Djiguiba Ndiaye (Jiggy)
Sherbrooke,QC
Summary
Conscientious, dedicated and energetic manager with experience working with talented Operations/Sales leadership. Prioritizes reaching goals and maintaining high value customer service. Uses tact and diplomacy to achieve win-win outcomes. Great team builder and player, comfortable thriving in competitive, fast-paced environments. High interest in sustainable energy and autonomous system.
Overview
9
9
years of professional experience
Work History
Operations Supervisor
ShawDirect / Rogers
02.2021 - Current
- Supervises daily operations that impacts $1 billion+ line of business through Sales, Care, Loyalty and technical support.
- Trains and mentored a team of 25-30 members to enhance Sales skills and Retention performance alongside operational efficiency.
- Implement process improvements to streamline workflows and reduce operational delays.
- Promote incentive programs and limit turnover rate
Customer Care Team Lead / Supervisor
Walmart Canada
11.2016 - 02.2021
- Actively involved into Growth of Walmart Canada Retail/Online into a $3 Billion by building trust through exceptional customer experience.
- Assess the client's needs and implement action plans.
- Share feedback and activity with Client through Weekly or Monthly Business Review
- Mastering available tools for reporting
- Used company troubleshooting resolution tree for internal technical problems to find appropriate solutions.
- Analyze different LOB's performances
- Efficient communication with managers, agents in order to align team on goals and priority to focus on
- Monitor Absenteeism, identify Top and Low performers
- Issue Warning, JDS when it applies
- Assign tasks to SME's and coaching for results
- Set up Schedules to optimize agents productivity in order to stay cost-effective
- Maintain a healthy working environment
Sales Advisor
Videotron Lte
03.2024 - 01.2025
- Driving sales through all dedicated platforms (Phones, Conventions, Trade shows, Door to Door).
- Analyze customer needs to provide tailored product recommendations and delivered exceptional customer experience.
- Promote referential program
- Optimize sales strategies and processes with team members.
- Products testing and feedback
Education
Associate of Science - Civil Engineering Technology
Cegep Andre Laurendeau
Montreal05.2013
Bachelor of Science - Analytical Sciences
GS Machala
Dakar, Senegal07.2008
Skills
- Managed Operations, KPI and Revenue
- Internal complaints resolution / De-escalation
- Conduct meetings, dispatch tasks, enable creative mindset
- Stocks and inventory management
- Report preparation (Excel, Powerpoint, Copilot)
- Communication (Sharepoint, Outlook, Automate, PowerBI etc)
- Others: CRM, Salesforce, CSC (Oracle), Avaya, Service-now etc
Languages
French
Native or Bilingual
English
Full Professional
Timeline
Sales Advisor
Videotron Lte
03.2024 - 01.2025
Operations Supervisor
ShawDirect / Rogers
02.2021 - Current
Customer Care Team Lead / Supervisor
Walmart Canada
11.2016 - 02.2021
Associate of Science - Civil Engineering Technology
Cegep Andre Laurendeau
Bachelor of Science - Analytical Sciences
GS Machala
Hobbies / Lifestyle
- Science/Technology, Nutrition
- Soccer, Basketball
- Time with family and Nature explorer