Dieynaba D. Email & Phone Number

Dakar, Dakar Region, Sn

Remote

Be responsible for the day to day operational performance of our Outsourced partners and work with our partners to ensure consistency of quality & adherence in all sites. Travel to partner sites, as required by Zepz and be on site to support, where possible.Develop and maintain strong working relationships with the teams that deliver support for our customers internally & externally.Collaborate with internal departments to ensure complete end to end management of the partners… Show more Be responsible for the day to day operational performance of our Outsourced partners and work with our partners to ensure consistency of quality & adherence in all sites. Travel to partner sites, as required by Zepz and be on site to support, where possible.Develop and maintain strong working relationships with the teams that deliver support for our customers internally & externally.Collaborate with internal departments to ensure complete end to end management of the partners scope of work.Provide improvement initiatives to partners, as required.Monitor performance against Zepz requirements and provide feedback and insights to partners and stakeholders on how performance could be improved.Deliver consistently and hold partners accountable to the standard of delivery expected.Lead regular partner calls and meetings including ad hoc, weekly, monthly & quarterly business reviews.Leverage the relationship with our Outsourced Partners to provide “ Value Add” from the suppliers for the benefit of Zepz including insight on why customers contact and process improvements.Be accountable for the seamless integration of the outsourced workforce in the overall Customer Service function. Show less

Remote

• Hiring, Training & Coaching of Customer Care Managers & Senior Managers• Execute & share Senior leadership vision across board.• Help elaborate & run the department KPI’s. • Cross Team project coordination • Define, drive & coordinate the Francophone, Spanish, KYC, Escalation teams key performances.• Work with Global Head of Customer Care to define the department strategy. • Collaborate with work force management to define hiring needs.• Collaborate with Recruiting… Show more • Hiring, Training & Coaching of Customer Care Managers & Senior Managers• Execute & share Senior leadership vision across board.• Help elaborate & run the department KPI’s. • Cross Team project coordination • Define, drive & coordinate the Francophone, Spanish, KYC, Escalation teams key performances.• Work with Global Head of Customer Care to define the department strategy. • Collaborate with work force management to define hiring needs.• Collaborate with Recruiting to define our hiring strategy. Show less

Remote

• Overseeing the department in charge of users onboarding, fraud detection-investigation• Hiring, training & coaching of Risk Support Managers• develop and run the internal and external risk operational processes • Work with Risk and Support Operations to optimize verification decisions while reducing users friction.• Improve & maximize quality around new user interactions• Identify and implement language support needs for new markets in collaboration with… Show more • Overseeing the department in charge of users onboarding, fraud detection-investigation• Hiring, training & coaching of Risk Support Managers• develop and run the internal and external risk operational processes • Work with Risk and Support Operations to optimize verification decisions while reducing users friction.• Improve & maximize quality around new user interactions• Identify and implement language support needs for new markets in collaboration with Growth/Marketing• Work closely with the engineering manager and product manager to diagnose and address root problems with partners systems• Collaborate with our Customer Service and Growth teams to strategize and execute on opportunities for improving user experience around transaction-related issues.• Hiring & Scheduling of Support risk representatives Show less

Remote

• Build and grow a French-speaking support team • Design the user flow and escalation process for user issues reported via phone, text or email • Develop and fine tune training materials for the French-speaking support team • Be responsible for seeing that our French-speaking users receive the best possible experience when they contact us via phone, text or email. • Work with Sendwave’s Head of Operations to set metrics-based performance goals • Coordinate with our Internal… Show more • Build and grow a French-speaking support team • Design the user flow and escalation process for user issues reported via phone, text or email • Develop and fine tune training materials for the French-speaking support team • Be responsible for seeing that our French-speaking users receive the best possible experience when they contact us via phone, text or email. • Work with Sendwave’s Head of Operations to set metrics-based performance goals • Coordinate with our Internal Tools team to ensure the Francophone Customer Support Team has the needed resources • Hiring, training, coaching & evaluation of support representatives • Creation of KPIs monitoring tools Show less

