Karim El Otmani

MARCH 2025 - PRESENT

Customer Experience Specialist - Neo Financial

• Maintained a 95% customer satisfaction (CSAT) score while handling 50+ daily inquiries regarding account balances, credit, and new product applications.
• Managed 30+ daily support cases for credit card modifications, resolving 90% on the first contact.
• Provide primary support via phone, utilizing email to confirm transactions, gather missing information, and send guides to customers.

OCTOBER 2024 - SEPTEMBER 2025

LMIR Specialist - Amazon

• Managed ~15 high-priority incidents per week, coordinating with 3 internal teams and local authorities to achieve a 98% resolution within the first 24 hours.
• Provided support and solutions to drivers, customers, and community members affected by incidents.
• Coordinated responses with local authorities and internal teams during live events.
• Identified and escalated potential crisis situations to management.

AUGUST 2024 - OCTOBER 2024

Resolution Specialist - Amazon

• Acted as a subject matter expert supporting customer service for French and Belgian markets.
• Managed communication between associates and leadership using ticketing systems.
• Identified a recurring payment-error trend; my analysis and proposed solution led to a fix that reduced related customer contacts by 15%.

OCTOBER 2022 - AUGUST 2024

Admin Specialist - Amazon

• Developed and automated 3 new Power BI dashboards to track operational KPIs, reducing manual reporting time by 10 hours per week and improving management's access to real-time data.
• Engineered a data collection process using Python to consolidate data from 4 internal tools, improving data accuracy by 25% for business analysis.
• Monitored real-time performance metrics to ensure operational efficiency.

AUGUST 2020 - JULY 2022

Assistant Store Manager - PIRI PIRI / YUZO (CANADA)

• Assisted in daily store operations, including opening and closing procedures, cash handling, and sales reporting.
• Implemented a new inventory tracking system that reduced food waste by 10% and saved an estimated $1,500 per quarter.
• Supervised and trained store staff, managed scheduling, and ensured high standards of customer service.
• Addressed customer inquiries and resolved complaints to maintain customer satisfaction and loyalty.

Personalized AI Learning Tutor (Tiny-LLM)

• Designed and prototyped an AI-powered tutor for a personalized educational experience by fine-tuning and implementing a tiny Language Model (tiny-LLM).
• Developed a backend to manage user interactions and serve model responses.
• Technologies: Python, Scikit-learn, Pandas, Numpy, Flask, MongoDB.

E-commerce Data Scraping (TikTok Shop)

• Developed a web scraping tool to extract product information, pricing, and review data from TikTok Shop for market analysis and trend identification.
• Cleaned and structured the collected data for analysis and visualization.
• Technologies: Python, BeautifulSoup, Pandas.

Interactive Business Intelligence Dashboard

• Created a comprehensive, interactive dashboard in Power BI to analyze sales data, track Key Performance Indicators (KPIs), and provide actionable insights for business stakeholders.
• Connected to multiple data sources, performed data modeling, and utilized DAX for complex calculations.
• Technologies: Power BI, SQL, DAX.

UIR

Executive Master, Data Science for Finance

2023 - 2025

UNIVERSITY IBN TOUFAIL- ENSA

Specialized university degree, Business Intelligence Statistics and Big Data

2023 - 2024

INTED- WES'SUP

Bachelor's degree in SME Management

2018