THIERNO DIALLO
Fort Lauderdale,FL
Summary
Achieves established targets and team goals in outbound and inbound center environments. Customer service oriented by utilizing quantitative analysis tools to investigate problems thoroughly before developing comprehensive solutions, tailored specifically to each individual business need. Excels at presenting complex information in easy-to-digest format allowing clients to make informed decisions quickly. Dependable candidate ready to help team achieve company goals
Overview
9
9
years of professional experience
1
1
Certification
Work History
Personal Consultant
Regent Seven Seas Cruises
10.2023 - Current
- Provided customers with best deals and well-researched cruise options, Customized travel packages that met diverse needs and interests, leading to successful and memorable trips.
- Improved overall revenue by upselling additional services such as excursions, land programs, insurance, and upgraded accommodations when appropriate.
- Managed complex itinerary changes due to unforeseen circumstances.
- Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
- Enhanced team productivity by exceeding outbound calls metrics by 130 calls per day on strategies to improve performance metrics.
Order Management Specialist
Salesforce
08.2021 - 06.2023
- Managed sales-generated quotes, optimizing processes for efficient order management
- Diligently processed contracts and orders, ensuring compliance with revenue and company policies
- Improved contract order accuracy, resulting in a 10% reduction in account executive returns
- Orchestrated collaboration with legal, revenue operations, and finance teams, ensuring smooth handling of quotes and streamlining workflows
- Converted approximately 50 quotes per week, dedicating up to 2 hours per quote, resulting in a 75% reduction in quote order processing time within 3 months
Crew Scheduler
Republic Airways
01.2019 - 06.2021
- Streamlined crew scheduling operations, ensuring efficient appointment management and account data maintenance for a crew of 300
- Implemented company policies, achieving consistent adherence to call-time and quality standards, while efficiently addressing and escalating complaints
- Improved scheduling accuracy and customer satisfaction by successfully planning and adjusting crew schedules, resulting in on-time performance improvements and reduced flight delays
Customer Service Representative
American Airlines
09.2015 - 12.2018
- Provided exceptional customer service by assisting flyers with flight changes and advocating for their needs
- Ensured success by staying updated on global visa requirements, nationalities, and other relevant information
- Achieved high rates of positive feedback and received awards for performance by servicing over 400 people, especially during holidays
- Reduced complaints by over 50% and increased customer loyalty through enhanced boarding satisfaction scores
Education
BS - Business Administration Management
Indiana Wesleyan University
Skills
- Collaborative Multitasking
- Efficient Quote Conversion
- Time Management
- Communication
- Creativity
- Research and Development
- MS Office Suite
- Data Collection
- Delivery Assurance
- Scheduling
- Productivity Improvement
- Analytical Thinking
Interestsandskills
Collaborative Multitasking, Efficient Quote Conversion, Procedural Evolution, Communication, Resilience, Creativity, MS Office Suite, Google Workspace, Data Collection, Document Processing, Scheduling
Certification
Technical certificate in business administration
Languages
French
Native or Bilingual
Timeline
Personal Consultant
Regent Seven Seas Cruises
10.2023 - Current
Order Management Specialist
Salesforce
08.2021 - 06.2023
Crew Scheduler
Republic Airways
01.2019 - 06.2021
Customer Service Representative
American Airlines
09.2015 - 12.2018
Technical certificate in business administration
BS - Business Administration Management
Indiana Wesleyan University
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