Mamour Diack
Customer Service Expert
Dakar
Summary of Career
1. Set the organisation and mission of multichannel Customer Service
2. Develop service procedures, policies and standards for Customer Service
3. Recruit and mentor customer service team
4. Monitor, train and supervise team and manage staff performance
5. Manage day-to-day activities in a customer service, analyse statistics and read, write and update reports
6. Manage costs and work out a strategy for improve revenue on a portofolio
7. Choose the right CRM regarding the specificity of customer service activity
8. Ensure a high quality of customer experience
9. Ensure strong purchaser satisfaction
10. Improve customer service experience, create engaged customers and facilitate organic growth on managed portofolio
Experience as Key Account Manager
PCCI Group
01 January 2005
31 October 2016
Several positions held during the 11 years spent at PCCI Group, the latter being Key Account Manager on a customer service offshored project for a french multinational telecommunications company (team of 200 members / turnover around 400.000€ per mounth) :
• responsible for managing the project team, the day-to-day activity and the policies to ensure a high quality of customer experience
Master 01 November 2006
Master in Sales Management