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Justine Saide

Justine Saide

Operations analyst - Process and tools specialist

Technology / Internet

Montréal, Montréal

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About Justine Saide:

I have been working for over 5 years in SaaS companies, primarily in project management. For the past 3 years, I have been responsible for internal Operations, specializing in processes and tools.

I am also certified in Lean Six Sigma (Yellow Belt) and had the opportunity to participate in the implementation of a new CRM tool (Salesforce) for a company with 900 employees, which required strong technical skills, adaptability, and communication. My ability to understand and effectively solve problems, along with my analytical mindset, enable me to build processes that benefit all stakeholders.

Experience

Customer Success Operations Analyst - PayFit

2020-2023

🔁 PROCESS
- Identify opportunities to improve processes by building a strong relationship and field knowledge with Customer Success teams 
- Discover and build processes in Zendesk, Salesforce or appropriate tool depending on teams' needs
- Ensure adoption through training and documentation with help of Enablement teams
- Build and maintain rituals around improvement roadmap on our main tools

🛠 TOOLS
- CRM : Salesforce (after migration from Zendesk) optimization to improve efficiency for the teams > process builders, flows, omni channel, reporting...
- Enablement : Notion, Loom to deliver information to teams and support adoption of new processes and tools.
- Identify, benchmark and test new tools that could help our CS teams (Mayday, Textexpander...)

📊 ANALYTICS
Google sheet and SQL to analyze trends, check adoption or detect optimization opportunities

Education

  • Master in Digital Marketing - IESEG school of Management - 2016/2018
  • Exchange semester at BCIT, British Columbia, Canada - 2015/2016
  • License in School of Management Leonard de Vinci - 2013/2016

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