Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

ALPHA OUMAR BAH

Columbus,OH

Summary

Dynamic and results-driven professional with a proven track record at MTN GN, enhancing customer experience and boosting retention through innovative loyalty programs and quality control. Skilled in CRM software and maintaining composure under pressure, I excel in translating customer needs into actionable improvements, achieving significant service enhancements.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Technical Support Technician

Spectrum
Columbus, Ohio
03.2025 - Current
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions at homes and household

Delivery Driver

Dordash
Columbus, Ohio
01.2025 - Current
  • food delivery using a vehicle

Sales Personne

Market lab
Columbus, Ohio
06.2024 - 02.2025
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Customer Experience Coordinator

MTN GN
Conakry, GUINEA
06.2022 - 02.2024
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Implemented customer loyalty programs to increase repeat business and customer retention.
  • Provided detailed product information and assistance to customers, improving product understanding.
  • Conducted customer satisfaction surveys and analyzed feedback to identify areas for improvement.

Back Office Agent

MTN GN
CONAKRY, GUINEA
01.2021 - 06.2022
  • Provided customer service to clients through phone and email communication.
  • Responded promptly to customer inquiries and complaints in a professional manner.
  • Utilized CRM systems to track client interactions and progress.

Outbound Call Center Agent

MTN GN
Conakry, Guinea
03.2020 - 12.2020
  • As an outbound call center agent, I was responsible for making calls to potential or existing customers to promote products, services, or campaigns, and then recording them in the CRM system. My role was to build rapport with customers and deliver a positive experience during each interaction.
  • Utilized positive language in order to provide an effective resolution for all customers' inquiries or complaints.
  • Generated sales by prospecting leads, cold calling and negotiating advantageous deals.

Call Center Agent, Inbound Sales

PCCI SENEGAL
Dakar, Senegal
01.2018 - 07.2019
  • Provided customer service support for incoming calls and emails from customers.
  • Consulted with customers to resolve service and billing issues.
  • Achieved established sales targets by generating new customer accounts.

Translator and Interpreter

West Africa research Center
Dakar, Senegal
01.2019 - 05.2019
  • Delivered real-time, accurate oral translations and interpretations for Guests.
  • Confirmed accuracy of technical terms and terminology and remained consistent during translation revisions.

Education

Google IT Support Professional Certificate - Information Technology

Google Certification
12-2024

MBA - Marketing And Communication

Sherbrooke Academy-E'sup/Guinée
Conakry
01-2024

Master of Arts - American Studies

Cheikh Anta Diop University
Dakar
02-2018

Skills

  • Promotions experience
  • Patience and composure
  • CRM software proficiency
  • Request management
  • Policy improvement
  • Service upsells
  • Quality control
  • Customer service
  • Conflict resolution
  • MS office
  • Upselling techniques
  • Written communication
  • Customer education
  • Task prioritization
  • Store maintenance
  • Service upselling
  • Goal setting

Languages

French
Native/ Bilingual
English
Full Professional
fulani
Native/ Bilingual
sousou
Native/ Bilingual
Wolof
Full Professional

Certification

  • Google IT Support Professional Certificate
  • Customer relationship Management at Teranga Consulting

Timeline

Technical Support Technician

Spectrum
03.2025 - Current

Delivery Driver

Dordash
01.2025 - Current

Sales Personne

Market lab
06.2024 - 02.2025

Customer Experience Coordinator

MTN GN
06.2022 - 02.2024

Back Office Agent

MTN GN
01.2021 - 06.2022

Outbound Call Center Agent

MTN GN
03.2020 - 12.2020

Translator and Interpreter

West Africa research Center
01.2019 - 05.2019

Call Center Agent, Inbound Sales

PCCI SENEGAL
01.2018 - 07.2019

Google IT Support Professional Certificate - Information Technology

Google Certification

MBA - Marketing And Communication

Sherbrooke Academy-E'sup/Guinée

Master of Arts - American Studies

Cheikh Anta Diop University

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ALPHA OUMAR BAH