AKFreelancer profile translated to English.
Back to original languageAbout Abdoulaye
Hello and welcome to my profile.
I am Abdoulaye Marcel Kourouma, a customer relationship and service provider management professional with over 15 years of experience in the energy, service, and commerce sectors.
I help companies improve the performance of their customer operations by optimizing their processes, effectively managing their external partners, and ensuring a high level of quality and customer satisfaction.
What I can offer you:
B2B / B2C customer journey management
Service provider management and monitoring
Analysis and optimization of operational flows
Training and support for internal and external teams
What sets me apart:
Rigor, benevolence, and team spirit.
A good knowledge of CRM tools (SAP, Siebel, Salesforce, Excel, PowerPoint).
Solid field experience.
Types of missions I usually undertake:
Management of customer relationship outsourcing projects
Implementation of performance indicators and dashboards
Diagnosis and improvement of customer satisfaction
Supervision and training of sales or support teams
Management of quality and optimization of service provider costs
I am available for consulting, management, or operational support missions in your customer-oriented projects.
Let's work together to make the customer experience a true lever for performance.
French
Native or bilingual
English
Basic
Can work on-site
Paris (up to 50km)
Experience
- ENI Gas & Power,Customer Operations ManagerENERGY AND UTILITIESNovember 2013 - July 2016 (2 years and 8 months)Levallois-Perret, France• Performance analysis and implementation of action plans• Team management and monitoring of service quality• Training and support for employees
- ENIService Provider Management Project ManagerENERGY AND UTILITIESAugust 2016 - Today (9 years and 10 months)Levallois-Perret, France- Management of outsourced activities (direct relationship with service providers)- Capacity management to ensure efficient processing of customer flows- Process improvement and implementation of corrective solutions- Deployment of strategic improvements in collaboration with internal departments (marketing, customer experience)- Budget monitoring and service provider invoicing
- Mission Direct Energie,Customer Service Representative, CCA InternationalENERGY AND UTILITIESSeptember 2010 - April 2012 (1 year and 7 months)92120 Montrouge, France• Debt collection and administrative processing of payments• Resolution of customer complaints
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Education
- DEESMA (European Diploma of Higher Education in Marketing)School for Preparation of Business Practice (EPPA)2005DEESMA (Diplôme Européen d'Etude Supérieure en Marketing)
- Commerce and International Relations (Bac +2)Institute of Study for Commerce and International Relations (ILERI)2004Commerce et relations internationales (bac +2)