Fama Seck

About

𝐄𝐯𝐞𝐫𝐲 𝐩𝐞𝐫𝐬𝐨𝐧 𝐢𝐬 𝐚 𝐧𝐞𝐰 𝐝𝐨𝐨𝐫 𝐭𝐨 𝐚 𝐝𝐢𝐟𝐟𝐞𝐫𝐞𝐧𝐭 𝐰𝐨𝐫𝐥𝐝 Hi there, Welcome to my page, how about we get acquainted! I am naturally inquisitive, you can usually find me with my nose buried in books or online updating my knowledge and learning new skills. Let's google it is a sentence I use a lot, I then enjoy sharing and discussing my findings with others. This particular trait and my keen interest in new challenges are the reasons behind my dynamic professional journey. 𝔸 𝕓𝕚𝕥 𝕞𝕠𝕣𝕖 𝕒𝕓𝕠𝕦𝕥 𝕞𝕖 : • 15+ years in significant customer facing roles from retail to account management in FMCG sectors, and 5+ years of leadership experience focused on collaboration, development and growth. • SAP OTC functional SME with a comprehensive knowledge of BW, Power BI, MicroStrategy and EDI. Using data to enable decision-making. • Led and contributed to multiple projects from process improvements, policy changes, supply chain management, software integration and end to end system conversion from SAP ECC to SAP S4. • Customer obsessed with a consultative approach to deliver effective solutions and providing unparalleled customer experience resulting in high customer satisfaction rate. • Change champion experienced in driving high adoption and engagement rate with internal and external stakeholders. 𝔸 𝕗𝕖𝕨 𝕥𝕙𝕚𝕟𝕘𝕤 𝕀 𝕝𝕚𝕜𝕖 : • Collaborate with different teams, meeting new people, hearing different perspectives and bringing people together to work towards a common goal. • Identify customers' pain points and resolve them through collaborative efforts. • Coach and mentor employees, deliver system and software training. • Improve processes and teams efficiency 𝕎𝕙𝕒𝕥 𝕀 𝕒𝕞 𝕝𝕠𝕠𝕜𝕚𝕟𝕘 𝕗𝕠𝕣 ?: A new opportunity that will enable me to grow professionally within a role in line with my values. 𝕆𝕦𝕥𝕤𝕚𝕕𝕖 𝕠𝕗 𝕨𝕠𝕣𝕜 𝕀: • Love spending time with my family • Live for travels and immersing myself in new cultures • Enjoy reading and learning • New technologies Want to join my network? you're welcome I look forward to chat with you ...

Experience

• Sales Operations Associate · Integral Ad Science04-01-2022

  As a Sales Operations Associate, likely contributed to optimizing sales processes, supporting sales teams, and analyzing sales data to drive efficiency and growth.

• Stay-at-Home Mom · The Pregnancy Pause01-01-2021 – 04-01-2022

  Spent the past year parenting my baby daughter and I am now eager to return to pursuing a full-time career. In that time I: Oversaw the rebranding and scaling of a security business with a budget of £250,000. Performed thorough market research and competitive analysis, served as single point of contact for project scheduling and changes, monitored costs, timescales, and resources used to achieve agreed-upon deliverables. Delivered weekly, fun, virtual French classes to children aged 5 to 11 years old.

• Account Services Representative · Tapestry10-01-2018 – 12-01-2020

  SAP Super user and trainer. Joined the end-to-end system conversion to SAP S4 as an SME; collaborated with consultants, engineers, and developers ensuring tasks completion ahead of schedule from 5 to 2 days. Assisted with system development, scenario creation, data migration, SIT, and UAT. Led the development of the training program and conducted training to end users internationally getting them to competency in 2 weeks. Engaged stakeholders to drive adoption and acted as liaison between the technical and executive teams. Processed end users feedback and escalated relevant information to launch added features and customization. Documented business processes and identified ongoing business and training needs. Provided level 1 support to end-users globally. Supported in setting up customer service team in Italy post-acquisition, trained and coached employees, and aligned processes with other brands. Aided account receivables based in Florida to establish communication with French non-payer customers and increased receivables by more than 40%.

• Interim European B2B Account Service Manager · Coach01-01-2018 – 12-01-2018

  Led a high performing team of 6 CSRs sharing a portfolio of 500+ retail clients across EMEA and was awarded a 13% pay raise due to robust performance and organizational impact within 8 months. Drove personal and team development through efficient coaching and mentoring which increased engagement by 30% and productivity by 15%. Implemented action plans for continuous improvements and handled customers feedback to raise advocacy and loyalty decreasing escalated complaints by 50%. Redesigned CS organizational structure post-acquisition using Visio aligned with company's future desirable state. Streamlined processes reducing waste, rework and encouraged cross-functional collaborations to ensure customer and business success. Held weekly logistic calls with 3PL to ensure timely deliveries, discuss and mitigate roadblocks, and forecast future deliveries. Worked closely with cross-functional team and stakeholders to explore ways to generate customer delight and enhance the customer experience.

• Bilingual B2B Wholesale Customer Service · Coach04-01-2015 – 12-01-2017

  Maximized customers satisfaction by strategically managing 85+ EMEA retailer clients and developing strong relationships. Owned all aftersales activities from onboarding to renewal and devised retention plans in collaboration with sales post agency for DACH accounts. Devised and published metrics, reports and analyses grounded in performance and customer insight to enable critical decision making. Collaborated with 3PL to ensure timely shipping of customer orders, mitigating delivery risks and aligning with account receivables to resolve credit holds or billing discrepancies that would delay orders. Investigated and resolved 65% of overdue chargebacks. Designed trackers and reporting dashboard used to inform executive leaders of weekly, month-end and year-end performance. Reviewed sales trend, researched demand drivers and developed statistical forecast models. Forecasted all product categories with an average 85% accuracy. Coached and mentored all new recruits.

Education

• university

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