Fatou Traoré – **** Eagle Creek Drive, Shelby Township, MI 48317 – 248-***-****

adwedh@r.postjobfree.com

Bilingual professional (French/English) with more than 15 years of experience in various capacities, mainly within the automotive industry.

Seeking a challenging position to utilize my wide range of strong skills (automotive literature, technical troubleshooting, warranty processing).

Prefer an occupation requiring responsibilities and a variety of tasks for a dedicated and efficient individual to advance.

SKILLS:

Proficient technical publisher & content creator for Service Solutions, Technical Bulletins and Recall notices.

Experienced in developing and writing process documentation.

Trained in reading and interpreting electrical wiring, mechanical prints and related documents.

Demonstrated understanding of automotive processes & various systems troubleshooting in US, Canadian & International markets.

+10 year experience in translating and post editing with SDL Trados

Proficient using triage tickets in Jira Service Desk, Salesforce, Microsoft Teams, Word, Excel, Outlook and Powerpoint.

Fluent in French and English, spoken and written.

Dedicated to offering superior service to internal and external customers while staying focused on delivering the best experience, even in challenging situations

Self-motivated, agile and quick learner.

Comfortable with collaborative projects with a proactive approach to exceeding expectations.

Enjoys working in a fast-paced cross-functional environment with continuous training.

Reliable team member with a flexible work schedule.

Capable to efficiently verify, organize and reconcile multiple sources of information with accuracy.

Proven ability to effectively balance tasks/projects to regularly meet and exceed strict deadlines while paying attention to details and staying organized.

EXPERIENCE:

- Wabco/ZF Group (Insight Global) – 1220 Pacific Drive - Auburn Hills – MI 48326 – 833-***-****

Bilingual Technical Service Desk Professional: January 2019 - Present

Our team is responsible for the technical support and warranty adjudication of all ZF Group systems installed on Medium and heavy-duty trucks and trailers.

We maintain an accurate database in SalesForce, confirming the integrity of all information collected (VIN, full customer contact information, fault codes and matching part number)

We assist the Dealers in the resolution of uncommon functions in our products.

Ensure all concerns are resolved in a timely manner while staying focused on providing a positive experience when answering a wide range of technology related, concerns and questions.

We retrieve and resolve active codes in electronic ABS modules in Diagnostic software such as ToolBox and Snap-on

We use Salesforce to process warranty requests submitted by phone and email, and thoroughly document the troubleshooting process, then communicate prescribed troubleshooting steps leading to the decision to approve or deny part replacement and warranty coverage.

We coordinate hardware shipping when escalation to in house Lab testing becomes necessary, we also follow up with our customer and inform them of the final decision.

We additionally assist technicians in registering, accessing and navigating our diagnostic software, our team has forefront visibility on new repair trends and is the companies’ main resource for training

- VolksWagen (Randstad technologies) – 3800 Hamlin Road – Auburn Hills – MI 48326 – 866-***-****

Technical Content Creator and Translator, English to French or French to English (written and spoken): January 2012 – December 2018

Our group translated all literature for Volkswagen & Audi dealerships and suppliers

Owner Manual - Service Solutions - Technical Bulletins - Repair Manuals - Recalls using Trados translation software.

- Security Inspection (Human Capital Staffing) – 6001 N Adams Rd – Bloomfield Hills – MI 48304

Bilingual IT Help Desk Administrator: December 2009 –December 2011

Answered calls and emails from Chrysler dealerships and aftermarket customers regarding software and hardware operation of computer and automotive diagnostic tool WiTech.

Successfully identified and resolved trouble codes by providing technical assistance and support or forwarded escalations for a Level 2 review. Assisted new dealerships and OEM with orders and wireless configuration of brand-new diagnostic tool after coordinating their global roll out.

- Entertainment Publications – 1414 East Maple Road - Troy - MI 48083 – 248-***-****

Client Relations Representative: Mars 2008 – November 2009

We published the Entertainment Coupon books and also offered an online membership which is a very popular web-based addition to the discount books (coupon). I was responsible for 35 regions out of our 150 editions in the USA and Canada.

I was in constant contact with our featured merchants to ensure that the information we publish each year is the most up to date.

For compliance purposes, I also followed up with customers once they answered our consumer survey. Some of my other duties involved translating our notional campaigns for our French-Canadian Markets.

- Pitney Bowes - 34705 Twelve mile road - Farmington Hills - MI 48331 - 248-***-****

Project Manager: January 2008 – Mars 2008

Organized the operations of an internal reward program for employees of Tenneco and Napa. Supervised redemption of reward points and tracking of orders.

- Volkswagen (Perot Systems) - 3499 Hamlin road - Rochester Hills - MI 48309 - 972-***-****

Customer Care Advocate: March 2006 – January 2008

Answered and documented incoming calls in a high volume call center environment. Consistently exceeded metric requirements. Processed warranty, recall claims and resolved concerns from our French, as well as English speaking clientele.

EDUCATION:

2000 - 2002 Macomb Community College - Associate Degree in General Studies 2004

Over 15 years of professional experience in various capacities, mainly within the automotive industry.

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