Summary
Overview
Work History
Education
Skills
Certification
Languages
Languages
Timeline
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Madina T A L L

Newark,USA

Summary

Dynamic Customer Delivery Manager at Brightfin with a proven track record in enhancing customer experience and driving efficiency. Expert in technical support and SLA management, I successfully implemented feedback loops that improved CX scores by 10%. Adept at strategic planning and conflict resolution, I thrive in fast-paced environments.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Delivery Manager

Brightfin
12.2022 - Current
  • Provide multilingual technical support to corporate end-users, managing an average of 30+ inquiries daily via phone, chat, and tickets.
  • Utilize ServiceNow to efficiently handle and track service requests, consistently exceeding SLA targets by 15%.
  • Troubleshoot iOS and Android devices, resolving issues in under 10 minutes on average.
  • Implemented a customer feedback loop, leading to a 10% improvement in CX scores.
  • Collaborate with internal teams to enhance self-service solutions, reducing ticket volume by 20%.
  • Identified areas for improvement in existing processes or procedures related to software delivery.
  • Collaborated with technical staff from other departments in order resolve complex problems quickly.

Bilingual French Customer Success Manager

Dun & Bradstreet
01.2018 - 01.2022
  • Managed a $5M+ client portfolio, ensuring high retention and revenue growth through strategic account management.
  • Led escalation resolution, achieving a 98% customer satisfaction rating, and reducing churn by 12% year over year.
  • Spearheaded the automation of support processes, increasing team efficiency by 30%.
  • Designed and implemented KPI-driven customer success strategies, driving a 25% boost in customer loyalty.
  • Mentored and trained a team of 10 or more specialists, improving productivity and service quality.
  • Implemented feedback loops from customers into product development processes.
  • Provided customer onboarding and training to ensure successful product adoption.

Store Manager

Lidl US
01.2018 - 01.2022
  • Developed customer service strategies that resulted in a 20% increase in repeat customers.
  • Implemented inventory control measures, reducing shrinkage by 15%.
  • Spearheaded employee training programs, improving team performance and customer interactions.
  • Managed daily banking activities such as deposits and withdrawals.
  • Conducted daily store operations, including opening and closing procedures and cash handling.

Education

Master of Arts -

Harvard University
Cambridge, MA
12-2025

MBA -

UNIVERSITÉ DE LILLE
France
01.2020

Bachelor of Arts - Communications & Marketing

FELICIAN UNIVERSITY
Lodi, NJ
01.2018

Skills

  • Customer relationship management (CRM): Salesforce, Zendesk, Microsoft Dynamics, HubSpot
  • Technical support: iOS, Android, omnichannel systems
  • Customer experience optimization
  • Service level agreement (SLA) management
  • Conflict resolution and escalation management
  • Performance metrics tracking
  • Strategic planning and leadership
  • Project management
  • Customer success strategies
  • ServiceNow proficiency

Certification

  • EnglisCertified Customer Success Manager (CCSM) – Level 1 (2023)
  • AI in Customer Service: Process Automation & Chatbots (2023)
  • Leadership & Team Management Training (2022)

Languages

English: Fluent, French: Fluent, Wolof: Fluent

Languages

English
Native/ Bilingual
French
Native/ Bilingual
wolof
Native/ Bilingual

Timeline

Customer Delivery Manager

Brightfin
12.2022 - Current

Bilingual French Customer Success Manager

Dun & Bradstreet
01.2018 - 01.2022

Store Manager

Lidl US
01.2018 - 01.2022

Master of Arts -

Harvard University

MBA -

UNIVERSITÉ DE LILLE

Bachelor of Arts - Communications & Marketing

FELICIAN UNIVERSITY

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