Mohamed Ndiaye

Main responsibilities : Ø Manage daily operations in line with the organizational goals and objectives : DSL and Optical Fiber Activation Process, Local number portability, Slamming liability rules, KPI Support and Quality Improvement Ø Customer Experience : Responsible to coordinate and execute complex customer service projects, optimize processes and improve customer satisfaction Ø Customer Escalation Management, triage, prioritize issues, negotiate customer priorities and manage expectations Ø Performance Management : Establish benchmarks and KPI's to measure the effectiveness and satisfaction of the service access and delivery channels. Ø Build strong relationships with customers and partners