ABDOULAYE SY
Jonesboro,GA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. with history of driving process improvements and enhancing team productivity. Known for fostering collaborative work environment and achieving operational targets. Skilled in strategic planning and resource management, ensuring adaptability to changing demands and reliability in execution.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Known for collaborative approach and commitment to excellence.
Overview
17
17
years of professional experience
Work History
Remote Customer Service Specialist
American Airline
01.2018 - 01.2023
- Handle contacts from Gold/Platinum/Platinum Pro /Executive Platinum and Concierge Keys customers by providing solutions to their international and domestic award travel needs
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Help pertaining to confidential accounts status (e.g., mileage award claims, current mileage levels, etc.)
- Listen to the customers' needs and proactively offer options
- Generate revenue by selling tickets and related products/services
- Offer a high level of customer service
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Identified and resolved discrepancies and errors in customer accounts.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Educated customers about billing, payment processing and support policies and procedures.
Operation Supervisor
GAT Ground
01.2017 - 01.2018
- Resolving customer complaints at the Ticket counter and the gate
- Announce both incoming and outbound flights
- Use airline computer systems to provide flight arrival and departure information for ticketing and flight boarding documents
- Help customers providing information about lost or damaged baggage documentation, and cargo tracking information
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
Croupier
Hollywood Casino
01.2015 - 01.2017
- Provided prompt, courteous, and accurate dealings at assigned tables
- Followed correct game procedures by maintaining game security and always protecting the company assets
- Received bets from customers, administered accurate payoff transactions and collected and evaluated all bets placed
- Supported fellow croupiers during peak times or breaks by stepping in seamlessly when needed to maintain efficient operations at the tables.
- Explained rules, variations and betting structures of games such as Black jack, Roulette and Poker.
- Promoted a safe and enjoyable gambling experience for all customers, adhering to strict rules and regulations.
- Contributed to creating a positive work environment by supporting colleagues, sharing best practices, and maintaining open communication channels.
- Assisted in the training of new croupiers, ensuring they were equipped with essential skills and knowledge for success.
Operation Manager
Bismillah Food Market
01.2014 - 01.2015
- Staff management: Recruiting, hiring, training, and disciplining staff
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- They also create schedules, assign responsibilities, and evaluate performance
- Customer service: Ensuring customer service needs are met and providing outstanding customer service
- Leadership: Inspiring and guiding employees, creating a positive work environment, and fostering a culture of teamwork
- Problem solving: Identifying matters and developing strategies to resolve issues
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
Operation Manager
Chevron Texaco
01.2009 - 01.2014
- Evaluating staff based on performance-based metrics
- Setting criteria for staff, such as sales performance and customer approval or complaints
- Giving staff financial goals and sales targets to meet on a scheduled basis
- Managing the store, both retail and company, inventory, including loss prevention through theft and breakage
- Helping to create advertising campaigns for attracting new customers and retaining current customers and helping to create both in and outside store promotions for attracting customers
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Implemented quality control systems to boost overall product consistency and reliability.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Warranty specialist
Imation-Memorex
01.2006 - 01.2008
- Discuss the warranty claim and expectations with customers
- Identified trends in product issues, providing valuable insights for design improvements and reducing future warranty concerns.
- Audited completed repair orders for compliance with company standards, ensuring accuracy in billing and reporting practices.
- Maintained strict adherence to established guidelines governing replacement parts inventory levels avoiding stockouts or overstock situations.
- Streamlined the warranty process for faster claim resolution and better customer experience.
- Verified client information by analyzing existing evidence on file.
- Prepare and process warranty documentation according to manufacturer guidelines
- Submit claims quickly and efficiently
- Follow up with manufacturers to ensure claims are being processed properly
- Adjust and resubmit any denied claims to secure payment for warranty work
- Keep accurate inventory of ordered warranty parts and organize vendor paperwork
Education
Associate Degree in Accounting - Financial Accounting French
Nouakchott State University
Noaukchott 10-1998
Diploma - Baccalaureate
Nouakchott High School
Nouakchott07-1993
Graduate Certificate - General Education
Nouakchott College of Garçon
Nouakchott06-1989
Skills
- Customer relations
- Call center experience
- Good communication skills
- Customer service
- Data entry
- Active listening
- Problem resolution
- Goal oriented
- Team leadership
- Decision-making
- Multitasking and organization
- Problem-solving
- Operations management
- Fluent bilingualism
- Airline policies
- Cultural awareness
- Travel industry experience
- Strong attention to detail
- Time management expertise
- Foreign language proficiency
- Airline reservation systems
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Certification
- Certification on oracle (shipping & billing)
- Certification on oracle (testing - and warranty replacement)
- Certification in Tax Preparation-Jackson Hewitt
Languages
English
Full Professional
French
Native or Bilingual
Arabic
Native or Bilingual
Fulani
Native or Bilingual
Hassaniya
Native or Bilingual
Wolof
Full Professional
Chilha
Professional Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteOn-SiteHybridImportant To Me
Work-life balanceCareer advancementWork from home option4-day work weekTeam Building / Company RetreatsPersonal development programsHealthcare benefitsCompany CultureFlexible work hoursPaid time offStock Options / Equity / Profit Sharing401k matchPaid sick leaveQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Software
Oracle
Microsoft
Timeline
Remote Customer Service Specialist
American Airline
01.2018 - 01.2023
Operation Supervisor
GAT Ground
01.2017 - 01.2018
Croupier
Hollywood Casino
01.2015 - 01.2017
Operation Manager
Bismillah Food Market
01.2014 - 01.2015
Operation Manager
Chevron Texaco
01.2009 - 01.2014
Warranty specialist
Imation-Memorex
01.2006 - 01.2008
- Certification on oracle (shipping & billing)
- Certification on oracle (testing - and warranty replacement)
- Certification in Tax Preparation-Jackson Hewitt
Associate Degree in Accounting - Financial Accounting French
Nouakchott State University
Diploma - Baccalaureate
Nouakchott High School
Graduate Certificate - General Education
Nouakchott College of Garçon
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