Customer Service Manager

Mohamadou Thiam

**** **** **** ****, ******, MD *0708 – 240-***-**** – *******@***.***

MULTI-LINGUAL (French & English) HOSPITALITY, SALES AND FACILITY MANAGEMENT SPECIALIST

Strengths and Skills: Strengths and Skills:

Supervision of Staff and Employees

Build productive, consultative relationships to guide potential customers through the sales cycle.

Facility Management

Personnel Policies and Procedures.

Training and Staff Development

Manual and Automated Financial Records

Safety and Claim Management.

EXPERIENCE

Moramy Group International

Owner/President,

Washington, DC July 2013-Present

International distribution of medical supplies, agricultural products, and computer software between the U.S., Europe, Asia, and Africa. Working with

Customers and providing an exceptional experience

Sales including inside sales, outside sales.

Outgoing personality with expertise at developing relationships.

Develop and aggressively grow direct relationships in a designated geography through prospecting, cold calls and relationship development

Create and manage relationships with area automotive retailers by demonstrating value as an on-line marketing strategy consultant, including hosting process audits and training.

Ensure customer satisfaction by responding quickly and accurately to dealer problems, concerns or needs and following thru on prompt resolution

Provide in-depth analyses and reports regarding field activities and dealership progress.

Provide written and verbal feedback to the product and operational teams on new product ideas and/or suggested modifications to existing products

Manage and monitor all contracts as well as account receivables.

Les champs Boutique

Operation manager

New york, NY March 2007 – July 2013

Essential functions as operation manager at les champs Boutique consist of

•Leading others and work effectively with store crews. Supervise, assign and direct activities of the store’s crew

•Effectively communicate information to store crew and supervisors in an open and timely manner

•Support Store Manager with actions plans for operational and service improvement

•Assist customers with their questions, problems and complaints

• Overall store management, supervision, and policy implementation

• Sales and inventory management

• Employee staffing, training, and development

• Financial management

• Customer service leadership

Philips Parking, April 2001-February 2007

Senior Facility Manager

New york, NY

Adherence to corporate policies and procedures; clearly communicates their importance to staff Maintain existing customer base.

Build strong client relationships

Market and evaluate new business opportunities.

Assure cash control; adherence to company cash handling procedures

Set measurable goals and expectations for self and team.

Insure customer loyalty by providing excellent customer service and responding immediately to customer concerns.

Provide initial and on-going training and support to staff

Assist with grooming of promotable employees

Schedule employees to assure adequate staffing at all times

Provide timely reports to payroll and Human Resources

Review payroll to assure accuracy

Participate in the hiring and employee management processes

Establish and manage site in accordance with budget

Manage expenses not to exceed budget

Assure site is appropriately staffed

Participate in company meetings.

Provide updates to management.

Responsible for providing solutions to site business growth actions, by developing space alternatives and cost estimates in support of the established workplace guidelines. Provide financial accountability for all site facilities related expenses by establishing operational budgets, forecasting expenses, reviewing and approving monthly invoices, and tracking any changes to scope and/or service levels with financial impact.

Liaises with business and function representatives to ensure facilities operational strategies, service levels, and quality support business objectives for assigned site. Develops and implements continual process improvements that increase quality, efficiency and customer satisfaction while decreasing operating costs.

November 1998– January 2002

Fleur D’orleans

Private Elementary School

Belstville MD

French Teacher

Preparing and gathering resource material related to French language for the students

Motivating the students to converse and write in French language

Providing guidance and help to the students with difficulty in language acquisition

Formulating different teaching methods to arouse interest in students to learn French language

Identifying the language learning problems of students and guiding them to overcome these problems

Providing career guidance to the students and organizing classroom discussions

Hospital of Paris August 1995 – June 1998

Environment Manager

Paris France

Acts as liaison to departments in the hospital to ensure expedient response to patient and customer concerns. Trains, educates and develops staff to equip them with the basic skills for good customer service and to perform job duties/responsibilities in line with best practices of infection control. Makes rounds throughout the Hospital and other hospital buildings to inspect and check the work of employees to ensure proper cleaning/disinfecting techniques and adherence to cleaning schedules. Develops and ensures adherence to Environmental Services departmental budget. Provide explanations for budget variances, including overtime. Maintain knowledge of current Environmental Service processes and procedures. Monitors daily operations to ensure compliance with departmental quality standards. Supervises the activities of personnel by interviewing and making decision for hiring, training, coaching, evaluating and terminating employees. Communicates expectations to staff. Monitors and reviews staff performance on a regular basis. Maintains good rapport and cooperative relationships. Approaches conflict in a constructive manner. Helps to identify problems, offer solutions and participate in their resolution. Maintains the confidentiality of information pertaining to patients, physicians, employees and visitors to the Hospital. Assumes responsibility for performance of job duties in the safest possible manner to assure personal safety and that of subordinates and to report all preventable hazards and unsafe practices immediately to the Safety/Risk Manager.

EDUCATION

B.A., Business Management, Institute Superior Entrepreneurship & Management, Dakar, Senegal, 1992

High School Diploma, Lycee Chaptal of Paris, Paris, France, 1988

Contact this candidate