Adama Dia

*** * ******** ***#***

Meza, AZ *****

Telephone: 774-***-**** - E-mail: acx2kc@r.postjobfree.com

OBJECTIVE

I am looking to be a leader in a dynamic workplace that rewards a strong work ethic and provides opportunities to grow and advance my professional career. Working in a goal oriented environment is very important to me. I thrive in a challenging environment and master all aspects of the job. I’m looking for an opportunity to take all the skills that I have learned in my present and past positions, and utilize them in a new career path.

WORK EXPERIENCE

Call Center - Emergency Technical Support Agent, At OnProcessTechnology; OnProcess Technology, Ashland, MA 2014 – 2016

OnProcess Technology specializes in service supply chain optimization and customer experience management services to some of the world’s leading technology companies. One of their newest programs is for Ciena Global Technical Support. My initial role in Ciena GTS was as a Triage Specialist; a tier 1 position. I would ultimately dispatch the issue to either a work group, or directly to a Support Engineer. My job was to diagnose the severity of a customer’s issue and guide them through a given support path depending on what priority the case was. Through a series of qualifying questions, I would determine if a customer needed to speak with a Technical Support Specialist right away or if the issue was minor and could be worked during normal business hours

• Serving as a coach and mentor to my direct reports

• Using performance metrics to drive efficiency by compiling utilization data

• Engaging Interpreter services in order to serve customers from all over the world

• Filing nightly reports in order to update senior management on the operational aspects of the shift

• Training new agents on all new and updated processes

• Monitoring our incoming call queue and prioritizing calls that come on lines of differing severities

Teller/ Cashier at Riverside Mart – Gas Station and Convenient store, 2010 – 2014

Principal Class B Cashier – US Peace Corps, Dakar, Senegal, 2000 to 2010

• Perform duties relating to the advance, payment and accountability of funds

• Demonstrate excellent accuracy in reconciling funds on a daily basis

• Prepare Monthly Peace Corps Monthly Peace Corps Volunteers Living Allowance

Budget and Financial Assistant – US Peace Corps, 1998 to 2000

• Analyzed current and past budgets; Prepared and justified budget requests

• Allocated funds according to spending needs and performed cost analysis

• Closely examined accounting records to determine financial resources available

Principal Class B Cashier – US Peace Corps, Dakar, Senegal, 1986 to 1998

• Leveraged strong financial administrative skills in the management of funds

• Exhibited keen eye for accuracy in the daily reconciliation of funds

Storekeeper & G.S.O. (General Services Officer) - US Peace Corps, 1982 to 1986

• Received, stored and issued supplies and equipment

• Verified supplies received were listed on requisitions and invoices

• Maintained and monitored regular inventories for supplies

• Compiled reports of expenditures, inventory, and transactions

EDUCATION & TRAINING

• WebSTART Information Security Awareness Training, Certificate 2007

• WebSTART Information Security Awareness Training, Certificate 2006

• Federal Appropriation Laws, Certificate 2005

• US Department of State Training for Overseas Cashiers, Certificate 2003

• FOR Post Training, Financial Operation Resolution 2003

• I.F.O. Training, International Financial Operations, Johannesburg, 2003

• N.I.S. National Independent Studies, Certificate 2000

• Computer Training in Microsoft Outlook and Microsoft Windows NT, 2000

• Successfully completed Department of State Fire Protection Training, 1999

• I.F.O. Training, International Financial Operations, Bamako 1998

• I.S.M. Superior Institute of Management, Certificate 1995

• I.F.O. Training, International Financial Operations, Swaziland 1994

AWARDS

• Recognized for dedication on three occasions: “10 Years of Service”,“15 Years of Service” and “ 20 Years of Service awards.

• Peace Corps Senegal Outstanding Service Award, 2010

• Peace Corps Senegal Outstanding Service Award, 2009

• Department of State Meritorious Honor Award, 2007

• Peace Corps Certificate of Appreciation, 2006

• Department of State Superior Performance Award, 1997

• Peace Corps Superior Certificate of Superior Performance, 1995

• Peace Corps Certificate of Appreciation for Dedicates Service, 1990

• Peace Corps Special Recognition Award, 1986

• Recipient of Superior Performance Award, Special Recognition Award and Africa Region Admin Conference Award

• I.F.O. Training, International Financial Operations, Johannesburg, 2003

• N.I.S. National Independent Studies, Certificate 2000

• Federal Appropriation Laws, Certificate 2005

References available upon request

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