Fatou Ndaw

As Customer Care Manager at Digisap Solution, I lead the KR B2C team (15 people) with a clear mission: to deliver a premium customer service experience across all channels. My focus is on team leadership, process optimization, and customer satisfaction, while driving performance through data and continuous improvement. 🔹 Customer Care & Team Leadership Onboarding, training, and coaching the team to develop both expertise and customer-centric behaviors. Building workshops and process reviews to ensure best practices and consistent service quality. Managing an external partner team to guarantee alignment with Digisap’s high standards. 🔹 Performance & KPI Management Monitoring service KPIs: call handling, lost calls, QS (>80%), CSAT. Implementing incentive programs, corrective actions, and continuous monitoring to sustain excellence. Ensuring a unified customer experience across all communication channels. 🔹 Cross-Functional Collaboration Working closely with Product, Marketing, and Tech teams to improve customer experience and integrate the voice of the customer in strategic decisions. 🔹 Additional Transversal Missions (since 2024) Overseeing Customer Success for ORIIO, Digisap’s billing SaaS solution, to support adoption and member retention. Coordinating the team managing B2C incoming leads for members, ensuring lead quality and improved user experience in collaboration with Product & Marketing.

In the development of the CSM department, my focus was on creating processes, implementing SLAs with framework contracts, establishing KPIs for customer management and satisfaction, and enhancing the team's skills. * Developing a tailored SAT ensuring personalized support for clients throughout their journey. * Ensuring clients' success in using our software. * Proactively presenting Yuccan Lead's new features to current clients, while maintaining a strategy for upselling and cross-selling during interactions. * Regularly conducting training sessions and webinars to promote the use of Yuccan Lead tools. * Participating in our own business referral program by seeking recommendations from current clients. * Gathering and collecting customer feedback to maintain the company's reputation and image. * Assisting with ticket management, focusing on both response time and quality.

Managed a portfolio of 900 agencies, from Welcome Call to contract termination. Point of contact for three major French real estate agent networks. Responsibilities included client onboarding, training on tools, cross-selling and upselling, problem-solving, KPI management (churn, satisfaction rate, engagement rate), contract renegotiation to prevent churn, handling incoming requests, and technical issue management. Mentored new employees and received the AVIV AWARD for having the lowest churn rate in the portfolio. Traveled to meet with clients.

Led a sales team, organized daily briefings with KPIs, opened and closed the store, and managed cash registers. Oversaw day-to-day operations, ensuring a smooth workflow based on customer traffic. Contributed to continuous improvement efforts and customer experience enhancement. Participated in national managers' meetings. Conducted qualitative evaluations and developed personalized training plans for staff to enhance their versatility. Monitored daily individual performances.

Handled customer complaints via phone, email, and sales representatives. Entered orders and managed after-sales service using SAP, including preparing administrative documents (delivery notes, proformas, customs documents, return slips, invoices). Managed carrier disputes (late deliveries, wrong addresses, non-compliant products, customs issues). Monitored a prospect file, negotiated prices for additional sales, and identified customer needs and issues. Onboarded clients and trained new hires.

Welcomed customers in person and on the phone (in English, Spanish, Italian). Assisted in organizing Senate meetings and maintained relationships with partners, negotiating prices.

Managed a prospect file, negotiated prices with clients, prepared quotes and invoices, liaised with suppliers, and coordinated with foreign sales representatives and production units. Entered orders in SAP and prepared proforma invoices