Aifa Imane
Customer Care, Commercial Communication Trainer & Call Center Team Leader
Academic background: Master's Degree in Organizational Communication with hands-on call center leadership experience.
About & Background
Specialist in commercial communication and call center team leadership. Combining organizational theory with direct operational experience to optimize confirmation rates, delivery follow-up, and client care.
Areas of Expertise
Pedagogical Approach
A field-tested approach centered on call recording audits, local case studies, and intensive phone simulations.
Field Impact & Achievements
- Supervised high-volume confirmation and tracking teams in competitive e-commerce niches.
- Designed and implemented Call Quality Assurance (QA) scorecards.
- Coached customer support agents on de-escalation and converting complaints into brand loyalty.
Affiliated Programs & Consultations
Customer Care Excellence, Order Confirmation & Call Center Management
An intensive operational program to professionalize phone communication, maximize order confirmation rates, and turn your customer service into a loyalty driver.
Operational Deliverables
- Ready-to-use confirmation & follow-up scripts
- Call Quality Assurance Scorecard
- Live simulation workshops for handling customer objections
Request coaching with Aifa Imane
We assess your team's needs and match you with the right program.