Algeria,Ghana,Senegal,Tunisia,Uganda, Cameroon,Nigeria,Kenya,Morroco,Egypt,Ic

*Hiring,Training and coaching of countries Heads of Customer Service.*Follow and implement the global strategies and procedures, and clearly communicate and set goals. Support globally driven CS projects.*Closely monitor the performance and delivery of set SLA’s, and follow-up on daily operations*Build a strong relationship with the Head of Customer Service and COO in each country, take input, give feedback to, and ensure a strong cooperation*Retrieve feedback, provide guidance… Show more *Hiring,Training and coaching of countries Heads of Customer Service.*Follow and implement the global strategies and procedures, and clearly communicate and set goals. Support globally driven CS projects.*Closely monitor the performance and delivery of set SLA’s, and follow-up on daily operations*Build a strong relationship with the Head of Customer Service and COO in each country, take input, give feedback to, and ensure a strong cooperation*Retrieve feedback, provide guidance and direction where necessary, take initiative to improve procedures, create new work flows, and share learnings and best practices*Interact with, give feedback to, and nurture the relationship with the other Regional Heads *Regularly report to the Central HQ as well as Country Teams on the delivery of set SLA, the customer satisfaction, the customer experience overall and suggestions on how to improve*Represent and provide the Voice of the Customer across the business & monitor cost related to the departement*Design and improvement of customer service tools and processes *Make sure all the processes remain customer friendly and allow profitability*Telesales management & performances monitoring Show less

Senegal

*Build, organise & monitoring of Customer Service Sales channel & impact on NMV target*Work closely with central team to ensure we set up a customer center care*Quality Management, Audit & Checks with corrective measures *Coordination of regional customer management related project (Quality management)*Assesment of hiring need & recruitment*Build and develop the customer service team according to targets*Identify customer needs and expectations, and help develop a… Show more *Build, organise & monitoring of Customer Service Sales channel & impact on NMV target*Work closely with central team to ensure we set up a customer center care*Quality Management, Audit & Checks with corrective measures *Coordination of regional customer management related project (Quality management)*Assesment of hiring need & recruitment*Build and develop the customer service team according to targets*Identify customer needs and expectations, and help develop a strong customer service strategy.*Ensure all processes are adapted , remain customer friendly and enable growth*Schedule capacity needs & agent shifts*Monitoring of customer service profitability*Conduct technical trainings to help team member achieve their targets*Ensure that Customer Experience feets the company needs*Global team Management*Develop & adapt a standard of Service for Customer Satisfaction Show less

Sénégal

*Developp a Cross- Company Customer Service Team*Monitoring of Cost profitability*Ensure all business are on target*Develop & adapt a standard of Service for Customer Satisfaction*Build & adapt processes for E-Commerce & Food*Develop a strong customer service strategy.*Ensure all processes are adapted , remain customer friendly and enable growth*Schedule capacity needs & agent shifts *Conduct technical trainings to help team member achieve their targets… Show more *Developp a Cross- Company Customer Service Team*Monitoring of Cost profitability*Ensure all business are on target*Develop & adapt a standard of Service for Customer Satisfaction*Build & adapt processes for E-Commerce & Food*Develop a strong customer service strategy.*Ensure all processes are adapted , remain customer friendly and enable growth*Schedule capacity needs & agent shifts *Conduct technical trainings to help team member achieve their targets *Global team Management Show less

