Classification: Public

Area of expertise

Transport & Logistics

Customer Service Management

Strategy & Project Management

Finance Operations

Professional Expérience

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West Africa Opportunity Manager since April 2024

Understanding & mapping your customers' supply chains, needs & pain points.

Designing end-to-end solutions & building value propositions that support their business strategy in the longer term.

Orchestrating the pursuit of an opportunity across multiple products & stakeholders, from "Identify" to "Closed-Won" stage.

Navigating the Sales processes (incl. OMEB, pursuit team identification, etc.)

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NWA MCS Product Manager from June 2023 to Mars 2024

Responsible for Local services development. (AREA - 9 countries)

Implement and cascade Global and Regional Depot Maersk Customs Services Guidelines within the Area

Optimize and grow the Maersk Customs Services Product portfolio within NWA (footprint/locations & services)

Identify market trends, opportunities, and customer needs as it relates to the Maersk Customs Services Product

Manage capacity and Maersk Customs Services product offering in accordance to market needs.

Manages day to day customs service delivery in line with established KPI’s

Collaborate cross-functionally to deliver a superior customer experience – from tender to customer implementation.

Works closely with sales to develop value proposition for new opportunities that addresses customer pain points and for specific verticals.

Actively involved in selling and securing new business and customer retention.

Participate in customer QBRs

Act as the conduit between local customers and customs services execution

Manages day to day customs service delivery in line with established KPI’s

Collaborate cross-functionally to deliver a superior customer experience – from tender to customer implementation.

Works closely with sales to develop value proposition for new opportunities that addresses customer pain points and for specific verticals.

Actively involved in selling and securing new business and customer retention.

Participate in customer QBRs

Act as the conduit between local customers and customs services execution

Build bridges between Product development, Delivery, CX and Sales

Drive cost reductions by optimal allocation and contracts

Pape Mbar Diagne Sicap Dieuppeul 3 villa N°2651B Dakar Email: papembar@hotmail.fr Fixe : 0022133 825 35 62 Cell: 0022177 371 56 03 35ans, Marié, 3 enfant

Building high performing teams by creating a fun, autonomous, and data-driven environment driven by proactive insights. Ensuring our diverse team is psychologically safe, empowered, and confident to deliver sustainable tangible outcomes. Experienced in building long term relations through providing exceptional service that creates trust, respect, and profitability for business partners. I have a proven track record to build strong client relationships and effectively communicate to stakeholders at all levels. Always committed to improve team results, exceeding targets and maximizing profits while remaining highly customer focused. Strong analytical skills combined with the ability to understand client needs are what makes me a best candidate to change the status quo.

Classification: Public

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Multicarrier Manager from October 1st, 2020, to May 2023

Own Customer experience and lead the team to achieve best in - class Customer Experience

Provide leadership and drive for the multi carrier team on proactive customer support and issue resolution.

Ensuring team adheres to the standard processes and customer specific IOP’ s.

Help resolve all customer issues and engage relevant stakeholders as required to facilitates timely and effective solutions to the needs of the customer.

Set a clear objective and guide the team to achieve targets.

Attract, develop, and retain talent within your area of responsibilities and sustain a capable Multi carrier team through coaching and development.

Lead a highly engaged team committed to Customer satisfaction.

Build a team with strong knowledge of local products and services with strong competencies who can timely, and cost efficiently deliver on all products.

Manage performance and ensure target are met.

Drive transformations and culture shift to meet the desire expansion of our footprint.

Promoting the Customer Satisfaction Survey to the client and creating a relevant action plan to drive improvements.

Work with the relevant commercial and product team to establish and strengthen customer relationships.

Drive process improvements and keep regular proactive customer communication.

Carry out / join monthly / quarterly review meetings with customers to measure performance KPI” s.

Ensure and monitor that shipments are executed on time and assist with planning and coordination with other stakeholders in the chain.

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Supply Chain Management Team Leader from February,2019 to September,2020

Lead team and coordinate end to end logistics operation.

Lead SCM team project to offer customize solution for cargo project.

Ensure that all aspects have covered during the onboarding process.

Drive KPI throughout all process

Make sure that customer needs have understood and met.

Ensure that invoices transmission done following the agreement with the customer.

Own Customer expérience

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Key Account Customer Service Coordinator at DAMCO SENEGAL from March 2018 to January 2019

Customer’s business Acumen and ability to know what factors drives the decision making.

Understanding of external factors impacting Customer’s supply Chain & understand their sense of urgency, service needs, drivers and desires.

Ability to align with customer expectations upfront & to be able to respond with suggested solutions.

Be the primary point of contact for own customers and ensure smooth execution of the end-to-end shipment lifecycle, including the inland delivery, by working closely with the customer as well as internal stakeholders.

Execute cost saving plans in line with procurement logic to deliver a consistently deflationary cost profile while maintaining excellent standards of safety and reliability, including efficient planning and triangulation.

Proactively track shipments and notify customers of relevant deviations from the transport plan (ocean and inland), including potential solutions or alternatives.

Improve the asset utilization of key transport modes including contracted rail and truck networks.

Liaising and preparing transport plan with and executing with Execution team/suppliers and using triangulation to optimize planning.

Responsible for customer satisfaction across Maersk product offering (own customers).

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Responsible for Money Transfer MICROCRED SENEGAL From March 2016 to February 2018

Daily support on agency (activation, issue resolution, link with operators...)

Initial and continuous training to customer service agent about respective type of money transfer

Classification: Public

Analysis and monitoring compensation of bank partner

Analysis and monitoring transaction and commission

Proceed on reconciliation and follow-up gaps

Monitor and control bank charges (agios, commissions on movement, higher commission on overdraft, TAF, etc.

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Treasurer BAOBAB SENEGAL to January 2015 from March 2016:

Register disbursements and receipts chronologically in General Ledger and Cash Journal

Proceed on bank reconciliation and monitor treasury

Classify accounting documents, supporting documents for any transaction

Coordination relationship with differents bank

Pay salaries and contribution to social organization

Proceed on tax and social declaration

Optimise cash transport

Training or degree obtained

2021-2022: Leading Pro – Care Pro

2019-2020: Leading Maersk Program

2014-2015: University of the Littoral Opal Coast

Master 2 in Logistics & Transport ULCO

2013-2014: University Cheikh Anta Diop

Master 2 in Audit Management control.

2011-2012: University Cheikh Anta Diop

License 3 in Management science FASEG

2008-2009: High school of excellence Ahmadou Ndack Seck

Experimental science bachelor S2

Technical computer skills

Pack office (Word, Excel, Access, Power point): Deep knowledge

Sage Saari (Comptabilité, Gescom, Paie) : Acceptable level

Ciel (Comptabilité, Gestion Commerciale) : Acceptable level

SAP, Kewill, Trakit : Deep knowledge

Linguages skills

Français

Lecture : Excellent – Ecriture : Excellent – Expression Orale : Excellent.

Anglais

Classification: Public

Lecture : Excellent – Ecriture : Excellent– Expression Orale : Fluent

Centre d’intérêt

Lecture – Football – Billard - Entrepreneurship

Référence

Assane Diouf

Position : Directeur General DAMCO Senegal

Sénégal Tel : + 221 77 8339803

Mail : assane.Diouf@sea-invest.com

Daouda Gueye

Position : Directeur des opérations Maersk Sénégal Tel : + 221 77 588 95 44

Mail : daouda.gueye@lns.maersk.com

Adji Seck Dieng

Position: Head of Logistics & Services Product Tel : + 221 77 637 35 93

Mail : adji.seck.dieng@lns.maersk.com