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Mariam DIOP

Colombes

En résumé

> Summary :
Result & team ooriented Project Manager.
Working in a international and multicultural environment.

> experience:
-- Drive different initiatives and projects to allow the teams to reach the organization targets :
ERP implementation, collaboration to insourcing/outsourcing projects

- Creation and implementation of dedicated contact centers for top account customers (project team : 5 to 10 ressources).

Good experience in IT Customer support, Support centers

> Skills
- Good communication and interpersonal skills
- Process optimisation

Mes compétences :
Project management
Customer support
Green Belt certified /Six Sigma
ITIL Foundattion V3 certified
Black Belt Lean 6 sigma

Entreprises

  • Oracle

    Colombes maintenant

  • Oracle - Project Manager - EMEA/JAPAC Technology Service Center

    Colombes 2010 - maintenant Drive initiatives and projects for the EMEA and JAPAC Technology Service Center (TSC) to allow the organisation to reach the objectives

    • Understand customer needs and define projects scope with Support center managers and/or customer account managers
    • Evaluate the risks
    • Build the project plan (identify and quantify actions, resources and timelines)
    • Follow up the project actions
    • Communicate on project to Stakeholders / Management
    • Organise ‘Pilots’ when required
    • Train users when required (Travels in South Africa, Spain, Poland)
    • Close the projects

  • Sun Microsystems - Project Manager for EMEA support Center

    Santa Clara 2006 - 2010 In charge of implementation of new services for customers and in charge of the implementation of internal support Tools for the 'Level 0' Technical support.

    > Creation of dedicated contact centers for Top account customers.
    5 to 10 resources (Infrastructure reps. Contact center partner manager, trainer, customer account representative, Technical support managers )

    > Implementation of Case Management System implementation for EMEA Customer Care center :
    Coordination of a project team with 10 to 15 resources, closed collaboration with : partner managers, Global Subject matter experts of the contact center procedures, Global Trainer, testing teams…

  • Sun Microsystems France - Responsible of Partner Management on site

    Santa Clara 2001 - 2005 • Define objectives to achieve for the Partner
    • Lead meetings with the partner representative for activity reviews
    • Collaborate on the definition of the Process Improvement Plans
    • Collaboration on the transition of the call Center activity from
    France to Spain

  • Sun Microsystems - Subject Matter Expert for EMEA Customer Care Center

    Santa Clara 2001 - 2005 • Define procedure in collaboration with Support Center Managers
    • Create Diagram flows and work instructions for the Customer Care Center
    • Publication of procedure on the internal web page
    • Explain the Customer Care Center activity and main procedures to the customers visiting the Solution Center

  • Sun Microsystems - Customer Care Center Coordinator

    Santa Clara 1999 - 2000 • Train and Support the new Frontline agents
    • Receive customer request (By Phone, email, web).
    • Register and Dispatch the requests in respect of the quality objectives.

Formations

Pas de formation renseignée

Réseau

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