Disponible
YACOB LAKROUT
Senior Customer Success Manager
Barcelona
Profil professionnel
Customer Success & Middle Office Specialist (French) – Resolving complex disputes, improving client satisfaction, and driving cross-functional operations
Vue d'ensemble
14
14
years of professional experience
Expérience
Customer Care & Middle Office Specialist
Exaprint
Montpellier & Barcelona
2016.05 - 2026.02
- Manage a high-volume portfolio of 60+ B2B clients, ensuring seamless billing, data integrity, and CRM accuracy
- Serve as the primary point of contact for complex B2B support, achieving a consistent 96% customer satisfaction rate
- Optimize operational workflows between front and back office, resulting in a 25% improvement in process efficiency
- Identify and execute upsell opportunities by analyzing client usage data and business needs
- Lead dispute resolution and escalations, ensuring professional handling of sensitive commercial accounts
Social Benefits Assistant
Caisse d'allocations familiales
Montpellier
2015.04 - 2015.10
- Managed beneficiary rights and social benefit accounts (housing aid, family allowances) within strict regulatory frameworks
- Performed rigorous compliance checks on supporting documentation to ensure legal and financial accuracy
- Coordinated with internal departments to resolve missing data issues and ensure timely case processing
- Maintained high data quality standards in internal CRM systems for precise benefit distribution
Claims Manager
Mastercard
Aix en provence
2012.02 - 2014.09
- Managed the end-to-end processing of insurance claims related to bank card coverage under strict SLA deadlines
- Conducted detailed analysis of policy terms and claim eligibility to validate payouts and prevent fraud
- Resolved complex customer disputes and escalations, maintaining protessional service standards
- Implemented structured case review methods that significantly reduced processing errors
Formation
Two-Year Vocational Degree - Banking and Financial Services
Unit de Montor
MontpellierBachelor -
Lycle jeans Dumas
Compétences
- SportDataV
- Compliance
- Quality Control
- Customer Success
- Account Retention
- Problem Solving
- Soft Skills
- Organizational Rigor
- Reliability under Pressure
Langues
French
Langue maternelle
Spanish
Courant
English
Opérationnel
Préférences en matière d'emploi
Type d'emploi
Temps pleinPréférence en matière de lieu
HybrideChronologie
Customer Care & Middle Office Specialist
Exaprint
2016.05 - 2026.02
Social Benefits Assistant
Caisse d'allocations familiales
2015.04 - 2015.10
Claims Manager
Mastercard
2012.02 - 2014.09
Two-Year Vocational Degree - Banking and Financial Services
Unit de Montor
Bachelor -
Lycle jeans Dumas