Freelancer profile translated to English.

Description

A versatile professional, I know how to provide easy and effective solutions in every situation. My excellent interpersonal skills allow me to establish a climate of trust with my contacts, whether they are clients, colleagues, or partners. I cultivate this trust through my listening skills, my responsiveness, and my commitment to always provide service with respect and efficiency. I place great importance on the satisfaction of the people who trust me and invest myself fully to offer them the best support.

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational
Wolof
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

APHP
Social Management Controller
PUBLIC SECTOR
May 2023 - Today (3 years and 1 month)
Paris, France
Implement, control, and analyze the budget procedure for Non-Medical Personnel (PNM) and its financial impacts;

· Design and implement management methods and tools to ensure the efficient use of the establishment's resources;

· Advise decision-makers regarding business development;

· Prepare external (GHU/APHP Headquarters) and internal (DMU) budget conferences;

· Contribute to the monitoring of DMU organizational structures;

· Allocate and monitor PNM resources delegated to DMUs/Departments in conjunction with site management and DMU HR referents;

· Conduct studies/syntheses related to HR budgeting and PNM staffing;

· Make HR data available within the GHU (General Management, Finance Department, Site Management, DMU);

· Ensure the quality of HR data in various information systems;

· Monitor workforce planning;

Complementary Missions

· Travel to the various GHU sites (cross-functional position);

· Respond to ad-hoc requests;

· Contribute to the functioning of the HR control department;

· Participate in restricted and expanded HR coordination meetings.
GROUPE SONATEL
Technical and Commercial Support via Social Network
DIGITAL AND IT
February 2019 - November 2019 (9 months)
Rigorously follow up on all complaints received and sent to the relevant departments.

Support clients with their problems and/or requests.

Diagnose, analyze, and resolve service issues.

Relevantly recommend solutions to clients in accordance with current procedures.

Conduct telephone interviews with clients in compliance with Orange's communication charter and internal procedures.

Ensure proper follow-up of all complaints in accordance with customer commitment deadlines.

Respond to assistance requests via e-chat, forum, social networks and provide the appropriate solution to the client, their needs, and their digital literacy to ensure their satisfaction.

Ensure the recording of actions taken in both client files and relationship management tools.

Coach clients on the optimal use of our portals and online services independently.

Systematically report malfunctions, blockages, emerging incidents, or possible improvements.

Respect the terms of the DSC confidentiality charter.

Apply and follow implemented procedures.

Promote available offers and/or services to clients.

Monitor conversations and trends on social media.

Anticipate collective problems and moderate topics that could potentially trigger a crisis / negative buzz.

Participate in proposals for corrective and/or preventive actions following received complaints.

Embody the customer relationship through the brand's values, its products, and services.

Respond to the monthly management and activity steering evaluation questionnaire.

Implement actions and decisions from daily briefings.

Implement actions and decisions from weekly briefings.

Handle pre-Backlog cases.

Inform clients of deadline shifts using an appropriate method (SMS push, call, or visit).
Ministère de l'Enseignement Supérieur et de la Recherche
IT Trainer
PUBLIC SECTOR
February 2016 - November 2019 (3 years and 10 months)
Train populations on IT tools (computer basics, Office Suite, Web programming, Scratch programming)