Customer Service Sales

Mr. Birama Dieng

**** * **** **** *** DR Apt.***

Arlington, VA 22303

Tel: 571-***-****

Email: acr5w3@r.postjobfree.com

EDUCATION

University Of Dakar, Senegal

B.S Natural Science and Chemistry, Dakar University, Senegal, 1985

British Institute, Dakar Senegal

Diploma in English and French translation (BEPA), 1986-1987

University Of Cambridge, England

Local examinations syndicate International diploma in English (FCE) 1990-1991

Pace University Pleasantville, NY

BS in Banking and Finance 1996-2000

CORE STRENGTHS

Strong organizational skills

Creative problem solver

Developed listening skills

Excellent communication skills

Fast learner with a wide range of practical skills

Effective solution development

Courteous demeanor

Energetic work attitude

Customer service oriented

Project Management

Cross-Selling/Up-Selling

Relationship Building

Training Facilitator

PROFESSIONAL HISTORY

BANKING, CREDIT UNION AND SALES EXPERIENCE

7/2010 to Present Account Executive International Cybertrans

Implemented marketing strategies which resulted in 20% growth of customer base; Designed new processes and systems for improving customer service satisfaction

12/2009 to 7/2010 E-Branch Administrators (World Bank-IMF Credit Union FCU)

Managed, controlled and administered the marketing and operations of the E-Branch. Ensured member service standards are achieved and maintained. Managed, coached and supported branch employees. Developed and promoted good cross functional relations among Credit Union and Sponsoring Organizations.

6/2006 to 12/2009 Supervisor, Correspondence and Call Center (World Bank-IMF Credit Union FCU)

Supervised Correspondence and Call Center Representatives; Investigated and resolved member inquiries and complaints in a timely and empathetic manner. Worked under strict deadlines and responded to service requests and emergency call-outs. Provided effective communication and member service to the lending, marketing and administrative teams on daily basis advised, assisted, evaluated, and mentored staff to ensure their awareness and compliance with the Credit Union’s policies and procedures.

8/2005 to 6/2006 Senior Member Services Specialist (World Bank-IMF Credit Union FCU)

Supported the entire member relations department of Bank-Fund Staff FCU as a senior Member Services Specialist; Organized weekly sales reports for the sales department to track product success; Created and Implemented training sessions for staff at contact points; Assigned to write policies and procedures for the entire Member Relations Department.

3/2001 to 8/2005 Member Services Representative (World Bank-IMF Credit Union FCU).

Provided customer service for an average of 30 walk – in customers, solved problems, and provided new product information.

5-1999 to 2-2001 Sales Associates – CFS Bank – Yonkers,

Gave financial advice, sold bank products and services, sold insurance products, Helped customers assemble a group of financial products from a variety of options. Daily responsibilities included Assistant manager of area responsible for reconciling bank checks, processing differences, managing staff of 4 bank tellers, performance reporting, training and hiring.

4-1997 to 4-1999 Associate Sales Engineer – GA Fleet Associates – Harrison, NY

Interfaced with contractors and engineers to design and process applications, specifications, submittals, calculated pricing, managed computer order entry system for entire plumbing department, provided support services to senior plumbing department staff.

TEACHING EXPERIENCE

Summers 1985 -1987 French Teacher – Alliance Franco-Senegalaise, Banjul, Gambia

Prepared and taught 6hrs/wk to beginner and intermediate classes of 15-20 adults

1986 to 1990 English Teacher – Gainde Fatma Junior Private High School Dakar, Senegal

Prepared and taught 10hrs/wk to classes of 40-45 students, offered review classes 3 hrs/wk at end of school year to prepare students for local and national exams

1991 to 1996 Language Teacher (French/Wolof) and Cross Cultural Facilitator, US Peace Corps, Senegal.

Prepared and taught French and Wolof approx. 30 hrs/wk at all levels, used competency based curriculum to teach Peace Corps trainees in various programs; organized and facilitated educational field trips and social events; Participated in assessment of trainees progress and of training program; Facilitated of cross-cultural training; Conducted motorcycle safety training

Fall 1996, winter 1997 Volunteer Tutor – Double Discovery Center, Columbia University, NY

Worked one on one with high school students for 3-4 hrs/wk in various subjects matter

Fall 2001, winter 2002 French Instructor, Fairfax Adult Education Program

Prepared and taught 4hrs/wk to beginner and intermediate evening classes of 15-20 adults

8/2005 to 6/2006 Acting Corporate Trainer Member Relations Department (World Bank-IMF Credit Union FCU)

Created and Implemented training sessions for front line staff, facilitated coaching and team building sessions.

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