Marie Coulibaly
St Louis,MO
Summary
Results-oriented Operations Leader with 9 years of experience in automotive contact center management, specializing in team leadership and process optimization. Demonstrated ability to improve customer service standards while consistently achieving key performance indicators. Skilled in strategic planning and execution that enhances operational efficiency and promote business growth.
Overview
20
20
years of professional experience
Work History
Supervisor, Service Operations
Sonsio
Arvada, CO
02.2019 - Current
- Oversee service operations for a customer claim center, ensuring adherence to customer service policies, objectives, and initiatives
- Lead and mentor a team of 17 customer care representatives and team leads, ensuring high-quality service delivery and timely resolution of inquiries
- Consistently exceeded Key Performance Indicators, achieving an 84% service level average in 2024
- Designed and implemented process improvements that reduced the average handled time by 20%
- Streamlined claim handling processes, improving efficiency and reducing escalations by 25%
- Conducted regular meeting sessions to improve product knowledge, customer service skills, and team performance
- Develop and implement customer service strategies to improve efficiency, enhance service quality, and drive overall business growth
- Analyze customer feedback and performance metrics to identify trends and drive continuous improvement initiatives
- Monitor and analyze customer service metrics and KPIs to identify areas for improvement and implement corrective actions
- Collaborate with sales, IT, accounting, marketing, compliance and operations teams to streamline processes and enhance the customer experience
- Manage escalated customer issues and complaints, demonstrating strong problem-solving, conflict resolution, and negotiation skills
- Collect, organize, build reports, and analyze call center statistics to inform strategic decisions
Customer Care Lead, Service Operations
Dent Wizard International
Maryland Heights, MO
02.2018 - 01.2019
- Managed daily operations of the customer care team, ensuring adherence to service standards and operational goals
- Acted as the primary escalation point for complex customer inquiries and complaints
- Provided coaching and mentorship to customer care representatives
- Led training sessions for new hires and ongoing skill-building programs for the team
Bilingual French Customer Care Specialist
Dent Wizard International
Maryland Heights, MO
02.2016 - 01.2018
- Managed incoming calls, identified, and assessed customer needs
- Handled and resolved customer complaints US and Canada via phone and email
- Maintained & Followed procedures
- Answered customer service inquiries from all lines of customer care center
Personal Banker
US Bank
Brentwood, MO
06.2013 - 01.2014
- Assisted clients with account management and resolving inquiries
- Offered personalized financial advice and promoted bank products to meet customers’ financial goals
- Built and maintain strong customer relationships
- Educated customers on banking services and identified cross-selling opportunities
Graduate Sale Associate
Spirit Supplies Shop
St Charles, MO
01.2012 - 12.2012
- Managed Customer Relationship
- Handled sales & daily transactions
Banker
Banque Patrimoine Immobilier
Salon-de-Pce, France
03.2009 - 08.2011
- Provided exceptional customer service and support for account management and transactions
- Assisted clients with opening and closing accounts, loans, and financial products
- Offered personalized financial advice and cross-sell bank services to meet customer needs
- Processed loan applications and assess borrowers' creditworthiness
- Maintained compliance with banking regulations and internal policies
Credit Analyst
Banque Privee Europeenne
Salon-de-Pce, France
05.2005 - 01.2009
- Analyzed financial data and credit reports
- Evaluated lending risks and prepared detailed credit reports with recommendations
- Reviewed loan applications for approval or denial based on credit analysis
- Communicated with clients to gather financial information and clarify discrepancies
- Monitored existing loans and ensured compliance with regulatory standards
Education
MBA - Finance
Lindenwood University
St. Charles, MO12.2012
Master of Science - Financial Risk Management
Aix-Marseille III University
Aix-en-Provence, France12.2005
Skills
- Strategic Operations Management
- Leadership
- Key Performance Indicators (KPIs) Management
- Process Optimization
- Risk Management
- Training & Development Programs
- Customer Relationship Management (CRM)
- Cross-Functional Collaboration
- Budgeting & Financial Oversight
- Strong analytical and problem-solving skills
Languages
French
Native/ Bilingual
Timeline
Supervisor, Service Operations
Sonsio
02.2019 - Current
Customer Care Lead, Service Operations
Dent Wizard International
02.2018 - 01.2019
Bilingual French Customer Care Specialist
Dent Wizard International
02.2016 - 01.2018
Personal Banker
US Bank
06.2013 - 01.2014
Graduate Sale Associate
Spirit Supplies Shop
01.2012 - 12.2012
Banker
Banque Patrimoine Immobilier
03.2009 - 08.2011
Credit Analyst
Banque Privee Europeenne
05.2005 - 01.2009
MBA - Finance
Lindenwood University
Master of Science - Financial Risk Management
Aix-Marseille III University
Similar Profiles
Christopher BohnChristopher Bohn
Claims Auditor at Sonsio, LLC.Claims Auditor at Sonsio, LLC.
Jennifer BrownJennifer Brown
Claims Adjuster & Inspector at Sonsio LLCClaims Adjuster & Inspector at Sonsio LLC
Araya ColvinAraya Colvin
Cashier at Quick TripCashier at Quick Trip
Dawn HopkinsDawn Hopkins
Housing Coordinator at Loaves And Fishes For St. LouisHousing Coordinator at Loaves And Fishes For St. Louis
Melody A. HulseyMelody A. Hulsey
Customer Service Specialist at Superbrightleds.comCustomer Service Specialist at Superbrightleds.com