Edina Braekevelt

Managed CRM operations and coordinated onboarding of new coworking partners, ensuring accurate system setup and smooth integration into the network. Provided daily support to customers and partners via email and phone, resolving booking, account, and operational inquiries efficiently.

Oversaw billing, invoicing, and administrative follow-up, maintaining accurate financial records and supporting internal reporting. Performed website updates (HTML), contributed to technical documentation, and assisted with platform improvements. Coordinated social media communication and supported the online presence of the coworking network to enhance visibility and engagement.

Led and managed the Moroccan branch, overseeing both the web development team and the bilingual customer support teams (French and Flemish). Responsible for daily operations, team coordination, performance management, and ensuring service quality standards were met. Acted as the link between headquarters and the local office, aligning strategic objectives with operational execution. Supervised project planning, workload distribution, and team development, while ensuring client satisfaction and efficient CRM system delivery for real estate agencies.

Coached and guided customer support agents within telecom accounts to improve service quality and performance. Monitored calls and interactions, provided structured feedback, and delivered targeted coaching sessions to enhance communication skills, problem-solving abilities, and customer satisfaction. Supported agents in meeting KPIs such as first-call resolution, handling time, and quality scores. Assisted team leaders in performance improvement plans and contributed to continuous process optimization within the customer service department.