Fatoumata Doucoure
Summary
A self-motivated, organized, disciplined and dedicated individual; who is focused on accomplishing any job at hand. Great listening and comprehensive skills, and incredibly fast at problem solving. Great at following directions and gets along with everyone.
Reliable student enthusiastically pursuing opportunity to add immediate value to growing team. Inspired to help others and driven to apply unfailing work ethic to meet objectives. Industrious and committed with skills for multitasking and managing time well.
Overview
7
7
years of professional experience
1
1
Certification
3
3
Languages
Work History
Direct Support Professional
Chrysalis
08.2022 - Current
- Administered medication as directed by physician.
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Addressed emergency situations calmly and effectively, prioritizing the safety of both clients and staff members involved.
IT Network Technical Support Representative
Welink
12.2021 - 02.2022
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Trained new support representatives, ensuring a consistent level of service quality across the team.
- Conducted regular reviews of support tickets to identify patterns and opportunities for optimization.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
- Utilized CRM tools proficiently in order to track customer interactions accurately.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Technical Support Representative
Global Payments
08.2021 - 11.2021
- Created user accounts and assigned permissions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Configured and tested new software and hardware.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
Customer Service Representative
Wayfair
06.2020 - 05.2021
- Successfully handled over 50 calls and emails daily from customers in need
- Showcased excellent listening and problem solving skills
- Customer surveys indicated 5 stars for customer satisfaction and overall resolution 95% of the time
- Practiced assertiveness and stayed compliant to maintain control of calls to overcome objections and complaints
- Attended meetings and conducted team presentations to review short term and long term goals
- Communicated effectively to B2B partners such as warehouses and Wayfair professional vendors, Carriers(FedEx and UPS),City Bank and 3rd party payment processing companies
- Provided policy and service information
- Assisted customers with a warm and professional attitude and answered general questions about customer accounts as well as updated their account information, and reset password
- Handled online orders and credit card transactions, analyzed over 5 invoices daily with customers
- Tracked orders, reported damaged, lost in transit items, ordered replacements
- Adequately used provided resources to maximize success during difficult calls.
Customer Relationship Manager
Credit Corp Solutions Inc
03.2019 - 04.2020
- Made over 210 phone calls daily to owing customers, and set follow up calls
- I was able to convert up to 7 accounts in a day
- Demonstrated Negotiation and communication skills by building rapport with customers
- I was able to convert 1 in 3 right party contacts made on phone calls
- Analyzed over 15 credit reports and Client statements daily to successfully gage negotiations
- Practiced assertiveness and stayed compliant to maintain control of calls and overcome stalls and objections
- Surpassed monthly incentives 10 out of 13 months since working, over 100%
- Attended meetings and conducted presentations to train over 15 new recruits
- I constantly gave positive and constructive feedback to co-workers daily
- Successfully input data, Run action codes and manage files in the Debtrack system
- Replied to Emails and sent out team schedules weekly.
Sales Representative
Vector Marketing Corporation
06.2017 - 08.2018
- Made about 30 of phone calls daily to potential customers and set appointments to meet with them in person
- Demonstrated products to over 5 potential clients daily and by using marketing tactics I was typically able to convince 90% of the potential clients to buy the company products.
Education
Bachelor of Science - Cyber Security
Utah Valley University
Orem, UT05.2026
Associate of Science - Public Health
Utah Valley University
Orem, UT05.2026
High school diploma in General -
North Penn Shs
Lansdale, PA06.2017
Skills
- Excel (2 years)
- Microsoft Excel (2 years)
- Account Management
- CRM Software
- Negotiation
- Sales Management
- Upselling
- Product Demos
- Cold Calling
- Business Development
- Door-to-Door Experience
- Marketing
- Presentation Skills
- Strategic Planning
- Credit Analysis
- Relationship Management
- Research
- Customer Service (6 years)
- Behavior redirection
- First aid and safety
- Client Support
- Microsoft Office
- Compassionate Caregiving
- Organization
- Remote Support
- Customer Satisfaction
- Technical Troubleshooting
- Network diagnostics
- Ticket management
- Hardware diagnostics
- LAN/WAN
- Network configuration
- TCP/IP
- Database Management
Certification
- driver's license
- IT Fundamentals Pro, TestOut/Comp TIA certifications- 5/1/24
Assessments
- Sales: Influence & Negotiation, Proficient, 04/01/20, Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.
- Logic & critical thinking, Highly Proficient, 05/01/20, Measures a candidate's ability to use logical approaches when solving problems.
Personal Information
Title: IT Technical Support/Customer service Representative/ Account Manager
Hobbies: Video editing, script writing
I enjoy making and editing videos for social media platforms like Youtube, Instagram reels and ticktock. I learned on my own how to edit and script videos and it made me realize that I can learn anything I set my mind to.
Languages
French
Native or Bilingual
Bambara
Native or Bilingual
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Direct Support Professional
Chrysalis
08.2022 - Current
IT Network Technical Support Representative
Welink
12.2021 - 02.2022
Technical Support Representative
Global Payments
08.2021 - 11.2021
Customer Service Representative
Wayfair
06.2020 - 05.2021
Customer Relationship Manager
Credit Corp Solutions Inc
03.2019 - 04.2020
Sales Representative
Vector Marketing Corporation
06.2017 - 08.2018
Bachelor of Science - Cyber Security
Utah Valley University
Associate of Science - Public Health
Utah Valley University
High school diploma in General -
North Penn Shs
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