Manal.cv

Casablanca, Morocco

Hi, I'm Manal — Key Account Manager& Functional Project Manager

I manage strategic client portfolios and lead AI projects that automate customer service or assist agents — from the initial need to production.

View ProjectsGet in Touch

Move your cursor through the grid — or give it a click.

Certified Scrum Master · Generative AI

  • Certified Scrum Master
  • Generative AI
  • Agile delivery
  • BPO & CX

01

About

Functional Project Manager and Key Account Manager, Certified Scrum Master. I work in an agile way: I test fast, validate with the client and iterate. I manage a client portfolio in e-commerce, healthcare, insurance and banking, and I lead AI projects that automate customer service or assist agents.

Education

Master's Degree in Logistics Management

ENCG — National School of Business and Management, Casablanca

2018 — 2023

Annual budget managed
$10M
People across accounts
500–600
Industries: e-commerce, healthcare, insurance, banking
4

02

Experience

  1. Functional Project Manager · Outsourcia Group

    ~1 year · Present

    Casablanca, Morocco

    Interface between operations teams, the client and the Tech Lead on innovation and AI projects, within the scope of the Chief Innovation Officer. I follow each project closely, from the initial need to production release.

    Scoping & analysis

    • Identify client needs on the ground with operations teams, turn them into processes and explain them to the Tech Lead.
    • Carry out functional and technical analysis of client requirements.
    • Assess impacts and identify risks.
    • Coordinate and run project kick-off meetings.

    Design & configuration

    • Configure and optimize flows, set up processing chains and configure the required components.
    • Lead initiatives with agile methods to quickly test, validate and deploy new service ideas.

    Acceptance testing & go-live

    • Lead acceptance phases: unit, qualification and non-regression testing.
    • Closely monitor production deployments to ensure a smooth transition and minimize service interruptions.
    • Contribute to integrating AI into customer and agent journeys (CX/AX) to improve operational efficiency and client ROI.

    Specifications, testing & functional follow-up

    • Gather, analyze and validate business needs with stakeholders.
    • Write functional specifications, business rules and user journeys.
    • Translate business needs into requirements that IT teams can understand.
    • Design and run functional test scenarios; identify defects, track their fixes and validate them.
    • Validate application deliverables against business requirements and track functional progress.
    • Manage changes and keep documentation up to date.

  2. Account & Client Relationship Manager · Outsourcia Group

    08/2024 — Present

    Casablanca, Morocco

    Management of a portfolio of strategic BPO clients, B2B and B2C, in e-commerce, healthcare, insurance and banking (confidential clients). Scope: teams of 500 to 600 people, budget up to $10M a year.

    Client relationship & production management

    • Align service production with each client's requirements, SLAs and KPIs in a BPO environment, meeting or exceeding targets.
    • Manage relationships with stakeholders (clients, operations, leadership) and run the planned meetings with each.
    • Maintain continuous follow-up with operations teams to keep a global view of production and anticipate deviations.
    • Understand client needs and translate them into concrete actions for production teams.

    Governance & reporting

    • Organize monthly steering committees with the CDO.
    • Prepare and lead quarterly and half-yearly Account Business Reviews, internally and with the client.
    • Track portfolio performance, set performance milestones and analyze each account's ROI every month.
    • Run tracking and reporting with Power BI, Notion and ClickUp.

    Contracts & business development

    • Negotiate and refine contracts and Statements of Work (SOWs) to meet the needs of all stakeholders.
    • Gather requirements for new business lines and new services, and explore opportunities to generate growth.
    • Build detailed account plans: key relationships to nurture, identified opportunities and expected revenue.
    • Offer existing clients AI solutions that automate agent tasks or assist teams in handling requests.

    Risks & innovation

    • Proactively identify risks and deploy diversification strategies to protect key assets.
    • Lead innovation initiatives with agile methods to quickly test, validate and evolve new service ideas.

  3. Production Demand Planner · Leoni Wiring Systems

    05/2023 — 07/2024

    • Manage demand forecasting and customer order planning, aligned with production capacity and inventory levels.
    • Maintain strong relationships with customers, sales and production to optimize inventory and order management.
    • Analyze demand trends and market data to improve forecast accuracy and production schedules.

