Diye Mamoudou
Columbus,OH
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.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
American Airlines
06.2024 - Current
- Assisting passengers with delayed, lost, or damaged luggage
- Responsible for filling out forms related to lost, damaged, or unclaimed baggage, and operating the computer system used for tracking baggage
- Direct passengers to use a bar-code scanning device to feed baggage identification information into the computer
- Ensuring that luggage reaches the correct destination in a timely manner, preferably in sync with its owner
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Unarmed Security Officer
Radde Security
01.2023 - 09.2024
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Verified each individual's right to enter restricted areas and denied access to unauthorized persons.
- Directed guests around building and answered accessibility questions.
- Monitored surveillance cameras to identify suspicious activity and prevent possible crime.
- Reported fires, medical emergencies and criminal activity to authorities to receive prompt response and attention.
- Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage of important areas.
- Provided exceptional customer service to clients, addressing concerns and providing appropriate solutions.
- Maintained detailed reports of daily activities, incidents, and irregularities for management review.
CSR - Customer Service Representative
Morgan Stanley
03.2023 - 06.2024
- Client Support Service Professionals handle incoming phone calls regarding various service inquiries on Morgan Stanley accounts
- Calls will need to respond with a high degree of accuracy and efficiency, while consistently meeting key department performance metrics
- Functional support areas include Morgan Stanley Cash Management products and services, Morgan Stanley Online (client website) and Mobile app, and general account or financial related inquiries
- Successful applicants will be highly professional, career driven, and committed to World-Class Service
- Manages the customer experience by identifying opportunities to improve a customer's financial wellbeing and create loyalty while increasing share of wallet
- Ability to contribute in a fast paced, team-oriented environment
- Answer inbound calls and respond to customer inquiries promptly and professionally
- Resolve customer complaints and issues effectively while maintaining a positive attitude
- Handle a high volume of calls with a focus on quality and efficiency
- Meet or exceed daily, weekly, and monthly performance targets
- Follow company policies and procedures when handling customer interactions
- Record and maintain accurate logs of customer interactions and transactions
- Collaborate with team members and supervisors to ensure customer satisfaction
- Aptitude to multi-task and adjust quickly to change in a busy financial service center
Senior Business Specialist
Merry Insurance
06.2019 - 06.2023
- Developed and implemented strategic plans to drive business growth and achieve organizational objectives
- Led cross-functional teams in the execution of key projects, ensuring on-time delivery and quality results
- Analyzed market trends, competitor activities, and customer feedback to identify new business opportunities
- Collaborated with sales, marketing, and product development teams to develop and launch new products and services
- Conducted financial analysis and prepared reports for senior management to support decision-making processes
- Mentored and coached junior team members to enhance their skills and capabilities
- Mainly responsible for New Client Acquisition in recruitment industry, Account Management and Servicing
- Responsible for business as well as team management
- Establish and maintain robust relationships with clients, and having know-how of every business opportunity in a client organization
- Meet monthly, quarterly and yearly sales targets in accordance with strategic sales plan, developed
- Lead generation, Cold Calling and meetings with decision makers in large corporates
- Conducted client care sessions with the existing clients for receiving feedback regarding the existing process flow
- Persistent follow ups with the business accounts until closure of sales cycle and taking ownership of the sales being closed
- Identify and meet potential clients and decision makers within client organizations and subsequently growing, maintaining, and leveraging ones network
Warehouse Associate
Aerotek
09.2019 - 05.2021
- Prepared products for shipment, maintained cleanliness and organization in the work environment
- Replaced defective goods, operated and maintained professional tools and equipment
- Checking that the items they need to pack are present before wrapping them securely according to company standards or requirements, then loading up the goods on pallets ready for shipping
- Worked safely around moving machinery.
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
Customer Service Representative
Progressive Insurance
05.2017 - 05.2019
- Assisting passengers with delayed, lost, or damaged luggage
- Responsible for filling out forms related to lost, damaged, or unclaimed baggage, and operating the computer system used for tracking baggage
- Direct passengers to use a bar-code scanning device to feed baggage identification information into the computer
- Ensuring that luggage reaches the correct destination in a timely manner, preferably in sync with its owner
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Associate's degree - Business management and Entrepreneurship
Columbus State Community College
Columbus, OH05.2023
Skills
- Microsoft Office Suite
- Financial Analysis
- CRM Software
- Team Leadership
- Project Management
- Presentation Skills
- Business Process Improvement
- Strategic Planning
- Data Analysis
- Stakeholder Management
- Business Analysis
- Business Development
- Operations Management
- Team Management
- Change Management
- Product Management
- Financial Report Writing
- Product Development
- Computer Networking
- Management
- Branding
- Materials handling
- Order picking
- Customer service
- Mobile devices
- Sales
- Outside sales
- B2B sales
- Box truck
- Leadership
- Supervising experience
- Hospitality
- Bilingual
- Critical thinking
- Data entry
- Active listening
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Complaint handling
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Prioritization
- Staff training
- Building rapport
- Quality control
- Clerical support
- Live chat support
- Filing
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Multi-line phone talent
- Coordination
- Assertiveness
- Store maintenance
- Account updating
- Account management
- Reading comprehension
- Office equipment proficiency
- Staff education and training
- Conflict mediation
- Stock management
- Brand representation
- Business development
- Call triaging
Certification
Driver's License, Non-CDL Class C
Assessments
- Basic Computer Skills, Proficient, 05/01/24
- Bookkeeping, Proficient, 05/01/24
- Spreadsheets with Microsoft Excel, Proficient, 05/01/24
- Administrative Assistant/Receptionist, Proficient, 05/01/24
- Work Style: Reliability, Proficient, 05/01/24
- Delivery Driver, Proficient, 05/01/24
- Management & Leadership Skills: Impact & Influence, Completed, 12/01/23
- Supervisory Skills: Motivating & Assessing Employees, Proficient, 05/01/24
- Customer Service, Proficient, 05/01/24
Languages
French
Native or Bilingual
Fulani
Native or Bilingual
Wolof
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
American Airlines
06.2024 - Current
CSR - Customer Service Representative
Morgan Stanley
03.2023 - 06.2024
Unarmed Security Officer
Radde Security
01.2023 - 09.2024
Warehouse Associate
Aerotek
09.2019 - 05.2021
Senior Business Specialist
Merry Insurance
06.2019 - 06.2023
Customer Service Representative
Progressive Insurance
05.2017 - 05.2019
Associate's degree - Business management and Entrepreneurship
Columbus State Community College
Similar Profiles
Sue RobinsonSue Robinson
Sr Specialist, HRIS Business Process at American Airlines, American Airlines HDQSr Specialist, HRIS Business Process at American Airlines, American Airlines HDQ
Jilleian K. Sessions-StackhouseJilleian K. Sessions-Stackhouse
Human Resources Sr. Specialist, Policy at American Airlines, American Airlines HDQHuman Resources Sr. Specialist, Policy at American Airlines, American Airlines HDQ
DAVID KOBYLARZDAVID KOBYLARZ
Commercial Airline Pilot at Trans World Airlines(TWA) /American AirlinesCommercial Airline Pilot at Trans World Airlines(TWA) /American Airlines
G. Tyler TenbrinkG. Tyler Tenbrink
Director, Talent Acquisition & Development at Piedmont Airlines- American Airlines GroupDirector, Talent Acquisition & Development at Piedmont Airlines- American Airlines Group
Hunter KelloggHunter Kellogg
Lab Technician at Wexner Medical Center, The Ohio State UniversityLab Technician at Wexner Medical Center, The Ohio State University