Aminata NDIAYE
Certified Associate in Project Management (CAPM)® Candidate
Calgary,AB
Summary
Driven Coordinator provides excellent customer service and management support. Possesses strong communication and interpersonal skills with demonstrated ability to manage priorities and work successfully in a fast moving environment. Attention to detail and solution-oriented with strong analytical and problem solving skills.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
2
2
Certificates
3
3
Languages
Skills
Customer Relations
undefinedWork History
Senior Assistance Coordinator
AXA Partners
Chatillon, Paris Region, France
01.2023 - 05.2023
- Support operations chief coordinator to improve AXA motors partners (Porsche, Mercedes, Bentley, Renault, Honda) Service Level Agreement (SLA) adherence by helping to provide new operational processing: Data retrieval, organizing feedback/Q&A sessions, sharing best practices.
- Liaising communication between operation teams and OEM customer care teams, ensure all parties relevant to provision of effective assistance are correctly notified and updated on regular basis.
- Collaborate and communicate with partners stakeholders as well as with local AXA teams or correspondents in France, Europe and north Africa, to resolve escalated or complexes roadside assistance cases.
- Handle and resolve escalade or complex cases, handle ICFs (immediate customer feedback) and make resulting outgoing calls to manage customers complaints.
- Organize and deploy in-service training for permanent employees in order to maintain high quality standards meeting partners requirements and/or to adjust to new contracts and management processing.
Expert Assistance Coordinator
AXA Partners
Chatillon, Paris Region, France
01.2022 - 12.2022
- Co-ordinate, assign and review work of group of agents (4 to 8 people) engaged in providing road side assistance for OEM (original equipment manufacturer) as Porsche, Mercedes, Bentley, Honda, Renault.
- Control quality and compliance of cases: Data retrieval to assess application of partners processes, respect of standards for service providers and billing service before reports.
- Quality control for inbound and outbound calls
- Follow assigned agents monthly progress and generate reports
- Resolve cases issues for customers, partners, providers via phone and email by using strong comprehension and analytical skills.
- Update, prepare, deliver initial training for new employees to AXA Partners’ Customer Relationship Management and IT software.
- Guide and supervise learners during their integration.
Senior Customer Service Advisor
AXA Partners
Chatillon, , Paris Region, France
01.2018 - 12.2021
- Manage motor assistance cases for AXA Partners’ customers (insurers, car manufacturers, brokers, fleets, rental companies, etc.) in France, Europe and North Africa.
- Answer calls and deliver excellent customer service by providing relevant and accurate information to every customer based on appropriate protocols, professional expertise and training.
- Ensure customer expectations are met and exceeded on every call so as to successfully complete every case.
- Utilize strong attention to detail, remaining calm in face of challenge to effectively help customers when they need most.
- Accurate and timely completion of case notes/ logs / diaries for each customer.
- Deployment of cases to appropriate and approved suppliers and providers.
Retail Associate
Maisons Du Monde
Paris, Paris Region
10.2015 - 11.2017
- Provided excellent customer service and support to customers in a fast-paced retail environment.
- Managed stockroom activities such as receiving shipments, stocking shelves, organizing items according to department standards.
- Built and maintained customer base through promotional invitations and store events.
- Operated cash register accurately and efficiently while processing payments from customers.
Education
Bachelor of Arts - International Economics
Paris-Panthéon-Assas Université
Paris, France 09.2014 - 09.2015
Bachelor of Arts - Foreign Languages And International Business/Trade
Nantes Université
Nantes, France 09.2012 - 06.2014
University Diploma of Technology - Marketing Techniques
Université D'Angers
Angers, France 09.2010 - 06.2012
Certification
[Certified Associate in Project Management (CAPM)®] Training - PMI
Timeline
[Certified Associate in Project Management (CAPM)®] Training - PMI
08-2023
Senior Assistance Coordinator
AXA Partners
01.2023 - 05.2023
Expert Assistance Coordinator
AXA Partners
01.2022 - 12.2022
WES:Verified International Academic Qualifications
04-2021
Senior Customer Service Advisor
AXA Partners
01.2018 - 12.2021
Retail Associate
Maisons Du Monde
10.2015 - 11.2017
Bachelor of Arts - International Economics
Paris-Panthéon-Assas Université
09.2014 - 09.2015
Bachelor of Arts - Foreign Languages And International Business/Trade
Nantes Université
09.2012 - 06.2014
University Diploma of Technology - Marketing Techniques
Université D'Angers
09.2010 - 06.2012
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