. Customer Relationship Management: Manage omnichannel customer requests, ensuring smooth service delivery and efficient contract management across multiple channels.

Audit of the existing situation Supervision of around a hundred employees in the daily execution of operations. Design and implementation of continuous improvement strategies, leading to an increase in customer satisfaction. Co-development and management of cost reduction initiatives, resulting in annual savings of several hundred thousand euros. Building trusted relationships with key clients and effective resolution of issues and concerns. Close collaboration with the marketing and sales departments. Implementation of more efficient operational processes, reducing processing times (digitalization project) and improving productivity.

Management of the outsourced customer relations center (Tunisia / Madagascar) • Development and implementation of Customer Service procedures, • Ensuring customer satisfaction through quality service, • Managing activities with precise qualitative and quantitative performance indicators, • Identifying and implementing strategies aimed at improving service quality, productivity, and profitability, • Defining tool developments and managing various projects by arbitrating business and quality priorities, • Controlling changes in procedures impacting Customer Service (billing, collection, etc.), • Liaising with company management to support and implement growth strategies, • Managing, evaluating, and overseeing the performance of Internal Customer Service teams.

Definition and implementation of the commercial, marketing, and communication strategy Creation of the company's institutional website Creation of communication materials (web and print) Participation in and organization of events (CRM Meeting, Customer Experience Breakfast by Tersea, Agora of Sales Directors) Consulting for Tersea's clients on the creation and improvement of their customer service.

Growing and retaining customer business Participated in the redesign of the customer experience Management of a team of 140 people - 17 countries - 12 languages Realization of an audit of the existing, definition and implementation of new strategy of customer service, realization of forecasts, writing and optimization of procedures, participation to change our call center outsourcing and change Customer service tools (Right Now and Diabolocom)

- Growing and retaining customer business Won the “Grand Prix du prépayé”, “Trophée des cartes innovantes” in 2014 and "Elu service client de l'année 2017" Over 3,000 new customers thanks to a sales campaign through Vente Privée (online flash sales) achieved 100% service quality level. - Creating the service, defining and implementing the strategy, designing and improving procedures, processes and CRM, contributing to the redesign of the website and mobile application, organising the invitations to tender for the out-sourcing of the call centre and project management. - Supervising the handling of B to B and B to C enquiries: opening customer accounts, dealing with disputes, providing technical assistance Community management, supervising 12 staff: recruiting, training, setting and tracking objectives Defining and tracking KPIs, member of the management committee. - Developing new international markets Entered 100 countries in 6 months - Rolling out the business strategy, leading new business efforts, replying to invitations to tender, designing and implementing webmarketing plans, creating new services, visiting customers, presenting solutions, negotiating and signing off on contracts, sales administration, reporting

- Creating and managing the international business operations increased annual turnover by 20% Contracts worth between €3k and €300k Customers managed included Telecom Tunisiana, Tekora, Mobiletag, the Ministry of Agriculture, Carrefour, AT&T, Havas Winner of the VAS competition organised by Tunisiana Winner of the UTICA “Mobile Award de l’Innovation”. - Defining the business plan, drawing up and implementing the business, marketing and digital strategies, recruiting and managing 25 staff, creating tools and procedures, developing and running community management, introducing and tracking performance indicators, financial control - Analysing customer needs and offering advice, driving and managing marketing and digital communications initiatives, ensuring respect of delivery times and budgets, acting as key customer interface, dealing with customer issues.