JIHANE LAABOUB
Ellesmere Port,Merseyside
Summary
Project Manager with a strong background in customer service, team management, and end-to-end project delivery. Skilled in planning, communication, risk management, and coordinating cross-functional teams to meet deadlines and achieve project objectives. Experienced in handling customer needs, resolving issues, and maintaining effective stakeholder relationships. Now looking to return to work and apply a combination of project management, leadership, and customer service experience to deliver successful results.
Overview
3
3
Languages
17
17
years of professional experience
Work History
PARENTAL CAREER BREAK
None
Ellesmere Port
01.2024 - 01.2025
PROJECT MANAGER
PROHAM SARL
Marrakech
08.2021 - 12.2024
- Led end-to-end project planning, scheduling, and resource allocation to deliver projects on time and within scope.
- Coordinated cross-functional teams, ensuring clear task ownership and smooth day-to-day execution.
- Monitored project progress, managed risks, and resolved issues to maintain delivery quality.
- Communicated project updates to stakeholders, aligning expectations and supporting informed decision-making.
- Developed comprehensive project plans, outlining scopes, timelines, and resources, facilitating smooth execution.
- Negotiated contracts with suppliers and service providers, securing favorable terms and quality resources for projects.
- Implemented agile project management methodologies, increasing team flexibility and improving product delivery times.
- Coordinated activities on large-scale to achieve cost-effectiveness.
- Delivered solutions to customers based on comprehensive research and needs analyses.
PROJECT MANAGER ASSISTANT
PROHAM SARL
Marrakech
10.2019 - 07.2021
- Supported project managers in planning, scheduling, and delivering multiple projects on time and within budget
- Coordinated meetings, prepared agendas, and documented minutes to ensure clear communication across teams
- Tracked project progress using tools like Microsoft Excel, Trello, or Asana, identifying risks and delays early Assisted in resource allocation and maintained project documentation, reports, and timelines
- Communicated with stakeholders to provide updates and gather requirements
- Improved workflow efficiency by streamlining administrative and reporting processes Assisted in delivering projects X% faster by improving tracking systems
TEAM MANAGER
AXA INSURANCE
Rabat
04.2009 - 07.2016
- Led and developed a high-performing customer service and claims team, ensuring delivery of AXA's service standards and regulatory requirements.
- Monitored team performance through KPIs, coaching sessions, and quality reviews to drive continuous improvement.
- Managed complex customer or claims escalations, providing clear guidance and ensuring fair, compliant resolutions.
- Collaborated with cross-departmental teams (underwriting, claims, and compliance) to streamline processes and enhance customer experience.
CUSTOMER SERVICE ADVISOR
AXA INSURANCE
Rabat
10.2007 - 03.2009
- Delivered high-quality customer support by handling policy queries, updates, and general insurance enquiries with accuracy and professionalism.
- Assisted customers with claims processes, providing clear guidance and ensuring a smooth, compliant experience.
- Resolved customer issues efficiently, managing complaints and escalations while maintaining AXA's service standards.
- Updated customer records and policy information in internal systems to ensure accuracy and regulatory compliance.
Education
MSc - Project Management
University of the West of England (UWE Bristol)
10-2026
Certificate of Higher Education - Health Sector
Academy for Health and fitness
Ellesmere Port01-2026
Bachelor - Business Management
AUPS Casablanca University
Casablanca07-2019
High School degree (Baccalaureate) - Accounting Management
Marrakech High school
Marrakech06-2006
Marrakech Middle school
Marrakech06-2003
Marrakech Primary School
Marrakech06-2001
GCSE ENGLISH - English Language
CHESHIRE COLLEGE
Ellesmere Port, CHW01-2025
Skills
- Project management and coordination
- Record management
- Agile methodology
- Budget control and tracking
- Risk assessment and management
- Call center operations
- Microsoft 365 suite
- Leadership and team building
- CRM tools (Asana/Trello)
- Client relationship management
- Staff training and development
- Problem solving and critical thinking
- Interpersonal skills
- Process improvement strategies
- Organizational abilities
- SaaS solutions
- Strategic planning and execution
- Performance monitoring and evaluation
- Effective communication skills
- Financial assistance strategies
- Calm under pressure situations
- Attention to detail and adaptability
- Data entry and reconciliation processes
- Invoice management and cost control
- Time management techniques
- Conflict resolution strategies
- Stakeholder engagement and management
- Team leadership and motivation
- Attention To Details
- Data Entry
- Reconciliation
- Invoice Management
- Cost Control
- Risk management
- Team building
- Customer focused
- Health and safety awareness
- MS Office Suite
- Deadline management
- Public Relations
- Complaint handling and resolution
Languages
French, Arabic
First Language
English
Proficient
C2
Spanish
Intermediate
B1
Hobbies and Interests
Passionate about equitation, Cycling and Freediving.
Timeline
PARENTAL CAREER BREAK
None
01.2024 - 01.2025
PROJECT MANAGER
PROHAM SARL
08.2021 - 12.2024
PROJECT MANAGER ASSISTANT
PROHAM SARL
10.2019 - 07.2021
TEAM MANAGER
AXA INSURANCE
04.2009 - 07.2016
CUSTOMER SERVICE ADVISOR
AXA INSURANCE
10.2007 - 03.2009
MSc - Project Management
University of the West of England (UWE Bristol)
Certificate of Higher Education - Health Sector
Academy for Health and fitness
Bachelor - Business Management
AUPS Casablanca University
High School degree (Baccalaureate) - Accounting Management
Marrakech High school
Marrakech Middle school
Marrakech Primary School
GCSE ENGLISH - English Language
CHESHIRE COLLEGE