Yaye Dieynaba FALL

Backoffice Technical Advisor with 2 years of experience, specialized in the analysis and resolution of complex technical problems. Expertise in optimizing backoffice processes, managing IT systems, and supporting operational teams. I have successfully led several IT infrastructure improvement projects aimed at enhancing the efficiency and performance of support services.

Back-Office B2B Technical and Commercial Advisor - SONATEL ORANGE-Dakar - Dakar

(2022-08 - 2024-07)

• Handling complex escalations: Acting as an escalation point for requests unresolved by the customer service (front office).
• Managing off-hotline requests: Processing emails and other queries sent directly to the back-office department.
• Technical assistance: Providing first-level support to customers and telephone advisors as needed.
• Incident management: Resolving technical issues and closing open incidents.
• Reporting and monitoring: Producing statistics and reports on back-office department activities.
• Project contribution: Participating in projects to improve tools and work processes.
• Continuous improvement: Identifying areas where activity can be improved and proposing solutions.
• Welcoming customers in person and by phone.
• Providing answers to questions from customers seeking information.
• Handling complaints and finding the best solution for both customers and the company.
• Making commercial offers by proposing new products or services targeted at understanding customer needs.
• Building customer loyalty by inviting them to join a loyalty program or subscribe to a loyalty card.

Customer Advisor - Way2call-Dakar - Dakar

(2022-05 - 2022-08)

• Answering incoming calls, identifying the customer and their request, handling the request or directing it to the appropriate department.
• Request handling: Resolving customer issues, answering questions, providing information on products/services, and managing complaints.
• Product/service promotion: Identifying upselling or cross-selling opportunities, promoting products/services suited to customer needs.
• Recording and tracking interactions: Logging requests and follow-ups in the customer database, ensuring traceability of exchanges.
• Contributing to service improvement: Participating in continuous improvement activities, such as satisfaction surveys or loyalty initiatives.
• Administrative management: Processing electronic messages, updating customer information in the information system.

Master's Degree - Computer Science - Université du Québec à Rimouski campus Levis (2024-08)

Bachelor's Degree - Computer Science - IPAM Thiès (2018-11 - 2021-01)