  4. Customer Service Representative · Xceed

    04/2021 — 07/2022

    • Analyze customer needs and gather requirements for new business lines and service expansions.
    • Monitor overall portfolio performance and contribute to roadmaps and account plans (key relationships, growth opportunities, revenue forecasts).

03

Projects

AI projects delivered in production for clients under NDA, run alongside the Tech Lead. I handled functional design and project management.

Education

Conversational AI Platform

Conversational platform integrated with Microsoft Dynamics 365 Customer Service, with a multi-agent RAG architecture and business tool orchestration. Conversation context management, handoff to a human agent and CRM integration.

My role. Identifying needs with operations teams, translating them into processes and functional requirements, then following the project with the Tech Lead.

  • Dynamics 365
  • Multi-agent RAG
  • CRM
  • Human handoff

Automotive

Real-time Agent Assist

Real-time assistance system for customer relationship center agents. Business APIs and CRM integrated in a low-latency Azure architecture, with conversational pipelines that support the human agent.

My role. Scoping operations teams' needs, formalizing processes and requirements, and following progress and end-to-end deployment.

  • Azure
  • Agent Assist
  • Low latency
  • APIs

Healthcare

Medical Tele-Secretary Platform

Replatforming of a medical tele-secretary platform: automated appointment booking and management, NLP pipelines for transcription, intent classification and information extraction, secure API integrations.

My role. Gathering business needs, designing the processes to automate and closely following the AI workstream with the Tech Lead.

  • NLP
  • Booking automation
  • Intent classification
  • Secure APIs

AI solution suite for customer service

An end-to-end ecosystem offered to the portfolio's existing clients, with two approaches: autonomous solutions that take over agent tasks, and AI assistants that help agents handle requests faster and better.

Before the interaction

01

Prepare, equip, anticipate

  • Omnichannel orchestratorAssists the agent

    Gives the agent real-time answers and enriched knowledge.

  • Voice AI agentAutonomous

    Understands, routes and resolves customer requests 24/7.

  • AI chatbotAutonomous

    Autonomous conversations, with smooth escalation to an advisor when the human touch matters.

During the interaction

02

Orchestrate, understand, deliver

  • Real-time agent assistantAssists the agent

    Instant answers and enriched knowledge during the conversation.

  • Multi-agent orchestrationAutonomous

    Coordinates several AI agents to handle complex journeys.

  • Process automationAutonomous

    Executes tasks and streamlines operations.

  • Sales intelligence

    Turns conversations into opportunities.

  • Central agentic engine

    Makes all the solutions work together.

After the interaction

03

Learn, improve, scale

  • Quality AI

    Monitors quality at scale, detects intent and drives continuous improvement.

  • Voice of the customer AI

    Captures signals, decodes sentiment and turns feedback into action.

  • Decision analytics AI

    Forecasts demand, optimizes staffing and provides decision dashboards.

Support functions

04

For teams and managers

  • Recruitment & training AI

    Recruits, assesses and trains at scale.

  • Manager copilotAssists the manager

    Performance insights and actions to take.

  • Workforce AI

    Forecasts demand, adjusts staffing and provides decision dashboards.

04

Skills

Accounts & Projects

  • Client relationship management
  • Contract & SOW negotiation
  • SLAs & KPIs
  • Account plans
  • Risk management
  • Business development

Methods

  • Scrum
  • Agile
  • Project governance
  • Process mapping
  • Functional requirements
  • Time & priority management

AI & Customer Experience

  • Conversational AI
  • Agent Assist
  • RAG solutions
  • CX / AX journeys
  • Acceptance testing
  • Functional specifications

Tools

  • Power BI
  • Notion
  • ClickUp
  • Microsoft Office

Certifications

  • Certified Scrum Master

    International Scrum Institute — 2025

  • Career Essentials in Generative AI

    Microsoft & LinkedIn

  • KICKOFF™ Predictive Project Management

    Badge

  • Generative AI Overview for Project Managers

    Certificate

Languages

  • ArabicNative
  • EnglishProfessional
  • FrenchAdvanced

05

Let's work together.

Have an account to grow or an AI project to bring to production? I'd love to hear about it.

manalnahal2000@gmail.com+212 680 555 323

Casablanca, Morocco