West & Central Africa

*Build and develop the customer service team according to projections*Identify customer needs and expectations, and develop a strong customer service strategy.*Ensure all processes are adapted , remain customer friendly and scale-able for growth*Schedule agent shifts and organize capacity to meet business needs.*Monitoring of customer service profitability*Conduct technical trainings to help team member achieve their targets *Ensure that Customer Experience feets… Show more *Build and develop the customer service team according to projections*Identify customer needs and expectations, and develop a strong customer service strategy.*Ensure all processes are adapted , remain customer friendly and scale-able for growth*Schedule agent shifts and organize capacity to meet business needs.*Monitoring of customer service profitability*Conduct technical trainings to help team member achieve their targets *Ensure that Customer Experience feets business trajectory*Global team ManagementJumia Travel is the leading online hotel booking service which provides with the best hotel booking experience and with fast, reliable and easy-to-use services. Jumia Travel has the best curated hotels in Africa and around the world. Unlike the traditional way of booking hotels, in which the travel agent chooses for customers, Jovago gives them access to the hotel inventory (200,000 destinations online) so they can browse, choose and book their favorite hotels.Jumia Travel is active in the following countries: Algeria, Bangladesh, Benin, Botswana, Cameroon, Cape Verde, Congo, Djibouti, Democratic Republic of Congo, Egypt, Ethiopia, Gabon, Gambia, Ghana, Ivory Coast, Kenya, Madagascar, Malawi, Mali, Morocco, Myanmar, Namibia, Niger, Nigeria, Pakistan, Rwanda, Senegal, South Africa, South Sudan,Tanzania, Togo, Tunisia, Uganda, Zambia, Zimbabwe.Jumia Travel is part of JUMIA GROUP and Asia Pacific Internet Group (APACIG), two global and leading incubators of start-ups specialized in e-commerce. JUMIA GROUP former AIG (Africa Internet Group) is founded in 2012 and is currently operating in 26 African countries, employing over 3,000 people. JUMIA GROUP is backed by Millicom, MTN and Rocket Internet... Our Group is led by top talented leaders offering a great mix of local and international talents. Show less

West & Central Africa

*Define and implement loyalty strategies*Booking Management process (B2C relationship with customer and B2B with partner hotels) * Gather and analyze customer needs*Know the customer and tailor the offer to their needs *Establish a customer database * Propose tools and projects to improve the customer relationship management* Drive guidelines & how to received from top management* Analyze the results of the actions carried out*Review, correct & validate the… Show more *Define and implement loyalty strategies*Booking Management process (B2C relationship with customer and B2B with partner hotels) * Gather and analyze customer needs*Know the customer and tailor the offer to their needs *Establish a customer database * Propose tools and projects to improve the customer relationship management* Drive guidelines & how to received from top management* Analyze the results of the actions carried out*Review, correct & validate the content team uploads*Management of translation team & corrections Show less

Dakar, Sénégal

Coordination of different department Vocational training of unqualified employees Management of Staff Implementation of procedure and standard of service Monitoring and assessment of hotel’s profitability Implementation of running tools activities Evaluation of investment and purchase needs Implementation of reporting tools between staff and direction Turnover increase Management of customer relation, reservation and back office Implementation… Show more Coordination of different department Vocational training of unqualified employees Management of Staff Implementation of procedure and standard of service Monitoring and assessment of hotel’s profitability Implementation of running tools activities Evaluation of investment and purchase needs Implementation of reporting tools between staff and direction Turnover increase Management of customer relation, reservation and back office Implementation of promotion tools and pricing Show less

Dakar, Sénégal

Establishment of internal communication plan Implementation of Marketing and Promotion tools for Senegalese Tourism Study and segmentation of touristic supply and demand …

Région De Toulouse, France

 Market segmentation and repost to competitor’s offer Reception and customer support online Counselling and product sales Development of customer loyalty Assistance to client needs

Toulouse, Occitanie, France

Collioure- France

 Reception and customer support Reservation and planning management (phoning, mailings) Billing and back office management Check In/ Check out Group and staff management…

Préfecture De Tanger-Asilah, Morocco

 Management and follow-up of food store Management of supplier relation Establishment of accounting balance sheet and daybook Establishment of order form and food and beverage control…

Master'S Degree Economy & Management (Honours)

Master'S Degree, Management & Business Administration, (Honours)

Bachelor Degree In Technics Of Production & Sales, (Valedictorian)

Baccalauréat, Litterature & Moderne Languages

Activities and Societies: Membre du club de Littérature, d'Art et de Philosophie