Summary
Overview
Work History
Education
Skills
Timeline
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Adja Diallo Ndour

Calgary,AB

Summary

Operations and data analyst with expertise in the mobility sector, helping through technology to make cities more sustainable. I have dedicated my entire professional life to operations and data analysis. The change of focus I have made allowed me to help the different teams I have worked with to improve their work and support decision making process.

Overview

6
6
years of professional experience

Work History

GLOBAL C_OPS TECH & SERVICES SOLUTIONS ANALYST

Cabify
09.2021 - Current
  • Admin of the technology tools used by the company (Zendesk Suite, Aircall, Talkdesk, Tymeshift, ClickUp etc.)
  • Configuration of virtual assistant (Lex, AWS)
  • Project management for new tool’s implementation.
  • Data analysis and report making with Tableau and Zendesk Explore.
  • Maintenance and continuous and proactive improvement of C_Ops Tech tools
  • Maintenance of technology solutions developed with our own code.

Data Analytics Teacher Assistant

Ironhack
11.2021 - 12.2022
  • Review and prepare exercises to practice topics covered in class
  • Solve doubts and help students
  • Support students during bootcamp
  • Correction of daily exercises from students

GLOBAL OPERATIONAL EXCELLENCE ANALYST

Cabify
04.2021 - 09.2021
  • Development of protocols and operational control processes on a global scale
  • Analysis and optimization of projects execution, measurement and monitoring of processes and KPIs that impact the experience and life cycle of our different user audiences
  • Data analysis and generation of reports to discover insights in order to work solutions within different multidisciplinary groups

LOCAL QUALITY OPERATIONS ANALYST

Cabify
08.2019 - 04.2021
  • Automatation of internal process based on scripts, focused on data management with Python or VB
  • Dashboard and reports development to support decision making process
  • Monitoring of main quality KPIs and proposing processes improvements
  • Reviewing and controlling of the daily operation, ensuring adherence to procedures and controls
  • Design and document new quality processes

Customer Service Representative

Cabify
04.2017 - 08.2019
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Dashboard development for KPI monitoring
  • Analysis and audit of agent tickets

Education

Bootcamp Data Analyst

Ironhack
Madrid, Spain
11.2020

Bachelor of Science - Bachelor of Arts in Phycology

University of Complutense
Madrid, Spain
09.2016

Skills

  • Data analysis
  • Computer software knowledge
  • Computer programming
  • Knowledge in Python
  • Knowledge in Tableau
  • Knowledge in Zendesk
  • Customer service
  • Business development
  • Amazon Bot LEX

Timeline

Data Analytics Teacher Assistant

Ironhack
11.2021 - 12.2022

GLOBAL C_OPS TECH & SERVICES SOLUTIONS ANALYST

Cabify
09.2021 - Current

GLOBAL OPERATIONAL EXCELLENCE ANALYST

Cabify
04.2021 - 09.2021

LOCAL QUALITY OPERATIONS ANALYST

Cabify
08.2019 - 04.2021

Customer Service Representative

Cabify
04.2017 - 08.2019

Bootcamp Data Analyst

Ironhack

Bachelor of Science - Bachelor of Arts in Phycology

University of Complutense

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Adja Diallo Ndour