Ndeye Gueye
Columbus,OH
Overview
19
19
years of professional experience
1
1
Language
Work History
Customer Service Representative
BMW Financial Services
Hilliard, OH
12.2016 - Current
- Resolve incoming calls through great customer service
- Document all details pertaining to inquiries
- As a senior Escalation specialist my role is to De- Escalate any calls and try to find common ground and solution to the customer issues when necessary while championing the BMW brand
- As Canada customer Advocate (French)
- I was responsible for the first line and escalated contact for BMW Financial Services Canada regarding BMW, MINI and Motorrad customers, dealers and/or prospects by answering, addressing and resolving incoming telephone and writing inquiries of financial nature
- In this role, I was also responsible of handling calls within the portfolio that include, but not limited to: Dealer contact and Regionals and Sales and Marketing contacts
- As a Collection/Recovery Specialist: I play a crucial role in managing and recovering
- Delinquent accounts and assets
- Account management: Monitoring and managing accounts that in default or at risk of Default, ensuring timely communication with customers
- Recovering Strategies: Developing and Implementing effective recovery strategies to minimize losses and maximize asset recovery
- Negotiation: Engaging with customers to negotiate payment plans or Settlements, aiming to recover outstanding debts while maintaining a positive customer relationship
- Collaboration: Working closely with other departments, legal, Customer Service, Open
- Collection, Maturity Billing, Accounting, Repossession, Early Termination, Title, Credit
- Reporting, Fraud, lease end and maturities
- Customer Education: Educating Customers about their financial obligation and available options to help them avoid future delinquencies.
Help Desk Support
Tangoe, Inc
Columbus, OH
11.2015 - 11.2016
- Technical Support: Assisting users with technical issues related to software, hardware, or services offered by Tangoe
- Problem Resolution: Troubleshooting and resolving issues efficiently, often by following defined processes and using ticketing system
- User Assistance: Helping users navigate services, tools, and platforms provided by Tangoe, ensuring they maximize their use
- Incident Management: Logging Incidents, prioritizing them, and escalating to relevant teams, or departments as necessary
- Communication: Acting as a communication bridge between users and other department, providing updates or status of issues and service requests
- Knowledge of Base management: Creating and maintaining a repository of information such as FAQs, manuals, and troubleshooting guides to support users
- Feedback Gathering: Collecting User feedbacks to improve services and identify potential areas for enhancement.
Job Coach
Job Coach Embracing Autism
Columbus, OH
10.2014 - 11.2015
- For Embracing Autism typically plays a vital role in supporting individuals on the Autism
- Spectrum as they navigate the job market and develop their careers
- Responsibilities:
- Assessment: Evaluating the strengths, skills and interest of the individuals to help them identify suitable job opportunities
- Job Search Assistance: Providing guidance on Job Searching techniques, including resume writing
- Interview preparation, and networking strategies
- Skill Development: Helping clients develop essentials job related skills, such as communication, teamwork, and time management tailored to their unique needs
- Employer Liaison: Building relationships with employers to promote inclusive hiring practices and educate them about the benefits of hiring individuals with autism
- On-The-Job Support: Offering support during the initial stages of employment, including job coaching at workplace to help individuals adjust to their roles and address challengers
- Ongoing Support: Providing continuous support and follow -up to ensure long -term success and Job retention, addressing any issues that may arise
- Training: Conducting workshops or training sessions for both clients and employers to foster understanding and promote a supportive work environment.
Rehabilitation Specialist
Alvis House
Columbus, OH
07.2013 - 10.2014
- Monitor individual’s self-management skills (in health and behavior management).
- Individuals basic first aid, fire safety, emergency skills
- Attend individual and inter-agency staff meetings related to individuals
- Provided personalized service to meet and exceed client time and quality expectations
- Report the development of individuals by observing and documenting individual health care issues
- Train and support individuals in daily tasks, such as cleaning of living areas, personal laundry responsibilities, meal preparation, and community outings.
Supported Living Coordinator
Goodwill Columbus
Columbus, OH
06.2006 - 09.2014
- Provide training to individuals with developmental disabilities in the areas of self-care, communication, self-direction, independent living, and mobility.
- Supervise individuals during meals by serving family style and eating with residents.
- Train and support individuals in daily tasks, such as cleaning of living areas, personal laundry responsibilities, meal preparation, and community outings.
- Report the development of individuals by observing and documenting individual health care issues.
- Supervise individuals in taking medications as prescribed by the physician.
- Maintain a clean and orderly home environment by performing general cleaning duties.
- Adhere to confidentiality guidelines, as outlined by organization policy and HIPAA regulations.
- Attend Certified Habilitation Aide classes upon employment, and meet training requirements in accordance with current applicable Federal, State, and local standards, as well as organizational policies and priced
Customer Service Representative
Walgreen
Columbus, OH
01.2009 - 07.2012
- Greeted customers entering the store to ascertain what each customer needed
- Described product to customers and accurately explained details and care of merchandise
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Answered questions regarding store and products, while maintaining knowledge of current sales and store promotions
- Worked as a team member performing cashier duties, product assistance and cleaning while providing excellent customer service
- Assisted customers in person and via telephone.
- Handled customer complaints in a professional manner
- Processed refund for services charged in error
Education
High School Diploma - Marketing and Communication, General Studies
University Cheikh Anta Diop
06.1992
St
07.1990
Skills
- Financial Acumen: Understanding of the financial concepts, Investment principles and financial
- Options available in the automotive industry
- Customer service skills: Strong communication and relationship-building skills to assist customers
- And respond to needs promptly
- Attention to Details: Ensuring accuracy in financial documents, contracts, and compliance with
- Regulations
- Technical Proficiency:
- Familiarity with financial software, CRM system, and Microsoft Office
- Application, especially Excel
- Regulatory Knowledge:
- Understand of financial regulation and compliance within the automotive
- Sector
- Teamwork: Collaboration effectively with colleagues across different departments
Timeline
Customer Service Representative
BMW Financial Services
12.2016 - Current
Help Desk Support
Tangoe, Inc
11.2015 - 11.2016
Job Coach
Job Coach Embracing Autism
10.2014 - 11.2015
Rehabilitation Specialist
Alvis House
07.2013 - 10.2014
Customer Service Representative
Walgreen
01.2009 - 07.2012
Supported Living Coordinator
Goodwill Columbus
06.2006 - 09.2014
High School Diploma - Marketing and Communication, General Studies
University Cheikh Anta Diop
St