Thierno BALDÉ
Lisbon,PT
Summary
Proficient customer service professional with good administrative, time management and problem-solving abilities, offering 18 years of related experience. Knowledgeable about compliance and regulatory requirements in Travel Industry best practices with 2 years experience as Complaints Regulator for Easy Jet and more than 12 years in providing direct customer care and support for Charles de Gaulle Paris Airport and Sky Chefs (American Airlines).
Overview
23
23
years of professional experience
Work History
Senior Process Executive - Data
Cognizant Technology Solutions
Lisbon, Portugal
10.2022 - 08.2023
- Managed contracts and assisted partneres with online business solutions on Youtube TV Platform
- Recommended upgraded technologies to meet evolving business requirements.
- Observed workflow to establish system development priorities.
- Liaised with service users to ascertain necessary system improvements.
Regulatory Specialist
Webhelp
LISBON, Lisbon
09.2020 - 10.2022
- Regulator for EasyJet - Managed legal raised with lawyers and national law enforcement agencies to properly assess the basis of customer's claim
- Ensured company policies were implemented and adhered to.
- Reviewed and resolved complaints to uphold positive company reputation.
- Maintained accurate and detailed compliance records.
Crew Member Formateur - Team Leader
LSG SKY CHEFS
, France
01.2011 - 12.2019
- Agent in charge of train crew support and railway safety on board night train from Paris to Venezia
- Flexibly took on various roles to support workflow.
- Dealing with high volumes of requests in fast-paced service environments with exceptional customer care.
Commercial Station Agent
Charles de Gaulle Airport,
Paris , FRANCE
02.2001 - 11.2009
- Delivered top-quality customer service to public transport passengers.
- Provided information about stops and connections to help passengers meet transport needs.
- Communicated with drivers, signalling to stop or proceed in alignment with safe operation.
Education
A-Levels - Accountacy
Lycée Jean Macé - Vitry Sur Seine
Vitry Sur Seine /1993 - /1996
Skills
- Dispute resolution
- Transaction processing
- Microsoft Office Suite
- Brand awareness and representation
- Staff training and mentorship
- Customer experience
- Customer retention
- Customer care
- Queue management
- Data confidentiality
- Payment processing
- Data verification procedures
- Lead management
Languages
French
Native
English
Fluent
Timeline
Senior Process Executive - Data
Cognizant Technology Solutions
10.2022 - 08.2023
Regulatory Specialist
Webhelp
09.2020 - 10.2022
Crew Member Formateur - Team Leader
LSG SKY CHEFS
01.2011 - 12.2019
Commercial Station Agent
Charles de Gaulle Airport,
02.2001 - 11.2009
A-Levels - Accountacy
Lycée Jean Macé - Vitry Sur Seine
/1993 - /1996
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