THIERNO DIALLO
Regent Seven Seas Cruises
Fort Lauderdale,FL
2
Languages
11
years of professional experience
Led initiatives to enhance customer service standards and improve satisfaction metrics across travel, aviation, technology, and service sectors.,Championed relationship management efforts to build and maintain robust client partnerships while addressing conflicts effectively.,Oversaw cross-functional collaboration to uphold service excellence while consistently achieving performance goals and operational KPIs.
Work History
Personal Consultant Manager
2 Years 5 Months- Assisted luxury travelers in creating tailored cruise itineraries, premium accommodations, and exclusive excursions based on client preferences.
- Managed over 120 client interactions daily in a dynamic environment, consistently meeting productivity and customer engagement targets.
- Cultivated long-term relationships with high-net-worth clients through personalized recommendations and attentive follow-up.
- Supported revenue growth by identifying customer needs and effectively closing bookings that align with traveler interests.
- Enhanced booking value through strategic upselling of premium services and luxury add-ons.
- Maintained accurate records and follow-up schedules across multiple CRM systems to ensure compliance and seamless guest experiences.
- Achieved performance goals related to sales KPIs, customer satisfaction, and service excellence in a high-volume virtual setting.
- Demonstrated strong multitasking abilities by navigating various systems to provide personalized service and resolve customer concerns.
- Recognized for contributions to client retention and guest satisfaction through ethical sales practices and effective communication.
Order Management Manager
4 Years 8 Months- Delivered exceptional customer support by managing sales-generated quotes, contracts, and order requests while ensuring accuracy, compliance, and a seamless customer experience throughout the order lifecycle.
- Served as a key point of contact for internal and external stakeholders, resolving order-related inquiries, addressing service concerns, and ensuring timely, customer-focused solutions.
- Collaborated cross-functionally with Account Executives, Finance, Legal, and Revenue Operations to improve service delivery, streamline quote-to-order workflows, and enhance customer satisfaction.
- Improved customer experience and reduced service delays by increasing contract accuracy, contributing to a 10% reduction in order returns and minimizing escalations related to processing errors.
- Managed and processed 50+ customer quotes and order requests weekly, consistently meeting turnaround expectations while maintaining accuracy in a high-volume, fast-paced environment.
- Enhanced operational efficiency and service responsiveness by achieving a 75% reduction in quote processing time within three months through workflow optimization and proactive issue resolution.
- Maintained detailed account and order documentation across multiple systems to ensure transparency, timely follow-up, and consistent communication with internal partners and customers.
Customer Service Coordinator
3 Years 3 Months- Assisted travelers with flight changes, baggage issues, and travel inquiries in a busy travel environment.
- Supported over 400 customers during peak holiday seasons while maintaining high service standards.
- Increased customer satisfaction by addressing concerns and reducing complaints through effective problem-solving.
- Kept current on travel regulations and airline policies to provide accurate support.
- Developed strong customer relationships through attentive service and tailored communication.
- Worked with teams to resolve service issues and ensure prompt resolution of escalated concerns.
Education
Bachelor of Science - Business Administration - Management
Skills
Assisted customers with inquiries and concerns to enhance satisfaction.
Supported clients by managing relationships and addressing needs.
Facilitated conflict resolution to improve overall customer experience.
Resolved issues promptly to maintain customer loyalty.
Managed escalations effectively to ensure timely solutions.
Promoted customer retention through attentive account support.
Fostered relationships to build trust and rapport with clients.
Handled inbound and outbound communications with professionalism.
Utilized problem-solving skills to address challenges efficiently.
Practiced active listening to fully understand customer needs.
Collaborated across teams to streamline support processes.
Executed service recovery strategies to regain customer confidence.
Leveraged CRM systems to track interactions and improve service delivery.
Engaged in high-volume customer interactions while maintaining quality.
Demonstrated multitasking abilities to manage various tasks simultaneously.
Maintained thorough documentation for case management purposes.
Identified opportunities for process improvement to enhance efficiency.
Applied time management techniques to prioritize tasks effectively.
Used Microsoft Teams and Outlook for communication and collaboration.
Strived for service excellence in every customer interaction.
Languages
French
English
Timeline
Personal Consultant Manager
Regent Seven Seas Cruises
10.2023 - 03.2026Read More
Order Management Manager
Salesforce
02.2019 - 10.2023Read More
Customer Service Coordinator
American Airlines
09.2015 - 12.2018Read More
Indiana Wesleyan University
Bachelor of Science from Business Administration - Management
Read More