Teo Paul Diarra
Málaga
Summary
Experienced customer support and customer experience professional specializing in healthcare and medical technology. Expertise in connecting technical teams with end users, enhancing customer journeys, and monitoring key performance indicators. Fluent in French, English, and Spanish, delivering exceptional support and driving process improvements.
Overview
2
2
Languages
1
1
year of post-secondary education
9
9
years of professional experience
Work History
Subject Matter Expert (SME), French Healthcare & Medicine
CENTIFIC
10.2025 - Current
- Review and validate medical content, training materials and regulatory documents to ensure clinical accuracy.
- Provided clinical and scientific expertise to cross-functional teams, enhancing product development effectiveness.
- Contribute to the design of clinical trials by defining patient-safety protocols and endpoints.
- Monitored compliance with medical regulations and healthcare industry standards to ensure adherence and mitigate risks.
- Bridge the gap between technical developers and clinical end users to optimize healthcare software.
Customer Support Operations Manager | Customer Experience | Service Quality
FOUNDERVER
Madrid
01.2021 - 10.2025
- Optimized support workflows, increasing team productivity by 30%.
- Increased average CSAT scores from 75% to 87% through targeted coaching.
- Automated repetitive tasks with Product and Engineering teams to streamline operations.
- Standardised support quality by implementing a QA framework.
- Mapped customer journeys to eliminate friction and enhance onboarding experience.
- Designed scalable processes to handle high ticket volumes efficiently.
- Standardized support quality by implementing a QA framework.
- Created internal knowledge bases to reduce ticket volume by 15%.
Customer Success & Retention Specialist
OPTIMUM CUADRADO
Valencia
11.2019 - 11.2020
- Managed post-sale customer lifecycle, enhancing onboarding experience and driving product adoption.
- Reduced churn by proactively monitoring account health and fostering strong client relationships.
- Acted as the primary contact for French and international clients, building long-term trust.
- Conducted Quarterly Business Reviews (QBRs) to strategically align product offerings with client objectives.
Trilingual Customer Support / Technical Support Specialist
MSX
Valencia
01.2018 - 12.2018
- Provided real-time support fluently in French, English and Spanish.
- Escalated software bugs and product defects to Engineering teams to facilitate timely resolution.
- Managed multichannel inbound enquiries, achieving high customer satisfaction through effective communication.
- Onboarded new users and de-escalated customer complaints, ensuring positive customer experiences.
- Escalated software bugs and product defects to Engineering teams.
- Maintained internal knowledge bases and translated external help-center articles.
Education
Bachelor - Turism / Communication / Marketing
Tunon Montpellier
Montpellier , France 09.2016 - 01.2018
Baccalaureate - Social and Economic Sciences
Nîmes High School
NîmesSkills
- Clinical Data Analysis
- Regulatory Compliance Review
- Clinical Workflow Optimization
- Quality assurance
- Process improvement
- Support operations management
- Customer retention
- Experience improvement
- Training and onboarding
- Stakeholder communication
- Team leadership
- Incident management
- Bilingual Client Engagement
Personal Information
- Title: Trilingual Customer Support Operations Manager | Customer Success | Healthcare SME
- Date of Birth: 1998-08-17
- Driving License: Category B
- Work Permit: Eligible to work in Spain
- Visa Status: Eligible to work in Spain
Languages
- Title: Trilingual Customer Support Operations Manager | Customer Success | Healthcare SME
- Date of Birth: 1998-08-17
- Driving License: Category B
- Work Permit: Eligible to work in Spain
- Visa Status: Eligible to work in Spain
Additional Information
- Title: Trilingual Customer Support Operations Manager | Customer Success | Healthcare SME
- Date of Birth: 1998-08-17
- Driving License: Category B
- Work Permit: Eligible to work in Spain
- Visa Status: Eligible to work in Spain
Languages
French, Spanish
First Language
English
Advanced
C1
Timeline
Subject Matter Expert (SME), French Healthcare & Medicine
CENTIFIC
10.2025 - Current
Customer Support Operations Manager | Customer Experience | Service Quality
FOUNDERVER
01.2021 - 10.2025
Customer Success & Retention Specialist
OPTIMUM CUADRADO
11.2019 - 11.2020
Trilingual Customer Support / Technical Support Specialist
MSX
01.2018 - 12.2018
Bachelor - Turism / Communication / Marketing
Tunon Montpellier
09.2016 - 01.2018
Baccalaureate - Social and Economic Sciences
Nîmes High School