Ismael Mahamane Bamba

Grade AI-generated presentations and spreadsheets on correctness, reasoning, storytelling, layout and usability. Write evidence-based rationales that flag unsupported assumptions, inconsistencies and material gaps. Score content and presentation separately before ranking, and flag uncertainty when evidence is thin.

Managed complex enterprise customer relationships (North America and Europe) across implementation, adoption, renewal, expansion, and commercial negotiations. Owned the renewal lifecycle end-to-end, working cross-functionally with Finance, Legal, Sales, Product, Technical Account Management, and implementation teams. Acted as the business-to-technical bridge during integrations and complex customer engagements, translating customer objectives and operational requirements into actionable technical discussions. Supported and coordinated enterprise implementations, configurations, migrations, and change-management initiatives. Configured post-purchase workflows including returns experiences, customer notifications, branded tracking experiences, rules, and automation designed to improve the customer journey and reduce operational friction. Worked with customers on e-commerce environments and integrations, including Shopify-based ecosystems and marketplace use cases. Managed commercial and contractual discussions, including complex enterprise agreements and liability-related negotiations in partnership with Legal. Developed processes supporting French-speaking customers and contributed to scaling the company's approach to francophone enterprise accounts. Identified expansion opportunities based on customer objectives, product fit, usage, and business value rather than purely transactional upselling. Served as a trusted escalation point for complex customer situations where technical, commercial, and operational considerations overlapped.

Change lead on 35+ platform migrations, including a move to an AI platform: impact analysis, pilots, phased cohorts and go-live. Designed and delivered training for up to 300 users per client at large finance, pharmaceutical and public-sector organizations. Built executive dashboards and briefing reports, and presented results to non-technical decision-makers. 94% gross retention against an 86% target on about $3M ARR, target beaten 3 years running; #1 NPS on a 20-person team in 2023 and 2024.

Led frontline retention operations in a high-volume telecommunications contact center. Coached representatives on customer retention, difficult conversations, sales, service quality, and operational execution. Monitored call quality and performance against established quality standards and retention objectives. Supported escalated customer situations requiring advanced problem solving and retention intervention. Developed hands-on expertise across telecom products and services including internet, VoIP, and related customer-service workflows. Worked within multi-provider telecommunications environments, developing a strong understanding of the operational realities behind contact-center performance. Built practical expertise in the relationship between agent behaviour, process design, customer friction, service quality, and revenue retention.

95% customer retention against a 75% team target. Reduced early-stage churn to 8% against a 30% industry benchmark. Identified churn signals and customer behavior patterns in real time, deploying commercial counter-strategies to intercept customers leaving for Rogers, Telus, or competitor pricing before the decision was final. Executed upsell and cross-sell in every retention conversation, requiring simultaneous command of multiple telecom product lines and live competitive positioning against every major Canadian carrier.