Khady Mbacke
Frisco,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Knowledge Management Analyst
myAgro
12.2021 - 12.2023
- Aligned flow of knowledge content across departments
- Facilitated cross functional meetings and other knowledge sharing activities ensure continuous improvement
- Ensured that SOPs, playbooks and training materials are well detailed and routinely reviewed for accuracy
- Worked on ad-hoc projects to develop organizational documentation
- Helped implement Environmental and Social Management System (ESMS), including completing reporting requirements on quarterly and annual basis, training staff on ESMS procedures and ensuring compliance with policies
- Ensured that documented and stored knowledge is easy to access
- Managed knowledge management programs and initiatives, including creating and maintaining training documents, job aids, and other materials
- Assisted in development and implementation of company policies and procedures
- Monitored and evaluated operational performance and customer satisfaction
- Analyzed data and generated reports related to knowledge base usage
- Developed and planned training programs and onboarding for staff
Support Services Senior Specialist
Ericsson
10.2012 - 08.2018
- Manage and resolves open cases in CRM system (Service now, working approximately 50 tickets per day while answering calls) ensuring timeline and quality are met
- Performed quality control on customer service interactions to ensure best practices were followed
- Developed and maintained detailed knowledge base for customer service representatives
- Assessed customer needs and created actionable plans to ensure successful delivery of services
- Provided support for enterprise level applications and systems to ensure highest levels of customer satisfaction
- Evaluated staff performance and provided coaching to address inefficiencies
- Developed comprehensive training programs for new hires, resulting in faster onboarding and better overall performance
- Supported department leadership in implementing new policies, procedures and controls
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
Hotel Partner and Financial Support Agent
Expedia- hotels.com
01.2009 - 09.2012
- Assisted hotel partners with managing inventories, closing allotments, updating contact information. (Managed approximately 35 incoming calls while working on ticketing queue)
- Coordinated with banks regarding credit card transactions and ensured prompt payment to vendors
- Reviewed payments against invoices and resolved variations
- Provided vendors with training needed to submit their invoices and retrieve remittances via web-based program
- Utilized problem solving and customer service skills to resolve guest relocation issues
- Developed and maintained relationships with hotel partners to ensure positive working partnership
- Established strong customer relationships, building recommendations and loyalty.
Education
Some College in International Business -
Brookhaven College
Farmers Branch, TX06.2011
Bachelor of Art in Business Administration -
Université Paris 12 Val De Marne Créteil
France07.2005
Skills
- Critical thinking
- Problem solving
- Time management
- Detail oriented
- Active listening
- SAP
- Service now
- Confluence
- Salesforce
- Workforce management
- Change Management Expertise
- Expertise in Knowledge Management
- Collaboration and Teamwork
- Flexible and Adaptable
Certification
KCS certified publisher, 10/01/14 by the KCS Consortium
Personal Information
Title: Support services senior specialist
Languages
French
Native or Bilingual
Timeline
Knowledge Management Analyst
myAgro
12.2021 - 12.2023
Support Services Senior Specialist
Ericsson
10.2012 - 08.2018
Hotel Partner and Financial Support Agent
Expedia- hotels.com
01.2009 - 09.2012
Some College in International Business -
Brookhaven College
Bachelor of Art in Business Administration -
Université Paris 12 Val De Marne Créteil
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