Badr Kabbadj

Experience

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  FUSION BPO SERVICES

  May 2012 - Nov 2012

  Assistant to Marketing Manager

  • Contributed to the company’s bilingual content strategy by translating English materials into French, ensuring linguistic accuracy and cultural relevance. • Assisted in maintaining consistent messaging across various channels, supporting the company’s efforts to engage a French-speaking audience effectively.

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  O'Currance Teleservices, Inc.

  Feb 2014 - Apr 2015

  Quality Analyst / French language consultant

  Key Achievements • Conducted detailed audits of customer interactions in French, identifying key areas for improvement and increasing overall service quality. • Analyzed trends in customer interactions, identifying recurring issues and providing strategic recommendations to enhance language and communication practices. • Ensured consistent and accurate French language use across all customer touchpoints, contributing to a more effective and seamless bilingual service. Show less

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  Orange

  Nov 2015 - Oct 2021

  Sales and User Service Representative

  Key Achievements:Consistently exceeded sales targets while maintaining exceptional customer satisfaction scores.Delivered personalized service that built strong client relationships and fostered loyalty.Received recognition for exemplary customer service and outstanding sales performance.Key Responsibilities:Promoted and sold a range of products and services, including insurance products, while focusing on enhancing the overall user experience.Acted as the primary point of contact, resolving users inquiries and issues promptly with professionalism and empathy.Managed administrative tasks, including account updates, service activations, transactions, and compliance with underwriting guidelines.Collaborated with clients to recommend tailored solutions, ensuring alignment with their needs. Show less

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  Orange Maroc

  Oct 2021 - Sept 2024

  Project manager Customer Experience Center / UX researcher

  Orange is a global telecom leader, serving over 200 million customers and driving user experience through dedicated research centers.Key Achievements • Provided strategic actionable recommendations that improved users journeys and enhanced overall satisfaction across all channels, including in-store experiences, websites, mobile applications, and contact centers. • Supported project teams during user journey design with expert insights and post-implementation evaluations to ensure seamless user experiences. Key Responsibilities • Conducted comprehensive user research to enhance customer experiences by identifying pain points and simplifying user journeys. • Designed and executed research initiatives, including 10+ usability tests, 50+ user interviews, and 8 surveys, to uncover actionable insights for improving user experiences. Core Activities •Managed external vendors for large-scale quantitative research projects, overseeing datasets of 300+ responses and ensuring timely delivery of results. • Led 10+ focus groups, 50+ interviews, and 6 field studies, including mystery shopping, to gather qualitative insights into customer behavior. • Analyzed data to create detailed reports and presented findings to stakeholders for informed decision-making. • Managed testing environments, including prototypes, devices, and test lines. Show less