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Yaya Baradji

34years • City of London

Summary

Young French male currently living in London. I want to relocate to Africa and share the knowledge and experience i have gained.

Skills

Management

Training

customer service

Ios

Mac OS X

Fluent French & English

people skills

Soft Skills

project management

Call Center Management

Experiences

Mac Genius

10-2018 - Now

Energy / Materials / Mechanics

Providing insightful advice and friendly hands on technical support Installation and maintenance of internal software/hardware Repairing IOS devices and Macs OS X in store Providing 1st class service to customer Mentoring team members in order to uplift their skills Delivering training to new members Taking part and preparing meeting to improve process Troubleshooting Mac OS X software issue Sharing technical knowledge with the rest of the team Preparing individual and group training Dealing with high escalation Finding potential customer for the business/sales team Opening new business accounts for potential customers

Technical Support Engineer Team Manager

12-2016 - 08-2017

Logistics

Dealing with daily customer request over the phone and emails Maintenance and monitoring of all Cloud Data Center in Europe Contacting on site technicians for report Creating CRM account for authorised customers. Dealing with high escalation from our customers in cases of alarms Providing training on our products to new customers Creating logs and passwords for new security employees Monitors 24/7 divers alarms on each European Data centres Working with other department to find operational solutions Dealing with recruitment process and preparing training Making sure all ticket are dealt within SLA’s Finalising contract with potential customers Switching customers to potential business leads Maintaining relationship with clients

Customer Service Desk Support Manager

01-2015 - 10-2016

Events

Dealing with high escalation and complaint over the phone and via emails Working with CS Manager to ensure all support issue are dealt in a satisfactory way Managing and contributing to projects to improve process and systems Dealing with interview and preparing training Dealing with payment for customers who sold tickets on our website • Responsible for Cs advisors and making sure daily workload is done • Supervising the team and making sure all task are completed within SLA’s • Monitoring quality, calls listening and providing feedback during 1 to 1 • Preparing weekly and monthly meeting • Dealing with interview and recruitment process • Maintaining relationship with clients • Helping sales team by getting new customer on board

Education & training

Kensington And Chelsea College

2006 - 2010

London, UK, London

Sales, Project / Product management, IT development,

Infra / Networks / Telecom

My soft skills

Team player

Responsive

Enterprising

Persevering

Languages spoken

French
Native language
English
Native language