Adrien DONOT

lemlist

As Senior Product Designer at lemlist, I specialized in crafting user-centered designs that enhance the UX/UI of our SaaS platforms, including lemcal, lemwarm, and lemlist. I led multiple design initiatives, focusing on ergonomics, modularity, and seamless user experiences.

Senior Product Designer

As Head of Design at lempire, I led the design vision across multiple SaaS products, including lemlist, lemcal, lemwarm, and Taplio. I managed a team of +8 designers, driving innovation in UX/UI to create cohesive, user-friendly experiences. My focus was on building scalable design systems, enhancing product usability, and aligning the design strategy with business objectives. I also played a key role in recruitment and team development, ensuring that our design processes were optimized for both creativity and efficiency. One of my most significant achievements was leading the unification of lempire’s diverse product suite into a single, integrated platform.

Head Of Design

Cocolabs

As Product Design Leader at Cocolabs, I was responsible for driving the design strategy and execution across the company’s innovative service marketplace platform. I led a team of designers to deliver top-notch user experiences, focusing on creating intuitive interfaces and enhancing the overall user journey. My role involved close collaboration with product, engineering, and business teams to ensure alignment between design solutions and company objectives.

Product design leader

XXII

I participated for 2 years in the development of the startup XXII. Everything started as a creative lead or various artistic R & D and direction assignments were awarded. Then in charge of recruiting and leading an R & D team including doctor in AI, designer and engineers. To finish a product designer mission, responsible for the interfaces and experiences produced (mainly artificial intelligence.)

Product designer

Apple

I have participated for more than 5 years in the opening of the French market by Apple. I started as a salesman specializing in the first Apple Store in France (Louvre) since its opening to quickly evolve as an after-sales service technician for the Apple Store Opera (Flagship). I then moved to the creative position (trainer for Apple client) for the rosny-sous-bois store, I trained beginner as professional on software as simple as Pages or numbers to the most complicated like Final Cut Pro (I am certified on several Pro software by Apple). To finish my career at Apple I moved to the position of Isgt (In store Guest Trainer), responsible for employee experience and training.

• Apple Retail Training Manager (ISGT) February 2014 - June 2016
• Apple Customer Trainer (Creative) August 20114 - July 2015
• After Sales Service Technician (FRS) November 2011 - May 2013
• Specialized seller October 2009 - November 2011

Training facilitator for Apple employees (ISGT)

PCO Innovation

Trainer for PCO Innovation

Designing interfaces that make sense • lempire • XXII • Apple

Greetings! 

I am a Senior product designer at lempire and an avid design enthusiast, particularly in the fields of interface and interaction design.

Many entrepreneurs underestimate the tremendous impact of design, in all its forms, and this is a huge mistake. Design has an incredible influence on life, society, and product development, making it the most important aspect. Without design, without interface, without ergonomics, without user analysis, there is nothing but a bad product.

My journey reflects this sentiment, and today I stand alongside lempire to make design a strategic lever to help as many people as possible in their business development through the likes of @lemlist, @lemwarm, @taplio, @tweethunter, and so much more soon...

UI, UX, visual and brand design of all products and brands of the company.

Onafriq

•	Customer Issue Resolution: Handling onboarding, login issues, password resets, transaction checks, reversals, and technical inquiries, ensuring full resolution.
•	CRM Optimization: Enhancing CRM performance, automating self-service processes, and improving customer experience.
•	Technical Escalation: Coordinating deep dives between partners and technical teams, escalating complex tickets via Freshdesk.
•	Product Improvement: Collaborating with product teams to analyze issues, conduct testing, and provide feedback for enhancements.
•	Training & Leadership: Onboarding new team members and leading weekly departmental meetings.
•	Quality Assurance: Conducting ticket audits, identifying gaps, and ensuring alignment with Customer Success KPIs.
•	Documentation & Reporting: Maintaining issue logs, submitting reports for reconciliation and audits.

Partner Support Analyst-Level 2

Safaricom PLC

Customer Experience

•	Service Level Adherence & Efficiency: Achieved 99.9% SLA adherence, ensuring timely resolution of customer queries and complaints while providing progressive feedback on potential SLA breaches.
•	High-Quality Performance: Maintained an average call quality of 90% for three consecutive years, earning recognition for top performance.
•	Customer Satisfaction & Retention: Increased retention levels and ensured high customer satisfaction by delivering prompt, courteous, and professional support.
•	Excellence in Customer Service: Attained 100% ratings in communication skills, problem-solving, teamwork, and customer engagement.
•	Customer Issue Resolution: Provided timely resolutions to customer inquiries, including M-PESA-related issues such as barring/unbarring accounts, unlocking accounts, issuing start key PINs, and processing airtime/money reversals.
•	Customer Feedback & Insights: Conducted outbound calls to gather feedback, ensuring Safaricom products and services met customer expectations.
•	CRM & Documentation: Accurately recorded customer interactions, complaints, and resolutions in CRM software, maintaining detailed records for reference and analysis.
•	Process Improvement & Compliance: Adhered to company standards and guidelines while recommending improvements to enhance service delivery and customer experience.

Senior Customer Experience Officer

National Museums of Kenya

-	Created and maintained a database of journalists, editors, and other key media personnel. 
-	Wrote press releases, talking notes / official speeches and articles for the NMK quarterly newsletter by sourcing for information from other departments in the organization.
-	Attended events with an aim of marketing and getting views regarding our products, working on both negative and positive feedback with an aim of improving service.
-	Monitored social media pages for comments, replies, and inquiries with a view of providing timely and initiative-taking responses to Clients enquires.
-	Generated weekly reports on social media presence, engagement, and effectiveness across all platforms to evaluate and boost overall impact and performance.

Intern at Public relation and marketing department

Highly motivated Customer Support Specialist with seven years of experience in customer experience and relationship management across voice and non-voice channels within the Fintech and Telecommunications industries. A technically proficient professional adept at resolving complex partner issues using ticketing systems such as Intercom, Zendesk, Freshdesk, and Jira, as well as leveraging SQL scripting and queries to diagnose and troubleshoot product and service malfunctions.

Experienced in supporting card operations on Freshdesk, managing cross-border remittances, and ensuring seamless transaction processing. Skilled in reconciling partner reports monthly to maintain financial accuracy and compliance. Adept at strengthening partner relationships and contributing to comprehensive documentation processes. Committed to achieving Customer Success KPIs and delivering exceptional service.

Additionally, a McKinsey & Company Forward Fellow, having successfully completed the prestigious Forward Program. This fellowship has honed my problem-solving, leadership, and critical thinking skills, equipping me with the ability to drive innovation, adapt to complex business challenges, and make data-driven decisions in dynamic environments. Possessing diverse experience across Africa, Asia, the UK, the US, and the rest of the world, I bring a global perspective to customer support, fostering cross-cultural communication and seamless customer experiences.
Core Skills
•	Customer Service & Relationship Management
•	Presentation & Negotiation
•	Social Media & Public Relations
•	Writing & Content Development
•	Technical Proficiency
•	Multitasking & Remote Work
•	Professional Development

taplio

The Battle

Adrien DONOT

Betinah Bonareri

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