Anne Michele Mbaye

As an account manager coordinator:

• I prepare and create audits contracts for companies,
• I was responsible for organizing and coordinating the daily scheduling of audits between clients and auditing staff and assigning qualified auditors per industry requirements,
• Coordinate and arrange future monthly audits based on industry requirements and client needs to maximize resources,
• Scheduling clients with qualified auditing personnel based on logistics, financial impact and time,
• Track and analyze issues related to scheduling activities
• I serve as a liaison between the scheduling department and the client to ensure that qualified auditors are available for audits,
• Track certificates expiration date
• Make sure audits are done on due date and before the clients certificate expires,
• Help the account manager update the certificates,
• Managed multiple accounts simultaneously while meeting deadlines.
• Data entry,

• The Senior role consists in assisting Customer Service Specialists agents in following the procedures, decision taking and advises to make sure that the guidelines are followed.
• We also handle payments, refunds correction, complaints, executives complaints from our Chief Executive Officer and their leadership Team, escalated calls from unsatisfied customers in a difficult situation.

• As a Customer Relation Executive, I used my analytical skills to further solve escalated complaints, understanding that objectivity is key and there are always two sides to a complaint. An open mind and fresh evaluation are critical in that role, and clear communication is extremely important.
• We also handle payments, refunds and refunds correction.
• I cultivated impactful relationships with customers and drove business development by delivering product knowledge.

• In Accommodation support, my job was to provide the same skill set mentioned above in serving our hotel partners. I worked to understand and fix hotel partners issues while also educating them in extranet operations and self-help options. I understood how important the business goals of both small and larger organizations can be and how they differ.

• As a Customer Service Executive, I supported our customers by using my strong listening skills, empathizing with our customers and hotel partners and handling all needs and requests with efficiency by following the practice of one step resolution.
• Answered questions from customers by phone and email, offering company details and policy information as requested.
• Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.

Finance - Billing:

My duties included cash handling, checks and credit cards as well as issuing bills to customers and processing their payment. I also help the accounting department during busy periods.

Administrative Secretary:

My duties included assisting my manager with administrative daily tasks as well as interacting with customers, managing inventory and administrating the new merchandise. I am familiar with excel and inventory systems.