M BINTU SESAY
HOUSTON,TX
Summary
Apply excellent multitasking, administrative and organizational skills to deliver exceptional customer and team support in office settings. Smoothly coordinate resources and documents to maintain efficient schedules. Continuously meet demanding objectives by completing daily tasks with little supervision. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service Account Specialist
TWIN HILL CORPORATE APPAREL
HOUSTON, TX
03.2018 - Current
- Handle customer inquiries and collecting card payment by phone, complaints, billing questions and payment extension/service requests
- Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions
- Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions high calls
- Taking Card payment,
- Resolved average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).help with order and invoices
- Became lead “go-to” person for new reps and particularly challenging calls as one of company’s mentors and trainers of both new and established employees
- Helped company attain highest customer service ratings (as determined by external auditors)—earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness
- Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
EVENT PLANNER
Mdqchairy
Houston, TX
01.2005 - Current
- COORDINATE ALL CAN OF EVENTS INCLUDING FUNDRAISING EVENT
- WEDDINGS AND BIRTHDAYS PARTIES,
- Performed face-to-face meetings to finalize contract for services and event details.
- Established working relationships with clients by organizing various events
FRONT DESK Office Administration ASSISTANT
MARINE WELL CONTAINMENT
HOUSTON, TX
05.2017 - 03.2020
- Duties include, great customer service for guests/visitors/residents, greeting and directing visitors, assistance customers, residents, employees and visitors
- Training of new staff
- And issue badges to visitors .Assisting all office administration.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and greeted callers enthusiastically.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Prepared weekly employee work schedules for team members.
- Worked with customers to understand needs and provide excellent service
SECURITY OPERATIONS MANAGER
TEXAS PATROL SECURITY
HOUSTON, TX
02.2017 - 07.2019
- Oversaw team of up to 41 security officers and managed administrative duties, including scheduling and performance evaluations.
- Kept team compliant with security protocols and appearance standards.
- Recorded incident reports with detailed accounts of occurrences.
- Investigated incidents and wrote reports.
- Supervised grounds, employee entrances and exits and security officers on duty.
- Moved around different security stations and vital areas to check on officers and adjust workflow to cover changing needs.
- Monitored video surveillance feed and system alerts for suspicious activity.
- Submitted documentation for weekly payroll, managed schedules and enforced policies.
SUPERVISOR OFFICE CUSTOMER SERVICE
Serco Dockland Ltd
London, United Kingdom
08.2008 - 02.2016
- Supervised part of stuffs ,answering phone,
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping
- Selling tickets on phone or in person
- Reserving tickets taken payment by phone or in person dealing with credits cards refunds or cancellation of tickets
- Cash out at end of shift
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
Education
Human Resources Management Capstone: HR For People Managers - Human Resource Management
University of Minnesota,
Minnesota City, MN10.2021
Business Management/office Management - Business Management & Administration
Roc Collage
The Netherlands01.2003
Associate of Business Administration - management/ Administration
University of East London
London Uk03.2006
Skills
● Language Skills: Fluent in English, French, Dutch, & Arabic And nine African languages
- Customer and client relations
- Multi-line telephone systems
- Travel planning
- Scheduling and calendar management
- Front desk operations
- Switchboard management
- Microsoft Excel
- Microsoft Outlook
- Microsoft Word
- Microsoft PowerPoint
- Customer Account Management
- Building Customer Trust and Loyalty
- Customer Data Confidentiality
- Billing Procedures
- POS Systems and Ordering Platforms
- Data Entry and Maintenance
- Responding to Difficult Customers
- Interpretation and Translation Services
- Understanding Customer Needs
- Order Entry
- Negotiating Payments
- Sales Quota Achievement
- Past Due Account Management
- Administrative and Office Support
- Data Systems
- Call Volume and Quality Metrics
- Cash Reconciliation
- Account Closing
- Inbound and Outbound Calling
- Problem Resolution
- Calm and Professional Under Pressure
- Billing Adjustments and Refunds
- Microsoft Exchange
- Document and Records Management
- Cultural Awareness
Accomplishments
- Supervised team of [Number] staff members.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Personal Information
Love reading books ,taking care of my Gardening, painting new flowers Running and dancing to keep myself fit, cleaning is my big Hobbies.
Certification
University of Minnesota : Human Resource Management: HR for People Managers Specialization.
Course Certificates Completed
Human Resources Management Capstone: HR for People Managers
Recruiting, Hiring, and Onboarding Employees
Managing Employee Compensation
Preparing to Manage Human Resources
Managing Employee Performance
Timeline
Customer Service Account Specialist
TWIN HILL CORPORATE APPAREL
03.2018 - Current
FRONT DESK Office Administration ASSISTANT
MARINE WELL CONTAINMENT
05.2017 - 03.2020
SECURITY OPERATIONS MANAGER
TEXAS PATROL SECURITY
02.2017 - 07.2019
SUPERVISOR OFFICE CUSTOMER SERVICE
Serco Dockland Ltd
08.2008 - 02.2016
EVENT PLANNER
Mdqchairy
01.2005 - Current
Human Resources Management Capstone: HR For People Managers - Human Resource Management
University of Minnesota,
Business Management/office Management - Business Management & Administration
Roc Collage
Associate of Business Administration - management/ Administration
University of East London