Oumar Gueye

Manage Technical Service Desk L1 & L2 networking engineers in Bad Homburg, Prague and Fleet. Implement annual work and resource plans. Supervise and motivate staff. Ensure availability, performance, and security of network services within agreed service levels. Ensured key operational processes, checklists and procedures for vendor, 3rd party and client’s engagement are documented, current and implemented. Responsible and accountable for KPI performance achievement.

Incident Management and incident resolution to restore a normal service operation as quickly as possible and to minimize the impact on business operations within ITIL understandings. Ordering replacement parts and engaging Field Technicians with 3th parties and Vendors globally and track dispatch status and shipments ETA through phone or various portals. Maintain documentation of incident status in incident (ITSM (ticketing system)

Manage account receivables and worked towards periodic targets in cash collection, monthly and quarterly revenues. DSO optimization in compliance with Sarbanes and Sox procedures

Key Responsibilities to the role are to manage order entry to billing using various media (phone, email and fax). • Liaise with 3rd party warehouses and other supply chain contacts to manage customer expectations and queries related to orders and deliveries and raise credits/debits where applicable. • Resolve customer complaints, invoice queries and raise adjustments on customer accounts and liaise with credit & collections to ensure any outstanding customer deductions are resolved in a timely manner

My roles and responsibilities are to administer VMI replenishment, manage Bulk outsourced scheduling, analyze customer disputes, process sales orders, administer customer care services and billing quantity adjustment, monitor iDocs, manage packed outsourced scheduling, process urgent orders and export orders, process miscellaneous charges/credits, service document request, manage customer feedback and issue, investigate and resolve customer complaint (via SAP CRM Workflow), process hypermarket order

In this position my roles and responsibilities include: process sales order, administer customer care services, administer technical product services, service document request, manage manual processes during business continuity event, analyze customer disputes, update orders with manual pricing, support customer access, service bill-to-cash enquiries, manage miscellaneous

My responsibilities in this position included reservations, processing revenue ticket and frequent flyer requests. Furthermore I attended to administration duties: processing refund, queue work, incoming emails and front line client liaison by interacting with various offices and management levels within the broader organization. Undertake the Team Leader role in his absence, by coaching, quality control, conducting 1to1 session and handling escalated client calls.